Customer Experience Insights Manager

KFC UK & Ireland; Woking; Hybrid; GBP 60,000 - 85,000; Full time

Benefits offered by this job

Hybrid working

Fri-Yay finishes

Live Well Days

Bonus scheme

Private healthcare

Parental leave

Study support

Life cover

Job summary

KFC UK & Ireland is seeking an experienced Customer Experience Insights Manager to join the Insight Hub within the Strategy & Innovation Team. You will combine feedback from restaurants, digital and delivery to diagnose why customers behave as they do and to prioritise actions that improve experience and growth.

You will lead end-to-end qualitative and quantitative research, connect evidence from surveys, complaints and performance data, and translate complex findings into clear, executive-ready

Qualifications

• 5+ years' experience in insight, research, CX or a related analytical discipline.
• Strong end-to-end qualitative and quantitative research experience.
• Strong analytical and diagnostic capability, with experience combining multiple evidence sources to identify patterns, drivers and root causes.
• Proven ability to turn complex evidence into clear, compelling stories for senior audiences.
• Experience using insight to influence strategic, commercial or operational decisions.
• Strong commercial judgement and the ability to connect customer experience with customer behaviour and business outcomes.
• Experience managing agencies and multiple insight projects/stakeholders.

Responsibilities

• Understand the customer experience by bringing together feedback from surveys, complaints, mystery shopping and delivery platforms to build a joined-up view.
• Track measures, spot themes, pain points and opportunities across restaurant, digital and delivery journeys.
• Triangulate evidence to diagnose underlying drivers of experience and translate findings into actionable priorities.
• Lead qualitative and quantitative research to answer priority CX questions and connect customer experience to business outcomes.
• Own and maintain the CX insight story and influence senior leadership decisions with evidence-led recommendations.

Skills

CX insights

Research leadership

Analytics

Executive storytelling

Decision influence

Commercial acumen

Agency management

Job description

We sell the world’s best chicken. Seriously. And we’ve done it since 1939, when the idea of crispy, original recipe chicken took Kentucky by storm. Now, we’re proud to serve 1000+ communities across the UK and Ireland, bringing the grit, pride and iconic reputation that we started with, all those years ago.

Across the Restaurant Support Centre (RSC), we come to work to be ourselves, and to make something of ourselves. We want to see our potential go that little bit further, as part of one of the world’s most iconic brands.

What’s the gig? Well, you support our restaurants — and we’ll support you every step of the way. Simple. Our doors are open — and they can take you anywhere.

All we ask is that you be you. Because that makes us, us. Sound good? Great. Let’s find out about that job.

THE TEAM

Our Marketing team is a 50-strong crew of bold thinkers, culture shapers and creative doers, from Brand and Digital to Strategy, Food Quality and Innovation. We’re here to keep KFC at the heart of culture across the UK & Ireland, blending our iconic roots with fresh, fearless ideas that connect with real people.

You’ll sit within the Insight Hub in the Strategy & Innovation Team, helping the business understand what our customers are experiencing across restaurant, delivery and digital journeys.

ABOUT THE ROLE

As our Customer Experience Insights Manager, you'll help KFC understand what our customers are really experiencing – and turn that understanding into action.

You'll bring together insight from across our restaurants, digital and delivery journeys to diagnose what's happening, understand why, and identify the experience priorities that matter most for our customers and our growth.

This is much more than a customer listening role. You'll combine continuous feedback with ad hoc research, complaints, mystery shopping, delivery feedback and commercial and operational evidence to build the bigger picture. You'll turn complex evidence into compelling stories that challenge thinking, shape decisions and inspire action across KFC.

WHAT WILL YOU SPEND YOUR TIME DOING?

Understanding the Customer Experience

• Bring together feedback from surveys, complaints, mystery shopping, delivery platforms and other sources to build a joined-up view of the customer experience.
• Track the measures that matter and spot emerging themes, pain points and opportunities across restaurant, digital and delivery journeys.
• Triangulate multiple sources of evidence to diagnose the underlying drivers of customer experience – moving the business beyond what is happening to understand why.
• Make sure the customer voice is heard clearly in business decisions.

