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*