Overview
Join Halfords as a Customer Insight Manager in Worcestershire, United Kingdom. This role focuses on developing and delivering customer insights to transform the customer experience, amplifying the voice of the customer across the organisation and guiding decision-making.
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About The Role
As Customer Insight Manager, you will be the driving force behind the development and delivery of insights that transform the customer experience. In this data-led role, you’ll collect, analyse, and interpret customer insights to generate powerful, actionable intelligence, championing the prioritisation of what matters most to customers.
Key Responsibilities
* Lead the design and delivery of customer insights using digital analytics tools, surveys, and Voice of Customer data to identify pain points and opportunities.
* Develop and maintain dynamic dashboards and reports to track insights, measure progress, and keep stakeholders informed.
* Collaborate cross-functionally to design and implement the Group CX Strategy, aligning marketing, operations, product, and support teams on customer experience goals.
* Partner with the Halfords Customer Insight team to combine quantitative analytics and qualitative research, providing a comprehensive understanding of customer behaviour and motivations.
* Leverage NPS, CSAT, Google reviews, and other feedback channels to amplify customer insights and influence strategic decision-making.
* Communicate findings and recommendations effectively to all organisational levels, ensuring customer insights drive action and benchmark CX performance against industry standards.
About You
* Exceptional communication and storytelling abilities to translate complex insights into clear, actionable strategies.
* Proven success in Voice of Customer analytics delivering measurable impact.
* Strong technical skills including data extraction, data modelling, web analytics and data visualisations.
* Track record of distilling complex information into compelling visualisations and reports.
* Ability to manage full Insight lifecycle - convert a brief into a defined scope, analyse the data and present findings and recommendations within tight deadlines.
* Customer-obsessed mindset with a proactive, can-do attitude and natural problem-solving skills.
* Proficiency in analytics and survey tools – SQL, Excel, dashboarding and visualisation, and survey tools (e.g. Medallia).
* Good attention to detail and responsibility for the accuracy of work.
Desirable
* Experience using Tableau, Qlik, Google Analytics (GA4), Python.
* Experience with CRM systems (e.g. Salesforce).
* Knowledge of GDPR, retail compliance and consumer regulation.
* Experience in retail or ecommerce business.
Reward & Benefits
* A fair and competitive salary evaluated against market data, annual discretionary bonus scheme, pension, life assurance, 25 days annual leave plus bank holidays, car allowance and enhanced family leave.
* Commitment to ongoing personal and professional development.
* Hybrid working in our Support Centre: based at the Support Centre 3 days a week with an optional 2 days from home.
* Access to employee discounts across Halfords products and services.
* Wellbeing and inclusion resources and networks to support colleagues.
We’re an equal opportunities employer and welcome applications from all backgrounds and embrace diversity within our one Halfords Family. We operate a hybrid working policy with 3 days on site at our Support Centre in Redditch, Worcestershire.
Senioriry level
* Entry level
Employment type
* Full-time
Job function
* Marketing and Sales
* Industries
* Retail
Not sure you meet all the criteria? Apply anyway. If you’re excited by the role, we’d love to hear from you.
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