The Manager – Market Research & Insights is responsible for leading the Bank’s market and customer research initiatives to identify growth opportunities, understand customer behaviour, and assess competitive and market dynamics.

The role serves as the “voice of the customer” and emerging trends identifier, with a strong ability to translate complex qualitative and quantitative data into actionable insights that drive product innovation, digital ecosystem development, and enhanced customer experience.

Responsibilities or duties

• Lead research initiatives to conduct gap analysis and identify areas for improvement across both existing and newly launched products, services, and features.
• Assess customer adoption, satisfaction levels, and value realization to inform product and service optimization.
• Monitor, analyse, and forecast industry, consumer, and digital banking trends, including emerging fintech developments and regulatory changes.
• Identify market opportunities, threats, and unmet customer needs to inform business, digital, and innovation strategies.
• Track market dynamics and emerging competitive threats to support strategic decision‑making.
• Develop customer personas, behavioural segments, and end‑to‑end journey maps using demographic, behavioural, and socioeconomic data.
• Generate deep customer insights to guide lifecycle marketing, product development, service design, and customer experience initiatives.
• Conduct regular competitor benchmarking on pricing, service standards, customer value propositions, and digital platform capabilities.
• Analyse competitor movements and offerings to inform positioning and differentiation strategies.
• Design and execute research experiments and studies with rigor, ensuring data accuracy, integrity, and reliability.
• Select and apply appropriate research methodologies based on study objectives, including focus groups, mystery shopping, surveys, and Net Promoter Score (NPS) studies.
• Analyse and interpret complex research and experimental datasets to identify patterns, validate hypotheses, and derive actionable insights.
• Translate analytical outcomes into clear business implications, recommendations, and decision support materials.
• Present research findings, insights, and project progress at internal stage‑gate reviews and to cross‑functional stakeholders, clearly articulating risks, opportunities, proposed solutions, and commercial impact.
• Ensure all research activities comply with internal brand standards, ethical research practices, and data privacy and protection regulations.
• Maintain strong governance over research processes, methodologies, and outputs to ensure the credibility, consistency, and reliability of insights
• Lead talent identification, mentoring, and skills development while ensuring SMART KPIs are clearly defined, issued, and consistently monitored for all unit staff.
• Drive performance reviews and effective feedback processes alongside fostering strong staff engagement and team motivation within the unit.
• Maintain strong relationships with business partners while leading contract negotiations and management to ensure mutual benefits, supported by solid research expertise and experience.

Qualifications or requirements 

• Bachelor’s degree in Banking, Finance, Statistics, Marketing, Economics, or a related field.
• MBA or Master’s degree in a relevant discipline is highly preferred.
• Strong ability to produce accurate and reliable market forecasts and insight‑driven recommendations.
• Advanced research, analytical, and problem‑solving skills.
• Expertise in statistical and analytical tools such as SPSS, SAS, R, and/or similar platforms.
• Proficiency in data visualization tools such as Tableau or Power BI.
• Financial Acumen: Strong understanding of banking operations, financial products, market structures, and industry trends.
• Communication & Storytelling: Excellent ability to translate complex data into compelling, executive‑ready insights and narratives.
• Apply strategic thinking and innovation portfolio management to drive forward-looking initiatives and prioritize impactful opportunities.
• Engage and influence stakeholders effectively while making sound decisions under uncertainty.

Experience needed

• Minimum of 5 years’ experience in market research, customer insights, or analytics roles.
• Experience within a financial institution, digital business, or specialized research agency is strongly preferred.

• Lead research initiatives to conduct gap analysis and identify areas for improvement across both existing and newly launched products, services, and features.
• Assess customer adoption, satisfaction levels, and value realization to inform product and service optimization.
• Monitor, analyse, and forecast industry, consumer, and digital banking trends, including emerging fintech developments and regulatory changes.
• Identify market opportunities, threats, and unmet customer needs to inform business, digital, and innovation strategies.
• Track market dynamics and emerging competitive threats to support strategic decision‑making.
• Develop customer personas, behavioural segments, and end‑to‑end journey maps using demographic, behavioural, and socioeconomic data.
• Generate deep customer insights to guide lifecycle marketing, product development, service design, and customer experience initiatives.
• Conduct regular competitor benchmarking on pricing, service standards, customer value propositions, and digital platform capabilities.
• Analyse competitor movements and offerings to inform positioning and differentiation strategies.
• Design and execute research experiments and studies with rigor, ensuring data accuracy, integrity, and reliability.
• Select and apply appropriate research methodologies based on study objectives, including focus groups, mystery shopping, surveys, and Net Promoter Score (NPS) studies.
• Analyse and interpret complex research and experimental datasets to identify patterns, validate hypotheses, and derive actionable insights.
• Translate analytical outcomes into clear business implications, recommendations, and decision support materials.
• Present research findings, insights, and project progress at internal stage‑gate reviews and to cross‑functional stakeholders, clearly articulating risks, opportunities, proposed solutions, and commercial impact.
• Ensure all research activities comply with internal brand standards, ethical research practices, and data privacy and protection regulations.
• Maintain strong governance over research processes, methodologies, and outputs to ensure the credibility, consistency, and reliability of insights
• Lead talent identification, mentoring, and skills development while ensuring SMART KPIs are clearly defined, issued, and consistently monitored for all unit staff.
• Drive performance reviews and effective feedback processes alongside fostering strong staff engagement and team motivation within the unit.
• Maintain strong relationships with business partners while leading contract negotiations and management to ensure mutual benefits, supported by solid research expertise and experience.

• Advanced research, analytical, and problem‑solving skills.
• Expertise in statistical and analytical tools such as SPSS, SAS, R, and/or similar platforms.
• Proficiency in data visualization tools such as Tableau or Power BI.
• Financial Acumen: Strong understanding of banking operations, financial products, market structures, and industry trends.
• Communication & Storytelling: Excellent ability to translate complex data into compelling, executive‑ready insights and narratives.
• Strategic thinking and innovation portfolio management.
• Stakeholder engagement and influence.
• Decision-making under uncertainty.

• Bachelor’s degree in Banking, Finance, Statistics, Marketing, Economics, or a related field.
• MBA or Master’s degree in a relevant discipline is highly preferred.