Customer Insight Manager

We’re the feel-good fashion brand making style accessible and fun for over 55 years, on our website, mobile app and over 300 stores in the UK.

By living our values - we play to win, customer obsessed, we are one and it starts with me - we deliver That New Look Feeling for our customers and each other.

As Customer Insight Manager
, you are responsible for leading the delivery of customer-led insight that shapes decision‑making across the business. You will play a critical part in the on‑going embedding of the voice of the customer into strategy, prioritisation and performance management.

The role owns the Voice of Customer (VoC) programme and broader Customer Experience (CX) insight agenda, ensuring customer feedback, behavioural data and performance metrics are translated into clear, actionable insight. It sits at the centre of the organisation, acting as a connector between Ecom, Digital, Marketing, Product, Retail Operations and Leadership teams.

You will bring together multiple data sources - including Medallia (VoC), digital analytics, operational KPIs, and ad‑hoc research - to create a single, compelling narrative on what matters most to customers, where experiences are breaking down, and where the biggest opportunities for improvement and growth exist.

This role combines strong analytical capability with commercial acumen, storytelling and stakeholder influence. Through dashboards, insight packs, workshops, continuous collaboration and leadership engagement, you ensure insight drives prioritisation, roadmap decisions and measurable improvements to customer experience and business performance.

• 40% staff discount plus friends & family discounts throughout the year
• Access to our reward platform for external discount and offers
• Virtual GP access for you and your children – it allows you to speak to a doctor at a time and date that suits you
• All employees are covered by our life assurance policy from day one
• Unlock extra leave with our buy more holiday scheme.
• Celebrate YOU! Enjoy an extra paid day off on your birthday each year
• Enhanced maternity, paternity and adoption leave, and shared parental leave.
• Spread the cost of your commute with interest‑free season ticket loans
• Do your bit for the environment and save money with our Cycle2
  
  Work scheme
• We're proud to partner with the Retail Trust and Fashion & Textile Children's Trust

VOICE OF CUSTOMER OWNERSHIP
Own and develop the end‑to‑end Voice of Customer programme, ensuring customer feedback is captured consistently across channels and touchpoints. Act as the subject‑matter expert on CX, governing surveys, alerts, dashboards and insight outputs to maximise value for the business. Evolve and mature the VoC programme, establishing governance, standards and operating rhythms to drive adoption, consistency and action across the business. Working collaboratively with agency partner Higher Oak to ensure a clear VoC roadmap that drives continuous improvement and aligns with business strategies.

CUSTOMER EXPERIENCE INSIGHT & ANALYSIS
Analyse CSAT and other scored metrics alongside verbatim feedback and behavioural data to identify pain points, moments that matter and drivers of satisfaction and loyalty. Deliver clear, prioritised insight that highlights root causes and opportunities for improvement. Linking what driving improvements would do to financial KPIs. Manage multiple projects simultaneously, balancing conflicting priorities and timings to ensure timely delivery and high‑quality insight outputs.

DASHBOARDS & REPORTING
Design, build and maintain automated dashboards and reporting suites using tools such as Power BI, SQL, Databricks & Medallia. Ensure stakeholders have timely, accurate and actionable visibility of customer experience performance, trends and progress against KPIs. Leverage large‑scale data environments (e.g. Databricks) to enhance insight capability and depth. Partner with Data and Engineering teams to maintain the integration of CX data into enterprise data platforms, enabling customer metrics to sit alongside financial and operational KPIs.

Work closely with Data, BI and Analytic colleagues to…