As one of the Best Big Companies to Work For, we have a rich history of loving our customers and looking after our teams. We understand that success is achieved through our people, and we are searching for a Head of Retail and Customer Insights to join our growing online business. Purpose of the role: To lead our customer insight, market intelligence and advanced analytics function. Scope of the role: Key leader responsible for transforming complex data into powerful insights that shape commercial decisions, improve customer experienceand accelerate our growth. The role requires a unique blend of data expertise, strategic thinking and creative problem solving, leveraging AI and machine learning to unlock value from large and evolving data sets. Oversee a multidisciplinary insight team, providing leadership across customer analytics, market research, segmentation, predictive modelling and customer lifetime value. Key Responsibilities: Customer & Market Insight - Lead the end-to-end customer insight strategy across the organisation, ensuring a deep, real-time understanding of shopping behaviours, needs, motivations, and trends. - Own the integration and interpretation of external market data, competitor intelligence, industry trends, and macroeconomic influences. - Oversee continuous and ad-hoc research programmes (qualitative and quantitative), customer panels, and brand tracking. Data Analytics & Modelling - Drive the development of advanced customer models, including segmentation, propensity models, churn prediction and customer lifetime value. - Use AI and machine learning tools to analyse large, complex data sets and scale automated insight generation. - Partner with data engineering teams to ensure robust data pipelines, governance, and data quality. Strategic Leadership & Collaboration - Translate data-driven insights into compelling narratives and actionable strategies for senior leadership, commercial teams, and store operations. - Influence decision-making in key areas such as pricing, promotions, marketing, loyalty, product range, personalisation, and digital experience. - Foster a culture of experimentation, data literacy, and customer-centric thinking across the organisation. Team Management & Development - Lead, develop, and mentor a high-performing team of customer insight specialists, analysts, data scientists, and researchers. - Champion innovation and new methodologies in research, analytics, and AI adoption. Our Values We love our customers : - You are curious you are open minded, take risks, fail fast and learn quick We look after our own Your are authentic You use your strengths, are genuine & consistent We work together - You are collaborative - You work cross functionally, build external relationships We hate waste: - You are influential - You set the direction, you shape the plan We Care: You are brave - You make tough decisions for the greater good Benefits: A competitive salary with an excellent benefits package 25 days holiday, plus 8 days bank holiday 15% store discount, 30% club individual restaurant discount Discounted gym membership Charity fundraising events Educational sponsorship Enhanced maternity/paternity leave Long service awards Reward & recognition LI-LK1>