:
Key Responsibilities:
* Lead the insight roadmap for H&B&Me, aligning product strategy with customer wellness goals and behaviours.
* Develop in-depth customer personas and journey insights to inform platform engagement and retention.
* Embed experience metrics (NPS, CSAT, retention) into a system of continuous optimisation.
* Design and deliver learning programmes including A/B testing, UX research, co-creation panels, and user feedback.
* Collaborate closely with Product, Design, and Analytics teams to embed insights into agile development cycles.
* Apply best-in-class research methods, behavioural science, and emerging trends to anticipate future needs.
Location:
This role is based in London (or Nuneaton), and is required to travel to our Nuneaton Hub (or London) and occasionally to any other location of H&B. We support flexibility and productivity of our employees by hybrid working arrangements with minimum 2 days presence in the offices.
The Person:
Key Requirements:
* Strong experience in customer or digital insight roles, ideally within mobile apps or wellness platforms.
* Skilled in both qualitative and quantitative research, journey mapping, and CX methodologies.
* Proficient in tools like Google Analytics, Mixpanel, Qualtrics, and UX testing platforms.
* Confident communicator and storyteller, with the ability to influence cross-functional teams.
* Future-focused and commercially aware, with a passion for creating meaningful customer experiences.
What we offer:
Our Benefits for this role include, but not limited to:
* H&B Employee Discount - 25%
* Bonus
* Pension company contribution
* 33 Days Holiday per year (Inclusive of bank holidays)
* Private Medical Care
* Exclusive benefits, free advice and savings from a range of retailers and providers
* Electric Car Scheme
We're passionate about helping every colleague thrive across all dimensions of wellbeing, and we're committed to having a diverse and inclusive workplace. In line with our EPIC values (Expertise, Pioneering, Inclusive, Caring), we embrace and actively celebrate all our colleagues' unique and varying experiences, backgrounds, identities and cultures - I am me, we are H&B.
,"Please note: As part of our commitment to protecting our customers and colleagues, all roles at H&B&Me require a Basic DBS (criminal record) check. This helps us maintain a safe, trustworthy environment for everyone we support."
Holland & Barrett does not accept unsolicited resumes from search firms/recruiters. Please do not forward resumes to our job alias, employees, or any other company location. Holland & Barrett is not and will not be responsible for any fees if a candidate submitted by a search firm/recruiter unless otherwise agreed with respect to specific open position(s).
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