Job Purpose:

To lead the development and delivery of comprehensive customer experience intelligence across the Equity Group ecosystem. This role transforms disparate data sources, research findings, and operational metrics into actionable intelligence that informs service excellence strategies and drives competitive advantage. Working across multiple markets and touchpoints, the position synthesizes customer, competitive, and operational intelligence to provide forward-looking insights that enable the organization to anticipate trends, respond to emerging opportunities, and continuously enhance service delivery and customer experiences.

Roles and responsibilities:

CX Intelligence Framework & Strategy

• Develop and implement a comprehensive CX intelligence framework that integrates multiple data sources
• Create intelligence gathering methodologies that capture customer, competitor, and service delivery dynamics
• Design dashboards and reporting structures that deliver actionable intelligence to decision-makers
• Establish processes for continuous monitoring of service excellence trends and emerging patterns
• Develop predictive models to anticipate customer experience shifts and service delivery challenges
• Create intelligence standards and quality protocols across the Group

Competitive & Market Intelligence

• Lead competitive intelligence efforts to benchmark service excellence performance against market leaders
• Monitor and analyze competitor customer experience strategies and service innovations
• Identify emerging market trends and their implications for service delivery
• Track industry best practices and service excellence innovation opportunities
• Assess regulatory developments and their impact on service delivery across markets
• Provide strategic recommendations based on competitive positioning analysis.

Insights Integration

• Integrate insights from research, analytics, voice of customer, and operational data sources
• Synthesize complex information into clear, actionable intelligence briefings
• Develop comprehensive intelligence reports for service excellence teams and senior leadership
• Create regular intelligence updates on service delivery performance and trends
• Identify patterns and connections across different data sources and markets
• Translate intelligence into strategic recommendations for service improvement.

Strategic Foresight & Trend Analysis

• Conduct horizon scanning to identify emerging service excellence and customer experience trends
• Develop scenario planning frameworks for future service delivery strategies
• Monitor technological advancements and their potential impact on service expectations
• Analyze demographic, social, and economic trends affecting customer behavior
• Provide thought leadership on future service excellence developments
• Support strategic planning with forward-looking intelligence.

Qualifications

Required skills and experience

Academic:

• Bachelor's degree in Business Intelligence, Data Analytics, Market Research, or related field
• Master's degree in Business Administration, Strategic Management, or similar (advantageous).

Professional:

• Expert knowledge of business intelligence frameworks and competitive analysis
• Advanced understanding of customer experience measurement and service excellence
• Strong knowledge of market research and trend analysis methodologies.

Experience:

• 7+ years experience in business intelligence, competitive intelligence, or strategic insights
• Background in customer experience analytics or service excellence intelligence
• Proven track record of delivering actionable intelligence to senior leadership
• Experience integrating multiple data sources into cohesive intelligence outputs
• Knowledge of financial services industry dynamics and competitive landscape
• Experience working across multiple markets and regulatory environments
• Track record of influencing strategic decisions through intelligence delivery

Skills and competencies:

• Strategic thinking with ability to connect intelligence to service excellence outcomes
• Advanced analytical capabilities for synthesizing complex information
• Excellent communication skills for presenting intelligence to diverse audiences
• Strong business acumen and understanding of service delivery dynamics
• Ability to identify patterns and trends across disparate data sources
• Executive pr

• Develop and implement a comprehensive CX intelligence framework that integrates multiple data sources
• Create intelligence gathering methodologies that capture customer, competitor, and service delivery dynamics
• Design dashboards and reporting structures that deliver actionable intelligence to decision-makers
• Establish processes for continuous monitoring of service excellence trends and emerging patterns
• Develop predictive models to anticipate customer experience shifts and service delivery challenges
• Create intelligence standards and quality protocols across the Group
• Lead competitive intelligence efforts to benchmark service excellence performance against market leaders
• Monitor and analyze competitor customer experience strategies and service innovations
• Identify emerging market trends and their implications for service delivery
• Track industry best practices and service excellence innovation opportunities
• Assess regulatory developments and their impact on service delivery across markets
• Provide strategic recommendations based on competitive positioning analysis.
• Integrate insights from research, analytics, voice of customer, and operational data sources
• Synthesize complex information into clear, actionable intelligence briefings
• Develop comprehensive intelligence reports for service excellence teams and senior leadership
• Create regular intelligence updates on service delivery performance and trends
• Identify patterns and connections across different data sources and markets
• Translate intelligence into strategic recommendations for service improvement.
• Conduct horizon scanning to identify emerging service excellence and customer experience trends
• Develop scenario planning frameworks for future service delivery strategies
• Monitor technological advancements and their potential impact on service expectations
• Analyze demographic, social, and economic trends affecting customer behavior
• Provide thought leadership on future service excellence developments
• Support strategic planning with forward-looking intelligence.

• Strategic thinking with ability to connect intelligence to service excellence outcomes
• Advanced analytical capabilities for synthesizing complex information
• Excellent communication skills for presenting intelligence to diverse audiences
• Strong business acumen and understanding of service delivery dynamics
• Ability to identify patterns and trends across disparate data sources
• Executive pr

• Bachelor's degree in Business Intelligence, Data Analytics, Market Research, or related field
• Master's degree in Business Administration, Strategic Management, or similar (advantageous).
• Expert knowledge of business intelligence frameworks and competitive analysis
• Advanced understanding of customer experience measurement and service excellence
• Strong knowledge of market research and trend analysis methodologies.