Insight Manager – CX Tracking

About the role At a glance

• Salary: Up to £70,000

• Contract type: 12 month Fixed term contract

• Working pattern: Blended working approach allows you to work between the office (Bracknell) and home based on your needs and the business.

• Location: Bracknell

• CX Insight Leadership: Lead major CX measurement and CSat tracking projects to deliver actionable insights for business decisions.

• Customer Advocacy: Champion customer sentiment and tracking methodologies (NPS/CSAT) across the business.

• Supplier Management: Manage 3rd party agencies to ensure data accuracy, project delivery, and value for money.

• Reporting & Innovation: Deliver weekly, monthly, and quarterly tracking reports while driving continuous insight generation innovation.

• Stakeholder Engagement: Partner with cross-functional senior leaders, using compelling storytelling to translate data into action.

• CX Tracking Expertise: Extensive experience in a CX tracking role (client or agency side), ideally within a grocery or retail environment, with deep knowledge of NPS and CSAT methodologies.

• Analytical & Storytelling
  
  Skills:
  
  Highly analytical with the ability to digest large volumes of data, conduct complex analyses (longitudinal, correlation, cluster), and translate findings into a succinct, punchy, and compelling story for senior audiences.

• Supplier Management: Proven track record of managing agency providers, self-serve data visualisation platforms, and partner agencies to deliver projects on time and within budget.

• Leadership &
  
  Collaboration:
  
  Experience managing peers and stakeholders, developing team culture, and collaborating across complex matrix environments and cross-functional teams.

• Commercial Acumen: Outstanding commercial acumen with a track record of applying insights to drive actionable change in a fast-paced commercial environment.

• Industry Networks: Active industry network to bring best-practice research, insight initiatives, and innovations to the business.

• Employee-Owned Culture: Experience working within a Purpose-led and/or employee-owned business structure.

• Data Integration: Experience linking survey and transactional data, and supporting Single Customer View (SCV) development.

Mon - Fri Standard Contract Hours