JD Global Customer Insight Manager – GVOC (Global Voice of the Customer)
Overview: JD Sports Group PLC is a leading international multi-channel retailer of sports, fashion, and outdoor brands. With an extensive portfolio of globally recognised brands, JD Sports has established itself as the 'King of Trainers' and a beacon for sportswear enthusiasts around the world. Our commitment to delivering exceptional customer experiences and innovative products drives our success in the competitive retail landscape.
Position Overview: This Global Customer & Insight function is responsible for deepening JD Sports understanding of its customers, driving customer centric decision making, forecasting future customer behaviours, and supporting customer growth across all markets. This is a hybrid role, with 4 days in the office in Bury and 1 day working from home.
The Global Customer Insight Manager – GVOC plays a key role within this function, working closely with the GVOC Lead to translate customer feedback from the Global Voice of the Customer programme into clear, actionable insight for senior stakeholders across markets and functions. The role focuses on understanding NPS performance, identifying the drivers of customer experience, and informing initiatives that improve retention, loyalty and commercial outcomes.
The ideal candidate will be a confident voice for our customers, with the ability to turn data into insight and actionable recommendations, identifying trends and cross‑referencing internal and external data sources with confidence.
You will act as a trusted insight partner, ensuring that customer feedback is not only understood but used to inform priorities, decisions and improvements across JD Sports.
Key Responsibilities:
Insight Generation & Analysis
* Lead insight generation from the Global Voice of the Customer (GVOC) programme, including ongoing analysis of NPS trends and supporting metrics
* Identify key drivers, themes and trends within customer feedback, integrating survey results with wider data sources such as contact data, order data, social listening and operational metrics
* Work with the GVOC Analyst to report and monitor key performance indicators on a weekly and monthly basis, ensuring outputs are accurate, relevant and timely
Insight to Action
* Identify gaps and improvement opportunities across the end‑to‑end customer journey, using insight to highlight priority areas for action
* Collaborate with cross‑functional teams to translate insight into clear, actionable recommendations that improve customer experience and retention
* Support tracking and evaluation of actions taken as a result of GVOC insight, helping demonstrate impact over time
Stakeholder Engagement & Storytelling
* Present compelling, insight‑led narratives to senior stakeholders on customer experience trends, projects and opportunities
* Deliver insight to internal and external stakeholders in an engaging, collaborative and outcomes‑focused way
* Act as a credible advocate for the customer, ensuring the customer voice is represented in discussions and decision‑making
GVOC Platform & Partner Management
* Support the ongoing development and optimisation of GVOC dashboarding and reporting within the Qualtrics platform
* Work closely with external partners delivering elements of the GVOC programme ( Qualtrics), ensuring effective collaboration and high‑quality outputs
Leadership & Team Contribution
* Line manage the GVOC Analyst, supporting their development and ensuring high standards of analysis and delivery
* Work closely with members of the Global Planning & Insight team to deliver joined‑up, data‑driven storytelling and strategic insight
Wider responsibilities
* Stay up to date with developments in customer insight, CX research and analytics, including advancements in text analysis and insight automation
* Identify knowledge gaps and propose new approaches to deepen understanding of customer needs, behaviours and expectations
* Support longer‑term strategic planning ( 3–5 year outlooks), as well as more immediate tactical and trading needs
* Support regional and local teams in adapting global insight outputs to their specific markets, encouraging adoption and action
Skills, Experience & Capabilities
Essential
* Minimum of 3 years’ experience in a customer insight, analytics or insight‑led role, agency‑side or client‑side
* Demonstrated ability to turn complex data into clear, actionable insight that influences business decisions
* Strong understanding of customer analytics, VoC methodologies and NPS measurement
* Proven experience working with multiple data sources to build a holistic view of the customer
* Excellent Excel and PowerPoint skills, with strong attention to detail
* Strong written and verbal communication skills, with the ability to adapt style for different audiences
* Confident stakeholder management skills, including experience presenting to senior leaders
Desirable
* Retail or omni‑channel experience
* Previous line management or people leadership experience
* Experience working with VoC or survey platforms such as Qualtrics
Personal Attributes
* Customer‑first mindset with genuine curiosity about customer behaviour and experience
* Self‑starter able to take work from initiation through to delivery and review
* Comfortable managing multiple priorities in a fast‑paced, seasonal retail environment
* Collaborative, resilient and positive, with the confidence to challenge and influence where needed