Insight Manager CX Tracking

ABOUT THE ROLE To manage and deliver a best in class customer Brand tracking programs, monitoring and identifying 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 . Expected Salary -Upto £70000(dependent on experience) Contract type - This is a permanent contract Working pattern/flexible working - This is a hybrid working role, therefore your time will primarily be split between working from home, the London Office.. However, there will also be an expectation to visit other locations as the need arises. Key Responsibilities: What you lead Lead significant CX (CSat) tracking related insight projects for the line of business delivering clear, relevant, robust and actionable insight to stakeholders Lead the scoping of insight objectives for complex projects and agree with key stakeholders ensuring the right methodologies are used Evangelist for Constantly seek out more powerful, richer insight sources / opportunities and demonstrate an ability to be innovative and proactive using external sources and customer trends and proactive using external sources and customer trends Be the champion of customer sentiment, continually putting Customers at the heart of planning and strategic thinking and helping Partners understand brand and CX tracking methodologies and measures including NPS and CSAT methodologies Be an ambassador for the function internally and externally, showcasing the positive customer centric approach JLP takes with customer sentiment tracking What are you responsible for Ensure monthly and quarterly tracking and insight objectives are clear and agreed with key stakeholders, and adopt the most appropriate methodology to drive robust actionable insight Ensure there is a robust and timely tracking reporting program in place, delivering access to the insight and data needed via the Litehouse or other trackable self serve & DMO approved options Deliver concise, articulate insight and recommendations that can improve metrics, in a compelling and engaging way and encourage stakeholder feedback to continually optimise and improve output Work closely with key teams across the business e.g Customer Care & Loyalty team to ensure the most holistic and reflective customer sentiment is reported Provide Q&A of all insight project outputs / materials Agency and Partner suppliers Ensure projects are delivered on time and within budgets by Partner agencies 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 Ensure full post project wash ups are held with agency / supplier partners to ensure we are maximising value Your team management responsibilities (where line management is applicable) Lead a happy and high performing team as judged by the Happiness survey & ongoing contribution and objective setting linked to Business scorecards Manage regular team meetings to ensure a sense of connection and foster a sharing culture around research outputs and broader DI&A connections Products and toolkits Maintain a clear product toolkit of Brand reporting and deep dive options including self serve and bespoke Manage and maintain the Brand tracking bible ensuring consistency across JLP Constantly seek out more powerful, innovative of richer ways to build out the 360 degree view of the customer sentiment including how this can be integrated into DI&A transactional data Essential skills/experience you’ll need: A CX tracking expert - comfortable responding to quick-fire requests for metric reporting or insight derived from tracking to answer business questions and inform strategic decision making. Highly analytical and able to digest large volumes of data and translate complex analytics findings into actionable recommendations extract Able to form a coherent 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 Extensive experience in a customer CX tracking role, either client or agency-side, gathering and leveraging a range of insight and data sources to drive action in either grocery or retail environments Strong technical insight generation & or research background with qualitative & quantitative experience Experience managing direct reports including, culture development, process matrix management and collaboration with consultancies and partner agencies 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 across all levels of a business. Powerful storytelling, specifically communication and visualisation that brings insight to life for a senior business audience. Outstanding commercial acumen and experience applying insight in a fast paced commercial environment. Desirable skills/experience you may have: Experience in more Purpose led & or employee owned environments Experience of linking survey and transactional data and supporting SCV development #LI-HEADOFFICE #LI-HYBRID . Closing Date: April 4, 2025 Pay: £57,500.00 - £92,000.00 Annual Contract Type: Permanent Hours of Work: 35 Job Level: Partnership Level 6 Where You'll Be Working: London Central Office, 1 Drummond Gate, London, , SW1V 2QQ 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 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 important to note that some of our roles are subject to pre-employment vetting (which may include DBS checks for successful candidates). If required, you’ll be informed and provided with information about vetting during the recruitment process and we encourage you to complete any vetting documents quickly to avoid delays. Any DBS checks required will be carried out by a third-party registered body and financial probity checks may also be required for some of our roles. 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. Feel inspired. When you join the Partnership you join a different kind of business. One that seeks to make a difference, not just to ourselves, but to the lives of everyone.