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About the Role

This role within the RFI Client Team focuses on servicing banking clients, driving team progress, and ensuring exceptional client delivery. You will implement best practices, support innovation, and mentor junior colleagues.

Responsibilities

• Manage client relationships and deliver exceptional service, ensuring timely and high-quality delivery of reports, queries, and ad hoc analysis.
• Maintain a deep understanding of client strategic priorities, NPS performance, and drivers.
• Advance the depth and actionability of client insights.
• Produce ad hoc outputs end-to-end, including client briefing, solution scoping, analysis planning, data production, insight generation, and report delivery.
• Support internal teams in enhancing production and QA processes, including automated production and AI use.
• Monitor ad hoc hours, estimate effort, agree on hours with clients, and ensure adherence to budgets.
• Contribute to identifying opportunities for service improvement and enhancing client value.
• Liaise with clients to prioritize tasks based on team capacity and workload.
• Identify and implement innovative research approaches and methodologies.
• Share and cascade subject matter expertise across the account team and wider business.
• Organize and lead regular client WIP meetings and presentations.
• Coach and develop team members to build capability, support career development, and drive high performance.

Requirements

• A minimum of 7 years' experience within a research agency, consultancy, or client-side research and insights role.
• Experience working with banks and/or financial services organisations.
• A strong client-service focus, with a proven ability to build and maintain trusted client relationships.
• Experience using research and data to deliver customer insights.
• Experience managing primary research projects end-to-end, from design through to delivery and presentation of findings.
• Experience presenting research and insights to senior client stakeholders.
• The ability to work independently in a fast-paced environment, demonstrating initiative and an entrepreneurial mindset.
• Experience leading, coaching, and developing a high-performing team.
• Strong communication and stakeholder management skills, with the ability to influence and challenge constructively.
• Experience using data and research software such as SPSS and Q.
• Excellent organisational and project management skills, with the ability to manage multiple priorities effectively.
• A proactive approach to continuous improvement, with the confidence to challenge the status quo and identify innovative solutions.

Skills

• Client relationship management
• Client service delivery
• Research and operational best practices
• Continuous improvement
• Innovative approaches and technologies
• Mentoring and development
• Client briefing
• Solution scoping
• Analysis planning
• Data production
• Insight generation
• Report delivery
• Automated production techniques
• AI
• Effort estimation
• Budget management
• Task prioritization
• Research methodologies
• Subject matter expertise sharing
• Meeting organization
• Presentation skills
• Team coaching
• Team development
• Stakeholder management
• SPSS
• Q
• Project management
• Problem-solving

Location

• Hybrid

Work Type

• Hybrid working arrangements

Experience Level

• Minimum of 7 years' experience

Salary/Compensations

• Competitive salary and superannuation

Benefits

• 25 days’ annual leave + public holidays + birthday leave + 2 charity days
• Learning and development budget, alongside ongoing opportunities to build skills and progress your career
• Wellness and education contribution fund
• Monthly breakfast and quarterly social events
• Loyalty leave
• Perkbox

About the Company

• RFI Global is the world's leading research and intelligence business dedicated to retail banking, business banking, and payments.
• We work with senior executives who shape the future of financial services.
• We partner with the world’s top financial institutions.
• Our expert team delivers tailored insights through a unique hybrid syndicated approach, drawing from over 200,000 consumer and 60,000 business interviews each year.