Insight Executive Brand & CX Tracking

About the roleTo manage and deliver ongoing best in class CX tracking, monitoring and insight and recommendations that can help Senior stakeholders drive better business decision making aligned to the Partnership plan & delivering a better customer and Partner experience

• Hybrid Working - This is a hybrid working role, therefore your time will primarily be split between working from home (in the UK) and London Head Office and occasional visits to Bracknell 

• Expected Salary- Up to £65,000

What you lead

• Delivery of CX (CSat) tracking related insight projects for theWaitrose and John Lewis delivering clear, relevant, robust and actionable insight to stakeholders

What you are the evangelist for 

• Be the champion of customer sentiment, continually putting Customers at the heart of planning and strategic thinking and helping Partners understand CX tracking methodologies and measures including NPS and CSAT measures 

What you are responsible for 

• Ensure delivery of a robust and timely tracking reporting program, delivering access to the insight and data needed via the Litehouse or other trackable self serve & DMO approved data visualisation platforms

• Ensure weekly, monthly and quarterly tracking and insight objectives are clear and agreed with key stakeholders, and adopt the most appropriate methodology to drive robust actionable insights

• Ensure measurement and tracking reports are uploaded to and available for Partners to find on the LITEhouse 

• Work closely with key teams across the business e.g  Customer Care & Loyalty teams to ensure the most holistic and reflective customer sentiment is reported

What agency and partners you look after 

• Manage and challenge 3rd party suppliers effectively, driving greater value for money and data accuracy while also ensuring they are consistently delivering for the business’ strategic needs

What product and toolkit areas you look after 

• Weekly / Monthly reporting and Quarterly deep dive outputs /Self service dashboards and continually raising engagement and traffic to them / CSAT reporting on the Litehouse 

Essential skills/experience you’ll need 

• Experienced in helping deliver CX tracking programs 

• Comfortable responding to quick-fire requests for metric reporting or insight  derived from tracking to answer business questions and inform strategic decision making.  

• Analytical and able to digest large volumes of data and translate complex analytics findings into actionable recommendations extract 

• Able to form a story, illustrated with key facts in a succinct and punchy paper/deck to answer specific business questions.

• Ability to work quickly and accurately to tight timeframes and able to scope and define clear briefs and interpret and quickly understand insight requirements

• Ability to manage agency providers and self serve programs with clear and trackable improvement results 

• An ability to conduct a range of analysis including longitudinal,  correlation & cluster analysis is important

• Experience ( 3 - 5 years) in a customer CX tracking role, either client or agency-side, gathering and leveraging a range of insight and data sources to drive action

• Strong technical insight generation & or research background with qualitative & quantitative experience

• Active industry networks to bring best practice research & insight initiatives and innovations to JLP

• Demonstrable thought leadership through collation, interpretation and analysis of multiple sources of data.

• Building, managing and influencing diverse cross functional stakeholder relationships.

• Evidence of storytelling, specifically communication and visualisation that brings insight to life for a senior business audience.

• Good commercial acumen and experience applying insight in a fast paced commercial environment.

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About The Partnership

We’re the largest employee owned business in the UK and home of our cherished brands, John Lewis and Waitrose. We’re not just employees, we’re Partners, driven by our purpose to build a happier world. As we look to our future, there’s never been a more exciting time to join us.

We’re ruthlessly focused on being brilliant at retail. We continue to innovate, adapt and diversify. Never Knowingly Undersold on price, quality and service in John Lewis and passionately serving food-lovers in Waitrose.

As Partners we all share the responsibility of ownership and in its rewards. We use our voices to contribute to our success, working together through the good and challenging times, holding true to our behaviours and treating everyone with kindness and respect.

We all own making the Partnership somewhere we belong. Embracing our differences and creating an environment where we’re free to be ourselves and can THRIVE. Growing ourselves individually, and as a collective.

As Partners, we make all the difference. And, we all own it.

Important points to note:

It’s important to note that some of our roles are subject to pre-employment vetting. If required, you’ll find out more about vetting throughout the recruitment process and we encourage you to complete any vetting documents quickly to avoid delays.

We also recommend that you apply as soon as possible as vacancies can close early if we see a high number of applicants.

We want all of our Partners to have a good work-life balance and we support flexible working. This might mean flexible or compressed hours, job sharing or shorter hour contracts, where possible. Please discuss this further with the hiring manager during your interview.