Client Journey Insight Manager

London, United Kingdom

Client Journey Insight Manager

London, United Kingdom

The Business

Join us in London as a Client Journey Insight Manager

  • This is a chance for a Customer Journey Insight Manager to join us in our Private CX function
  • It's an opportunity to deliver key client insight across the entirety of Coutts
  • You'll gain client experience, and deliver positive change by driving that understanding of that insight throughout the firm

What you'll do

In your new role, you'll leverage customer insight to understand current and future customer needs and trends to inform the development of our client journeys. You'll design research methodologies appropriate to the journey in question to extract relevant and actionable insight informing the design of the journey.

You'll also:

  • Consider all avenues of insight both internally and externally to build a broad base of insight
  • Identify and specify any data and analytics requirements to enhance client insight

The skills you'll need

You'll need a background in insight and research with an understanding of banking processes, and an analytical mind-set with the ability to translate business needs into data requirements and interpret data and insight to understand client needs and identify trends and improvement opportunities.

You'll also need to be:

  • Highly organised, adaptable and flexible to deal with fast paced, short notice requests
  • A strong team player, with experience in working across strategic, operational and delivery functions

How we'll reward you

In return, we offer a competitive salary and you'll also join our retirement savings plan. You can also choose from a selection of protection, healthcare or lifestyle extras from RBSelect, our fully flexible reward programme.

Visit our reward and benefits page for more information on the benefit packages we offer.


At Coutts, we want everyone to feel welcome, regardless of your background or needs. If you need adjustments making to your working environment, we’ll do everything we can to support you. As part of this commitment, we offer flexible working options for some of our roles - find out more.

As a Financial Services organisation we comply with and support the requirements set by our Regulator, the Financial Conduct Authority (FCA), which are designed to protect our customers. This role falls under Conduct Rules of the Individual Accountability Regime (IAR) and is subject to pre-employment screening. This means if your application is successful, you’ll need to satisfy some important background checks before you can start working with us. These will include a full credit check, a criminal record check, residency and right to work checks.

Apply for one of our graduate programmes or internships and find out how you can be part of our story.

Follow us on LinkedIn, Twitter and Facebook to stay up-to-date with career opportunities and be part of the conversation.

If you don’t find the right role today, the best way to find out about other opportunities is by registering your details with us.

Talent Network