Customer Insight Manager - Customer Experience

We have an exciting opportunity for a Customer Insight Manager - Customer Experience to join our Customer Insight Team in Hilmore House. In this role, you will be reporting into the Senior Customer Insight Manager, within the Customer and Marketing Function. 

You will be managing the Customer Experience team, dedicated to creating compelling and actionable insights, utilising various sources of data, including NPS, customer satisfaction and complaints data. A key part of your role will be to influence the business to make decisions that drive customer satisfaction and business growth across all channels.

Some of your responsibilities will include:

• Be the voice of customer experience at Morrisons, influencing key stakeholders to drive customer centric change and improve NPS 

• Deliver compelling and actionable insight to the business, including presenting in regular forums with senior stakeholders and large groups of colleagues 

• Management and continuous improvement of our customer experience tracking tools, including competitor tracking, regular NPS surveys and complaints reporting

• Develop authentic and strong relationships with key stakeholders, particularly across retail, online, cafe, convenience and franchise 

• Manage and develop three direct reports

You will bring a passion for putting customers first and championing the voice of the customer across the business. This role is crucial in helping the business to better understand the customer and creating a continuous improvement culture. Ideally, you will have previous experience in an insight role.

Our teams work from our head office in Bradford for three days and remotely for a day and a half, Monday to Friday. This position follows a hybrid model with a 4.5 day working week*

We’ve built an incredibly diverse business, and we’re working hard to make sure we truly represent the communities we serve. One of the best things about working with so many different people is having the opportunity to listen, learn and connect with lots of different views, perspectives and beliefs. For this role, we’re looking for someone who has:

• Effective influencing skills and confident in communicating with senior stakeholders

• An strong understanding of grocery shoppers, needs and behaviours

• Exceptional written, visual and verbal communication skills

• Able to communicate insight to drive action: a demonstrable ability to synthesise data and facts into clear, concise findings, and draw out the ‘so what?’ implications 

• Confident analysing and interpreting large data sets

• Excellent attention to detail

• Strong questioning and problem solving skills

• A passion for doing the right thing by customers with a high level of drive and personal resilience

• Proficient in Excel and Google programmes 

Our modern Head Office on the edge of Bradford is home to our different support teams from tech, marketing and finance to HR, trading and supply chain.

Alive with activity, this is where decisions are made and our corporate teams make sure everything runs smoothly. Here, you’ll find comfy breakout areas, a coffee shop, newsagents and subsidised restaurant all within commuting distance of Leeds, Manchester and the Yorkshire Dales - always with free parking.

We host regular seasonal events and you’ll often find our suppliers on site sharing details of their latest product. We’re also committed to fundraising for our current charity partner.

Our business is fast paced and ever changing, as such we’ve lots of opportunities for you to play your part in our success. We’d love to meet you…

Some of the benefits you can expect as follows;

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