Customer Insight Manager - Customer Experience

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About The Role

We have an exciting opportunity for a Customer Insight Manager - Customer Experience to join our Customer Insight Team in Hilmore House. In this role, you will be reporting into the Senior Customer Insight Manager, within the Customer and Marketing Function.

You will be managing the Customer Experience team, dedicated to creating compelling and actionable insights, utilising various sources of data, including NPS, customer satisfaction and complaints data. A key part of your role will be to influence the business to make decisions that drive customer satisfaction and business growth across all channels.

Some of your responsibilities will include:

• Be the voice of customer experience at Morrisons, influencing key stakeholders to drive customer centric change and improve NPS
• Deliver compelling and actionable insight to the business, including presenting in regular forums with senior stakeholders and large groups of colleagues
• Management and continuous improvement of our customer experience tracking tools, including competitor tracking, regular NPS surveys and complaints reporting
• Develop authentic and strong relationships with key stakeholders, particularly across retail, online, cafe, convenience and franchise
• Manage and develop three direct reports

You will bring a passion for putting customers first and championing the voice of the customer across the business. This role is crucial in helping the business to better understand the customer and creating a continuous improvement culture. Ideally, you will have previous experience in an insight role.

Our teams work from our head office in Bradford for three days and remotely for a day and a half, Monday to Friday. This position follows a hybrid model with a 4.5 day working week*

About You

We've built an incredibly diverse business, and we're working hard to make sure we truly represent the communities we serve. One of the best things about working with so many different people is having the opportunity to listen, learn and connect with lots of different views, perspectives and beliefs. For this role, we're looking for someone who has:

• Effective influencing skills and confident in communicating with senior stakeholders
• An strong understanding of grocery shoppers, needs and behaviours
• Exceptional written, visual and verbal communication skills
• Able to communicate insight to drive action: a demonstrable ability to synthesise data and facts into clear, concise findings, and draw out the 'so what?' implications
• Confident analysing and interpreting large data sets
• Excellent attention to detail
• Strong questioning and problem solving skills
• A passion for doing the right thing by customers with a high level of drive and personal resilience
• Proficient in Excel and Google programmes

About The Team

About Us Description:

Marketing is a fast-paced, high energy function that drives sales by putting the customer at the heart of everything we do. The marketing team are our brand champions, making sure we give customers what they want, at prices they like, and delivering an experience that's always unmistakably Morrisons. The team pioneers and delivers industry-leading work in a collaborative and friendly environment with a forward-thinking, people-focused culture. Work is always challenging, frequently fun, and the career prospects are exciting.

About The Company

Our modern Head Office on the edge of Bradford is home to our different support teams from tech, marketing and finance to HR, trading and supply chain.

Alive with activity, this is where decisions are made and our corporate teams make sure everything runs smoothly. Here, you'll find comfy breakout areas, a coffee shop, newsagents and subsidised restaurant all within commuting distance of Leeds, Manchester and the Yorkshire Dales - always with free parking.

We host regular seasonal events and you'll often find our suppliers on site sharing details of their latest product. We're also committed to fundraising for our current charity partner.

Our business is fast paced and ever changing, as such we've lots of opportunities for you to play your part in our success. We'd love to meet you...

Some of the benefits you can expect as follows;

• 15% colleague discount in our stores and online, plus an additional 10% card for a friend or family members (subject to fair usage)
• Generous holiday entitlement
• 4 and a half day working week with flexible working hours
• Company pension contributions
• Perks with over 850 retailers
• Free parking onsite
• A range of family friendly policies including 26 weeks maternity and adoption leave along with neonatal and fertility leave

Keep up to date with our latest campaigns, project updates and opportunities to get to know us better by clicking here

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