Turning Evidence into Insight

• Lead qualitative and quantitative research to answer priority customer experience and growth questions.
• Connect the dots across multiple sources to understand what is happening, why it is happening and what matters most.
• Move beyond reporting the numbers to diagnose the underlying drivers and root causes of the experience.
• Build clear, compelling CX stories that simplify complex evidence and show what it means for customers and the business.
• Identify the few experience priorities that matter most, separating meaningful signals from background noise.
• Connect customer experience to customer behaviour, operational performance and commercial outcomes.

Influencing What Happens Next

• Own and maintain the overarching CX insight story
• Bring the customer perspective into senior leadership and key business decisions.
• Partner with Operations, Digital, Marketing, Commercial and other teams to turn insight into clear priorities and action.
• Challenge thinking, stimulate debate and help the business make evidence-led choices — while ensuring the right teams own delivery.

WHAT WE LOVE FROM YOU

EXPERIENCE

• 5+ years' experience in insight, research, CX or a related analytical discipline.
• Strong end-to-end qualitative and quantitative research experience.
• Strong analytical and diagnostic capability, with experience combining multiple evidence sources to identify patterns, drivers and root causes.
• Proven ability to turn complex evidence into clear, compelling stories for senior audiences.
• Experience using insight to influence strategic, commercial or operational decisions.
• Strong commercial judgement and the ability to connect customer experience with customer behaviour and business outcomes.
• Experience managing agencies and multiple insight projects/stakeholders.

ABOUT YOU

• You’re relentlessly curious – you want to understand what customers are really experiencing and why, not simply report the numbers.
• You simplify complexity – you can connect multiple, sometimes conflicting, sources of evidence and find the signal in the noise.
• You’re a compelling storyteller – you make complex insight clear, memorable and commercially relevant.
• You thrive at pace – you can balance longer-term programmes with fast-moving business questions, knowing when to go deep and when good, robust insight at speed is what the business needs.
• You’re comfortable with challenge – you can hold your own in senior conversations, facilitate debate and constructively challenge established thinking.
• You’re commercially minded and action-oriented – you focus on what the evidence means, why it matters and what the business could do differently.
• You’re trusted partner – you build strong relationships and influence through evidence, while recognising that you don’t need to own every solution.

WHAT’S IN IT FOR YOU:

We offer benefits that make your life that little bit easier, because we know the juggle is real.

From flexible, hybrid working to Fri-Yay early finishes and Live Well Days, we’ve created a package that supports the real you, in and out of work.

You’ll get:

• Hybrid working from our Woking RSC (just 24 mins from London). Our Marketing team collaborate face to face in the office every Tuesday and Wednesday.
• Up to 11% company pension contributions
• Fri-Yay finishes at 1pm every Friday
• 5 Live Well Days a year, just for you
• Bonus scheme linked to company & personal performance
• Private healthcare, Digital GP access & mental health coaching
• Enhanced parental leave and flexible return options
• Study support, income protection, life cover & more
• And yes—25% off the chicken

THE ROAD TO BECOMING A REAL ONE...

• Intro call with our Talent Team
• Virtual call with Hiring Manager + additional Marketing team member
• F2F interview & Task at our HQ, Home of The Real Ones in Woking

KFC FOR EVERYONE:

Whoever you are and wherever you’re from, KFC is a place where you can bring the real you to work.

Our promise is this: every person who applies to a role at KFC, regardless of age, background, ethnicity, gender, ability, religion or sexual orientation, will have an equal opportunity to work here.

We don’t just welcome, we encourage applications from underrepresented groups from all industries.

If you’d like any additional support with your application, have a disability or condition that may affect your performance during the recruitment process, or have any other requirements — just let us know. We’ll be there to help…

Ready?

We hope so, if you’re ready to be part of our community, now’s the time to apply.

Worried you aren’t ticking all the boxes? Don’t - we’d still love to hear from you.