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Customer Insight Manager - Customer Experience

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Morrisons

Nov 12

Applications are closed

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Data
  • Bradford

Requirements

  • 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

Responsibilities

  • 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

FAQs

What is the job title for this position?

The job title is Customer Insight Manager - Customer Experience.

Where is the Customer Insight Manager position located?

The position is located at Hilmore House, Bradford, with a hybrid working model.

Who will the Customer Insight Manager report to?

The Customer Insight Manager will report into the Senior Customer Insight Manager.

What primary responsibilities does the Customer Insight Manager have?

The Customer Insight Manager will manage the Customer Experience team, deliver actionable insights, manage customer experience tracking tools, and develop relationships with key stakeholders.

Is experience in an insight role required for this position?

Yes, previous experience in an insight role is ideal for this position.

What benefits are offered to employees?

Benefits include a 15% colleague discount, generous holiday entitlement, a 4.5-day working week, company pension contributions, perks with over 850 retailers, free onsite parking, and family-friendly policies.

What skills are required for the Customer Insight Manager role?

Required skills include effective influencing, understanding grocery shoppers, exceptional communication skills, ability to analyze large data sets, attention to detail, problem-solving skills, and proficiency in Excel and Google programmes.

What is the working week structure for this role?

The role follows a 4.5-day working week with flexible working hours.

Is there a focus on diversity in the hiring process?

Yes, the company is committed to building a diverse business that represents the communities it serves.

What data sources will the Customer Insight Manager utilize?

The Customer Insight Manager will utilize sources including NPS, customer satisfaction data, and complaints data.

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Morrisons

Retail & Consumer Goods
Industry
10,001+
Employees
1899
Founded Year

Mission & Purpose

Our team of friendly faces works as one to provide shopping trips and a career experience you won’t find anywhere else. Together we work the Morrisons way. Constantly looking to do things even better, we work in partnership with our communities, colleagues, suppliers and British farmers to provide our customers with the freshest food at great value for money. Our people ‘Make Morrisons’. Our team spirit really is hard to beat. At the top of our game in all kinds of roles, we work as one team in our stores, distribution centres, manufacturing sites and Head office. In return for looking after our customers, we look after our people with great perks, lots of career opportunities and the training and support everyone needs to be the best they can be.

Benefits

  • Salaries

    We offer highly competitive salaries and regularly review them so they reflect your contribution and achievements.

  • Company pension

    We have a fantastic pension scheme that all our colleagues can join. Together with a generous company contribution, your contributions are invested to help you save for your future. At the default rate, Morrisons pays the majority and there are two tiers available to all colleagues; pay more and the company pays more too!

  • Life assurance

    We offer a Life Assurance Scheme, more commonly known as a 'Death in Service' benefit. All our colleagues are entitled to this benefit from their first day of permanent employment with us, subject to eligibility rules. If you're an active member of the pensions scheme, 'Death in Service Benefit' is four times your annual salary. If you're not a member of the pension scheme, you're still entitled to the benefit at 1 times your annual salary.

  • Healthcare cash plan

    Our exclusive health care cash plan, provided by Sovereign Health Care, offers colleagues a helping hand with everyday health care costs. It pays tax free cash back on a range of everyday health care costs including glasses, contact lenses, dental treatment, prescription charges, physiotherapy and much more.

  • Wellbeing with Vita health

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