Company overview

RFI Global is the world's leading research and intelligence business dedicated to retail banking, business banking, and payments. We work with the senior executives who shape the future of financial services — from strategy and product leaders at the world's largest banks to the technology vendors building the next generation of financial infrastructure. Partnering 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.

The role 

This is an exciting role within the RFI Client Team, focused on servicing our banking clients. You will be integral to driving the team forward, ensuring exceptional client delivery and exceeding client expectations. You will identify and implement research and operational best practices, drive continuous improvement in how we service clients, and support the development of innovative approaches and technologies. You will also mentor and develop more junior colleagues, helping to strengthen capability across the team.

Key responsibilities

• Managing client relationships and delivering exceptional service, ensuring all reports, client queries and ad hoc analysis requests are delivered on time, in accordance with SLAs, and to agreed quality standards
• Maintaining a deep understanding of the client’s strategic priorities, NPS performance and drivers
• Advancing the depth and actionability of insight provided to the client
• Producing ad hoc outputs end-to-end, including client briefing and consultation, solution scoping, analysis planning, data production, insight generation and report delivery
• Supporting internal teams in the enhancement of production, QA processes and output including through automated production techniques and use of AI
• Monitoring the use of ad hoc hours, including estimating effort required, agreeing hours with the client, and ensuring adherence to agreed budgets throughout the production process
• Contributing to the identification of opportunities to improve the way the client is serviced and to enhance client value
• Liaising with the client to prioritise tasks in line with team capacity and workload
• Identifying and implementing innovative research approaches and methodologies
• Sharing and cascading subject matter expertise across the account team and wider business
• Organising and leading regular client WIP meetings and presentations
• Coaching and developing team members to build capability, support career development and drive high performance

Requirements

To succeed in this role, you will ideally have:

• 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

Benefits

• Competitive salary and superannuation
• Hybrid working arrangements, supporting flexibility and work-life balance
• 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
• Opportunity to work with a global team and leading financial institutions
• Monthly breakfast and quarterly social events
• Loyalty leave
• Perkbox