About the role
At a glance
* Salary: Up to £70,000
* Contract type: 12 month Fixed term contract
* Working pattern: Our blended working approach allows you to work between the office (Bracknell) and home based on your needs and the business.
* Location: Bracknell
Key responsibilities
* Lead major CX measurement and CSat tracking projects to deliver actionable insights for business decisions.
* Champion customer sentiment and tracking methodologies (NPS/CSAT) across the business.
* Manage 3rd party agencies to ensure data accuracy, project delivery, and value for money.
* Deliver weekly, monthly, and quarterly tracking reports while driving continuous insight generation innovation.
* Partner with cross-functional senior leaders, using compelling storytelling to translate data into action.
Essential skills/experience you’ll need
* 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.
* 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.
* Proven track record of managing agency providers, self‑serve data visualisation platforms, and partner agencies to deliver projects on time and within budget.
* Experience managing peers and stakeholders, developing team culture, and collaborating across complex matrix and cross‑functional teams.
* Outstanding commercial acumen with a track record of applying insights to drive actionable change in a fast‑paced commercial environment.
* An active industry network to bring best‑practice research, insight initiatives, and innovations to the business.
Desirable skills/experience you may have
* Experience working within a purpose‑led and/or employee‑owned business structure.
* Experience linking survey and transactional data, and supporting Single Customer View (SCV) development.
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