Consumer Insights Manager

Join the best bank to work for in Bulgaria* Who we are: Do you want to join a well-established bank with a start-up culture? No, we’re not joking! At tbi , we have been one of the most dynamic banks in the region for years, and we continue to grow fast. We combine a strong track record with the energy and pace of a start-up - always looking for better ways to do things, always moving forward. It's all about our people . Our team is made up of brave, passionate and caring people who don’t just want to follow the same path – we want to transform into mobile-first, state-of-the-art lifestyle ecosystem. Our colleagues love working here – 70% of them would recommend tbi as an employer to their friends and family. Our people are engaged in challenging and meaningful work, inspired to grow their potential and career, encouraged to learn and empowered to take decisions. That’s not corporate babble, it’s what our people say. Do you want to play a key role in our unique success story? If so, we're looking for a Consumer Insights Manager to join our team on the journey to success! What You’ll do: Own and drive the consumer research and insights agenda across Bulgaria, Romania and Greece. Transform customer data , market research and behavioral insights into clear business recommendations. Lead qualitative and quantitative research projects in partnership with external research agencies. Analyze customer behavior using first-party data from multiple sources, including GA4, CRM, Power BI and campaign platforms. Identify customer needs , motivations, pain points and behavioral patterns across products, channels and markets. Establish and develop our social listening capability , turning customer conversations into actionable insights. Measure brand health and communication effectiveness , providing recommendations to improve campaigns and customer engagement. Support Product, Marketing and Business teams with customer insights for new propositions, customer journeys and strategic initiatives. Monitor market trends , competitor activity and emerging customer behaviors across the region. Present insights , recommendations and action plans to senior stakeholders, helping teams make evidence-based decisions. What you’ll need to succeed: Bachelor's or Master's degree in Marketing, Business, Psychology, Sociology, Economics, Statistics or another relevant field. 5+ years of experience in Consumer Insights, Market Research, Customer Analytics, Marketing Analytics or a similar role. Previous experience in banking, fintech, payments, telecommunications or another customer-focused industry will be considered an advantage. Strong experience working with both quantitative and qualitative research methodologies. Hands-on experience managing research agencies and end-to-end research projects. Ability to analyze customer behavior using first-party data and combine multiple data sources into meaningful business insights. Experience with tools such as GA4, CRM platforms, Power BI, campaign platforms or similar analytical environments. Strong analytical thinking with the ability to distinguish meaningful insights from data noise. Experience presenting findings and recommendations to senior and cross-functional stakeholders. Excellent communication and stakeholder management skills. Strong business mindset with the ability to translate insights into practical actions. Fluency in English. Experience with social listening tools or brand tracking research is a plus. What we offer: Take your career to the next level with real growth opportunities Work on exciting, meaningful projects that make an impact Be seen and appreciated for who you are and what you do Join a vibrant, international team of 23 nationalities who’ve got your back Stay covered with additional private health insurance Receive monthly food vouchers as part of your benefits package Enjoy exclusive perks & discounts – from Multisport cards to top retailers Benefit from special rates on our banking products Work in the heart of Sofia – steps away from NDK and South Park Bring your furry friend to work – because every office is better with paws Visit our Career Page to learn more about what makes us different. If this sounds like something you’d be interested in, we'd love to hear from you! To apply for this position, please send us your CV in English. We'd love to get back to everyone, but due to the number of applications we receive, we can only contact the shortlisted candidates. *We are ranked the top bank and top 3 employer to work for in Bulgaria according tо WhereWeWork 2025 employer ranks. All applications are treated with utmost confidentiality. By submitting your job application to tbi bank , you confirm that you have read the document named “Information related to personal data processing for job applicants” publicly available on tbi Career page.