Senior Insights Manager

Company overview

RFI Global is a leading research and intelligence firm focused on retail banking, business banking, and payments. The business partners with senior leaders shaping financial services, including strategy and product teams at major banks and the technology providers building next-generation financial infrastructure. Its work is powered by a hybrid syndicated research model and draws on more than 200,000 consumer interviews and 60,000 business interviews each year.

About the role

This position sits within the RFI Client Team and is centred on supporting banking clients with a high standard of service. The role plays a key part in helping the team operate effectively, improving how clients are served, raising the quality and usefulness of insights, and contributing to new tools, methods, and ways of working. It also includes mentoring junior colleagues and helping build broader team capability.

Key responsibilities

• Own client relationships and ensure a consistently strong service experience, with reports, client queries, and ad hoc analysis completed on schedule, within SLA requirements, and to the expected quality level.
• Keep a detailed understanding of each client’s strategic goals, NPS results, and the drivers behind those outcomes.
• Improve the depth, relevance, and practical value of the insights delivered to clients.
• Handle ad hoc work end to end, including briefing the client, defining the solution, planning the analysis, producing the data, developing insights, and delivering the final report.
• Work with internal teams to improve production and quality assurance processes, including the use of automation and AI-assisted production methods.
• Track ad hoc hours, estimate effort, agree budgets with clients, and make sure work stays within approved limits during delivery.
• Spot opportunities to enhance client servicing and increase the value delivered to the account.
• Coordinate with clients to prioritise work according to team capacity and workload.
• Identify and apply new research methods and innovative approaches.
• Share specialised knowledge with the account team and the wider organisation.
• Plan and run regular client WIP meetings and presentations.
• Coach and develop team members to strengthen capability, support career growth, and sustain high performance.

Requirements

• At least 7 years of experience in a research agency, consultancy, or client-side research and insights position.
• Background working with banks or other financial services organisations.
• Strong client service orientation and a demonstrated ability to build trusted relationships.
• Experience using research and data to generate customer insights.
• Proven track record of managing primary research projects from design through to delivery and presentation.
• Experience presenting research findings and insights to senior stakeholders.
• Ability to work independently in a fast-moving environment, with initiative and an entrepreneurial mindset.
• Experience leading, coaching, and developing a high-performing team.
• Excellent communication and stakeholder management skills, including the confidence to influence and challenge constructively.
• Hands-on experience with research and data tools such as SPSS and Q.
• Strong organisation and project management skills, with the ability to juggle multiple priorities.
• A continuous-improvement mindset and confidence to question existing approaches and propose better solutions.

Benefits

• Competitive pay plus superannuation.
• Hybrid working setup with flexibility and support for work-life balance.
• 25 days of annual leave, public holidays, birthday leave, and 2 charity days.
• Learning and development budget, along with ongoing opportunities to grow skills and progress.
• Wellness and education contribution fund.
• Exposure to a global team and major financial institutions.
• Monthly breakfast and quarterly social events.
• Loyalty leave.
• Perkbox access.