Director, Customer Insight and Development

Director, Customer Insight and Development

CSI has earned its reputation through relevant, real-world training courses and assessments, innovative educational offerings and credentials ranging from securities to mutual funds, from banking and trust to insurance, from portfolio management to financial planning and wealth management.

We are committed to building a collaborative culture where people love what they do and feel motivated to use their creative energy to build innovative training solutions for our customers evolving in the global financial industry.

Our values as an organization focus on trustworthiness and integrity, attention to our customers, insight, knowledge and responsibility to our customers, regulators, shareholders and employees. Together we can transform the future!

Position Overview:

As CSI’s Customer Champion this role is the voice of our customer target groups. Responsible for creating a company-wide understanding of who our customers are, how profitable they are, where the greatest business potential exists and how to capitalize on it. Working through Marketing and with all departments the incumbent will drive progress towards consistent customer experiences regardless of company touchpoint. The Director of Customer Insight and Development is also responsible for understanding and directing the implicit and explicit promises we make to our customers and for the vigorous assurance that we are keeping our promises. At the highest level our customers can be divided into 2 types: a) students who take our courses and earn our credentials and b) corporate clients who contract with us to provide learning and credentialing solutions for their employees. Leading our research department, the incumbent will use findings to develop and implement – through others - effective strategies and plans that increase our customers’ satisfaction and loyalty.

The Director will create customer targeting strategies that will include positioning, concept, branding, new product, customer satisfaction and customer commitment for implementation by the Marketing Director and broader organization. This position is critical to attaining the long-term business vision of CSI. This position will have a significant impact on business strategy as well as on many elements of the marketing plan (growth of target customer groups, product and service offerings, promotional mix, price).

What you will achieve in this role:

·  Develops the Customer Strategy for CSI

·  Defines and directs implementation of research and customer targeting process to prioritize current client groups by growth potential and profitability. Leads market research efforts to maximize market intelligence on customers. Uses actual behavioural patterns from the existing client databases together with behavioural models derived through market research, as a platform to more effectively interpret potential product and services sales potential.

·  Leads and directs the Customer Insight team

·  Directs the development of customer loyalty program to define most valued clients, to recognize and reward them for their business and maximize the profitability of client relationships

·  Counsel and advise marketing staff, senior management and other stakeholders to enhance their ability to identify, understand and respond to customer needs, expectations, opportunities and external marketplace conditions

·  Directs database management and exploitation

What you will bring to this role:

·  University degree or equivalent experience in business/commerce

·  +5 years of business marketing and market research experience ideally from financial services companies or their suppliers

·  +3 years of people management and coaching skills

·  Proven experience with writing and implementing marketing plans

·  Must work effectively and gain credibility with all personnel in the organization

·  Must have excellent listening, writing and verbal communication skills coupled with an interactive, diplomatic approach to problem solving

·  Strong organizational, analytical and planning skills, as well as the ability to achieve objectives and schedules

·  Exposure to CIF (Client Information Files/Direct Marketing/Loyalty Programs)

·  Strategic view of issues, events, activities, business and marketplace and a perception of their longer-term impact

·  Champion of fact-based decision-making, particularly with respect to requirements for customer, channel and competitive research

·  Powerful change agent skills in order to generate a fundamental change in focus to customer value

If this sounds like you, please let us know more about you. E-mail your resume, with the subject line of “Director, Customer Insight and Development”, to .

We thank you for your interest. Only those selected for interviews will be contacted.