Customer Insight Manager

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The Role:
As Customer Insight Manager, you are responsible for leading the delivery of customer-led insight that shapes decision-making across the business. You will play a critical part in the on-going embedding of the voice of the customer into strategy, prioritisation and performance management.
The role owns the Voice of Customer (VoC) programme and broader Customer Experience (CX) insight agenda, ensuring customer feedback, behavioural data and performance metrics are translated into clear, actionable insight. It sits at the centre of the organisation, acting as a connector between Ecom, Digital, Marketing, Product, Retail Operations and Leadership teams.
You will bring together multiple data sources - including Medallia (VoC), digital analytics, operational KPIs, and ad-hoc research - to create a single, compelling narrative on what matters most to customers, where experiences are breaking down, and where the biggest opportunities for improvement and growth exist.
This role combines strong analytical capability with commercial acumen, storytelling and stakeholder influence. Through dashboards, insight packs, workshops, continuous collaboration and leadership engagement, you ensure insight drives prioritisation, roadmap decisions and measurable improvements to customer experience and business performance.

WHATS IN IT FOR YOU:

40% staff discount plus friends & family discounts throughout the year
Access to our reward platform for external discount and offers
Private pension scheme
Virtual GP access for you and your children – it allows you to speak to a doctor at a time and date that suits you
All employees are covered by our life assurance policy from day one
Unlock extra leave with our buy more holiday scheme.
Celebrate YOU! Enjoy an extra paid day off on your birthday each year
Enhanced maternity, paternity and adoption leave, and shared parental leave.
Spread the cost of your commute with interest-free season ticket loans
Do your bit for the environment and save money with our Cycle2Work scheme
We're proud to partner with the Retail Trust and Fashion & Textile Children's Trust


What you’ll be doing:
VOICE OF CUSTOMER OWNERSHIPOwn and develop the end-to-end Voice of Customer programme, ensuring customer feedback is captured consistently across channels and touchpoints. Act as the subject-matter expert on CX, governing surveys, alerts, dashboards and insight outputs to maximise value for the business. Evolve and mature the VoC programme, establishing governance, standards and operating rhythms to drive adoption, consistency and action across the business. Working collaboratively with agency partner Higher Oak to ensure a clear VoC roadmap that drives continuous improvement and aligns with business strategies.
CUSTOMER EXPERIENCE INSIGHT & ANALYSISAnalyse CSAT and other scored metrics alongside verbatim feedback and behavioural data to identify pain points, moments that matter and drivers of satisfaction and loyalty. Deliver clear, prioritised insight that highlights root causes and opportunities for improvement. Linking what driving improvements would do to financial KPIs. Manage multiple projects simultaneously, balancing conflicting priorities and timings to ensure timely delivery and high-quality insight outputs.
DASHBOARDS & REPORTINGDesign, build and maintain automated dashboards and reporting suites using tools such as Power BI, SQL, Databricks & Medallia. Ensure stakeholders have timely, accurate and actionable visibility of customer experience performance, trends and progress against KPIs. Leverage large-scale data environments (e.g. Databricks) to enhance insight capability and depth. Partner with Data and Engineering teams to maintain the integration of CX data into enterprise data platforms, enabling customer metrics to sit alongside financial and operational KPIs. Work closely with Data, BI and Analytic colleagues to ensure best-practice analysis.
STRATEGIC & AD HOC INSIGHTLead deep‑dive analysis and ad‑hoc insight projects aligned to business priorities, translating briefs into defined scopes, analysis plans and clear recommendations. Balance speed and rigour in a fast‑paced retail environment. Working closely with agencies and stakeholders to ensure we reach the right outputs. Collaborate with the full Customer Insight team to produce seasonal reporting that combines CX, Sentiment, Brand, and Market data to create a cohesive, singular picture of performance and actionable recommendations for the next season.
INSIGHT ACTIVATION & STORYTELLINGTranslate complex data into compelling stories using clear visuals and narrative. Facilitate workshops and working sessions to ensure insight is understood, owned and embedded into action plans and future strategy. Present insight confidently to senior stakeholders, influencing prioritisation, roadmap decisions and investment. Ensure senior leadership have clear visibility of CX performance, insights and priorities, supporting accountability and decision-making at an executive level. Drive insight through to action by supporting teams to translate findings into prioritised initiatives, measurable improvements and tangible customer outcomes.
CONTINUOUS IMPROVEMENT & DISCOVERYContinuously evolve the insight approach, staying close to emerging customer needs, industry best practice and new analytical techniques. Champion a customer-obsessed mindset across the organisation. Be constantly curious about the "So what" an insight can bring.

Who you are:

Strong experience in customer insight, CX analytics or Voice of Customer roles within a retail, ecommerce or consumer-focused environment.
Advanced skills in data analysis and visualisation tools (e.g. Power BI, Excel, SQL, PowerPoint, Q), with the ability to turn complex datasets into clear, actionable insight.
Hands‑on experience working with VoC platforms such as Medallia and customer feedback metrics including NPS and CSAT.
Proven ability to manage the full insight lifecycle - from brief and scoping through analysis, storytelling and recommendation.
Strong stakeholder management, organisational and communication skills, with confidence influencing senior leaders.
Awareness of a variety of statistical analysis and research techniques, including regression, MaxDiff, conjoint analysis, correlation, user interviews, focus groups, and other qualitative and quantitative methods.
Commercially minded, customer‑obsessed and able to work at pace while maintaining analytical rigour.
Comfortable working with large‑scale data environments; experience with Databricks or similar platforms is advantageous.
Experience mentoring or supporting junior team members is desirable