Insight Manager – CX Tracking

At a glance

• Salary: Up to  £70,000

• Contract type: This is a 12 month Fixed term contract

• Working pattern: Our blended working approach allows you to work between the office (Bracknell) and home based on your needs and the business.

• Location: Bracknell

Key responsibilities

• CX Insight Leadership: Lead major CX measurement and CSat tracking projects to deliver actionable insights for business decisions.

• Customer Advocacy: Champion customer sentiment and tracking methodologies (NPS/CSAT) across the business.

• Supplier Management: Manage 3rd party agencies to ensure data accuracy, project delivery, and value for money.

• Reporting & Innovation: Deliver weekly, monthly, and quarterly tracking reports while driving continuous insight generation innovation.

• Stakeholder Engagement: Partner with cross-functional senior leaders, using compelling storytelling to translate data into action.

Essential skills/experience you’ll need

• CX Tracking Expertise: Extensive experience in a CX tracking role (client or agency-side) - ideally within a grocery or retail environment, with deep knowledge of NPS and CSAT methodologies.

• Analytical & Storytelling Skills: Highly analytical with the ability to digest large volumes of data, conduct complex analyses (longitudinal, correlation, cluster), and translate findings into a succinct, punchy, and compelling story for senior audiences.

• Supplier Management: Proven track record of managing agency providers, self-serve data visualisation platforms, and partner agencies to deliver projects on time and within budget.

• Leadership & Collaboration: Experience managing peers and stakeholders, developing team culture, and collaborating across complex matrix environments and cross-functional teams.

• Commercial Acumen: Outstanding commercial acumen with a track record of applying insights to drive actionable change in a fast-paced commercial environment.

• Industry Networks: An active industry network to bring best-practice research, insight initiatives, and innovations to the business.

Desirable skills/experience you may have

• Employee-Owned Culture: Experience working within a Purpose-led and/or employee-owned business structure.

• Data Integration: Experience linking survey and transactional data, and supporting Single Customer View (SCV) development.

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 (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 occasionally close vacancies early in the event we receive a high volume of applications, and therefore, we recommend you apply early. If you require a reasonable adjustment due to a disability which means you may need longer to complete your application please contact us as soon as possible.

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. 

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