E.ON UK Role Profile
Job Title:
Head of Customer Insight
Business:
Retail
Department/Team: Customer Insight & Experience, Marketing
Reports to:
Head of Customer Insight & Experience
Location:
Newstead, Nottingham with travel to other sites
Grade:
E3
Job Purpose:
To lead the provision of customer insights to both develop and support
the marketing, strategic and operational objectives of E.ON Energy
Solutions.
The success of E.ON’s strategy will ultimately be determined by the
extent to which we can understand and meet our customers’ needs. This
role is responsible for the development and integration of diverse
sources of information, derived from both market research and analysis
of behavioural data. These should then be synthesised into cogent and
relevant customer insights which support all levels of activity from
relatively tactical actions, such as propositions or communications
campaigns up to long term strategic vision.
The role holder’s success will be determined
they can lead their team to do this and then
insights with sufficient clarity and purpose
business reacts and adapts its plans and the
to customers.
by the extent to which
communicate these
to ensure that the
service that it provides
The scope of work covers Residential, SME and Corporate customers.
Key Responsibilities and Activities
• Developing and delivering the Insight Plan - managing the
integrated portfolio of data analytics and market research to
ensure the development, synthesis and communication of actionable
insights
• Using a range of resources and techniques to gather and interpret
data to develop a rich understanding of customers’ attitudes,
wants, needs and behaviours to inform decision-making, direct
strategy and build competitive advantage
• Developing customer segmentations to meet business requirements &
supporting operational implementation to drive strategy, marketing,
experience definition & service delivery, sales & new business
development
• To provide thought leadership in the provision of analytical and
research techniques for the resolution of business issues within
E.ON. These analytical and research techniques will include
statistical modelling, psychology, behavioural science and
economics, qualitative and quanititative research (including
conjoint and other techniques), econometrics and database
programming.
• Championing the voice of the customer to ensiure that customers are
at the heart of the business
• To manage and support a diverse range of stakeholders across the
business from Marketing to Sales and Operations to ensure that they
are absorbing insights into their activities.
• To develop and lead the communication of insights to the business
and key stakeholders, developing new tools and techniques through
which to achieve this and ensure that insights are acted upon.
• Leveraging these findings to generate commercial value & facilitate
informed decision-making
• To lead and develop a team of market research and analytical
specialists to ensure that insights are developed, communicated and
used by the business in a timely and cost focused manner.
• Responsible for obtaining value from £2.1m UK market research
budget.
• To manage relationships with third parties for the provision of
market research and analysis
Direct Reports:
Number of Direct Reports:
5
Job Titles of Direct Reports:
Residential Insight Manager,
Business Insight Manager,
Strategic Insight Manager, Senior
Research Manager (new business),
Senior analyst (Smart meter
Programme)
Dimensions: (£’s, nos. managed, size of any projects)
 Management of a budget of £3m
 Management and development of a team of insight and market research
specialists (15.6 FTE)
 The insight work covers a customer base of 5 million residential
customers and 650,000 business customers
 This role significantly influences how the £50m overall marketing
budget and the £20m Change Plan budget are allocated as well as
more limited influence over £200m of Opex for Sales and Customer
Operations
Key Skill Requirements: (knowledge, skills, experience &
qualifications)
 6-10 years’ experience leading a customer insight team within a
large service organisation (financial services, telecoms,
utilities)
 The gravitas / credibility to be a trusted source of advice for
senior stakeholders across the organisation
• Excellent communication skills, both written and verbal.
Demonstrable ability to manage senior stakeholders.
• Extensive experience of driving commercial decision-making through
the generation and application of customer insights within a
service based, blue chip organization
• Ability to draw information from disparate sources of information,
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see the patterns and synthesise the insights and a vision into a
compelling narrative for how the business should proceed
Ability to provide innovative, data and research based solutions
representing world class analytical techniques
Have an expert knowledge and understanding of the different
methodologies and approaches to the development of insights, both
from a market research and an analytical perspective. This would
include a knowledge of which analytical or research approach to
select in different situations
Expert ability to quality assure analytical results when presented
to ensure statistical robustness and validity of approach
Ability to coach and support technical analysts in the development
and application of their approaches. This may include working
knowledge of analytical programming tools such as KXEN, SPSS or
SAS.
Have an expert knowledge of development of market research briefs
and ability to assess the quality of research questionnaires.
Good knowledge of the IT infrastructure required to support insight
functions in order to be able to have meaningful conversations with
people in IT above development requirements
Excellent sense of business awareness and ability to interpret and
make strong and relevant business recommendations from the results
of complex analysis
Graduate calibre, high intellect, excellent analytical and numeracy
skills. Strong inherent sense of curiosity
Thorough understanding of the applications of customer insight
information to support strategic and tactical decision-making
Proven ability to manage research agencies and providers of
analytical insight
Ability to manage and quality control a diverse team of high
intellect insight analysts and researchers operating in a complex
area
Proven record of coaching, developing and motivating a diverse
group of individuals through large scale change
Good consultancy skills and communication of complex material to
audiences (frequently including Board level) such that complex and
critical strategic recommendations are accepted and acted upon
Proven ability to operate at a senior level, both internally and
externally.
Strong team player and leader
If you are interested in this role, please contact:
Adam.elliott@eonenergy.com
07795 015435