Senior Customer Insights Consultant

<p>Do you want to help drive the Customer Insights agenda at Danske Bank? Do you want to be part of an ambitious team that runs an extensive insights setup and provides the organisation with actionable insights and tools to base business decisions on customer insights? Are you structured, analytical minded and have natural collaboration skills – then you should join us!</p> <p> </p> <p><strong>Bringing voice of the customer forward to where it makes an impact!</strong><br/><br/>The Customer Insights team is a part of “Strategy, Insights &amp; Partnerships” placed in Personal Customers business unit, but the CI team also supports the Business Customer segment. In a nutshell, we fight to enable and drive customer insights-based business decisions. On a day-to-day basis, we work to bring the personal and business customers closer to strategy formulation &amp; execution, digital development efforts and tactical decisions and operations in local market areas. We develop analyses, surveys and tools to measure customer satisfaction and experience across the Nordics. We are currently eight consultants located in Denmark and four in India, and we work closely together to get the job done.</p> <p>Our work can roughly be grouped into:</p> <ul> <li><strong>Supporting market areas and management</strong> with storytelling and analysis on customer perception and experience metrics</li> <li>Running and <strong>developing our extensive continuous insights setup</strong> of surveys on 3 levels across the customer segments we cover: competitor benchmark / relationship, journey and touchpoint – including new solutions for capturing feedback, closed feedback loops, automated democratization of continuously captured insights (Tableau) and some other recurring reporting (PowerPoint &amp; Excel)</li> <li>Performing <strong>targeted</strong> <strong>ad hoc research studies </strong>in close collaboration with key stakeholders to better understand specific commercial areas from customer perspective incl. which actions to pursue on a strategic or tactical level</li> <li>Performing both simple and complex <strong>analytical deep dives</strong> on our extensive customer insights data incl. cross-analysis with internal data - exploring commercially actionable correlations in data, e.g., explaining which experience elements drives customer (dis)satisfaction in a given context or customer journey</li> <li><strong>Enabling stakeholders</strong> <strong>to work with customer feedback themselves</strong>, e.g., via smooth DIY user research processes &amp; tools and a searchable insights repository, and a setup for continuous identifying and mitigating customer pains from complaints and customer feedback</li> </ul> <p> </p> <p><strong>The right capabilities and attitude</strong></p> <p>We are looking for a well-equipped and analytically strong customer insights profile skilled in the classical disciplines of customer research and analysis with a passion for deep diving into data and dissecting the critical nuggets of insights. However, it is also very important that you are focused on driving change and impact with your research and analysis, which requires curiosity about the business, processes, products and technology even though it’s not your area of expertise.</p> <p> </p> <p>The right candidate for this position can be either very experienced or less experienced, but with the right attitude and an obvious great potential. Hence, you do not need to possess all the skills mentioned in the bullets below. Motivation and talent to grow into the full role counts a lot as well.</p> <p>The ideal candidate has/is:</p> <ul> <li>Minimum 2 years of experience in planning and executing quantitative (and qualitative) market &amp; customer research projects end-to-end, including data analysis and generating concrete commercial recommendations. Experience from complex continuous insights setups is extra appreciated</li> <li>Experience from influencing commercial decisions in similar organization utilizing customer insights</li> <li>Strong analytical and problem-solving mind</li> <li>Confident storyteller and talented communicator of insights - both in writing and orally and in both English and Danish</li> <li>Experienced Excel and PowerPoint professional. Proficiency in other analytical tools like SAS Analytics, SPSS, Python, R, SQL and Tableau is extra appreciated</li> <li>Concrete analytical competences, including multi-variate techniques such as cluster analysis and various regression techniques</li> </ul> <p>As a person, you are curious, independent, detail-oriented, and ambitious to a degree that matches our goal of raising the bar for customer insights in Danske Bank. You also need to be structured, energetic, and possess a strong sense of ownership. You will be part of a great team of professionals, and we are looking for a candidate that values being part of a team and actively contributes to both team spirit and collective goals. </p> <p> </p