:
Track and analyse customer experience metrics including OSAT, CSAT, CES, NPS
Monitor customer behaviour, trends, and feedback across all channels
Prepare weekly and monthly insights reports to inform commercial, operational, and digital teams
Map key customer journeys and identify friction points
Collaborate with UX, product, and engineering teams to prioritize and implement CX improvements
Drive day-to-day execution of CX initiatives across digital, retail, and customer care
Assist in aligning cross-functional teams behind customer-first goals and KPIs
Manage and deliver CX initiatives across roadmap workstreams including survey development, contact reason analysis, and CSAT uplift programs
Support incident management processes by driving root cause analysis and follow-ups
Act as a key liaison between CX, data, digital, product, and CEC teams
Lead workshops and feedback loops with stakeholders to improve cross-functional alignment
Support internal comms related to CX initiatives, metrics, and learnings
The Person:
3+ years of experience in customer experience, customer support, or customer analytics
Analytical and reporting skills with Excel, Metabase, or similar platforms
Proven ability to manage multiple priorities and projects simultaneously
What we offer:
Our Benefits for this role include, but not limited to:
* H&B Employee Discount - 25%
* Bonus
* 33 Days Holiday per year (Inclusive of bank holidays)
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.
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).