Customer Insight Specialist - Customer Experience

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

You will be dedicated to creating insight, primarily utilising customer NPS, satisfaction and complaints data, to inform and influence the business to make decisions that drive customer satisfaction and business growth. 

Your responsibilities will include:

• Report customer satisfaction data weekly and periodically 

• Report weekly customer complaints across the business

• Analyse customer verbatim to identify key issues and trends 

• Listen to customer and stakeholder feedback to help understand the main priorities

• Stay up to date on competitor activity

• Influence key stakeholders in order to drive improvements for customers

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. You will have autonomy with stakeholders across the business and will be confident in championing the customers needs, in order to drive improvements in NPS and complaints.

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 require the following knowledge and skills for this role:

• Confident using and understanding both qualitative and quantitative data 

• An understanding of grocery shoppers, needs and behaviours

• Ability to work with multiple stakeholders

• 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 

• Excellent attention to detail

• Strong questioning and problem solving skills

• Effective influencing skills

• Strong numerical skills and clear written and verbal skills

• Proficient in Excel / Google Sheets

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;