Customer Insight Lead

China-Britain Business Council; Nuneaton; Hybrid; GBP 50,000 - 70,000; Full time

Benefits offered by this job

33 days holiday, including bank

Private medical insurance – single

Wellbeing and health perks

Employee pension and life assurance

Colleague discounts

Cycle to Work scheme

Job summary

Holland & Barrett in the United Kingdom is seeking a Customer Insight Lead for an 18-month transformation. This hybrid role combines research, customer segmentation and pricing insights to shape propositions and commercial decisions.

You'll own the customer insight plan, partner with Analytics, CRM, Marketing and Finance, and translate findings into actionable recommendations. This is a hands-on, cross-functional role aimed at improving trust, value perception and repeat purchase.

Qualifications

• Experience in customer insight or research within retail, consumer or digital environments.
• Knowledge of qualitative and quantitative research methods including survey design and segmentation.
• Ability to connect customer research with transactional or CRM data to understand needs and behaviours.
• Commercial awareness and ability to translate insight into actionable recommendations.
• Strong communication skills to influence cross-functional decisions.

Responsibilities

• Own the customer insight plan for the transformation and define key research questions.
• Bring the voice of the customer into programme discussions, focusing on value perception and trust.
• Collaborate with Analytics and CRM to link attitudes and segments with observed behaviour.
• Shape hypotheses and measures for pricing, promotions, and personalisation trials.
• Translate learnings into clear recommendations for propositions and trials.
• Establish reusable customer insight governance across teams and markets.
• Work with Commercial, Digital Trading, Marketing, Finance, and others to inform decisions with customer evidence.

Skills

Customer insight experience

Qualitative & quantitative methods

CRM data integration

Data-driven recommendations

Stakeholder management

Job description

Nuneaton | 18-month Fixed Term Contact | Hybrid working, with a minimum of two days per week in the office.

Intro

Better pricing and promotions start with understanding what matters to our customers.

As we transform how H&B approaches pricing and promotions, customer insight needs to be at the heart of the decisions we make. What customers value, how they respond to offers and what builds their trust all matter when shaping propositions that work for both our customers and our business.

As Customer Insight Lead, you'll champion the customer voice throughout this 18-month transformation. You'll bring together research, behavioural evidence and customer segmentation to help teams understand not just what customers do, but why. Your insight will shape programme decisions, support trials and help ensure what we learn leads to meaningful action.

This is an opportunity to influence an important commercial transformation, working across teams to make customer insight a practical part of how H&B makes pricing and promotions decisions.

What you'll be doing

• Own the customer insight plan for the transformation, identifying the key questions that research and existing evidence need to answer.
• Bring the voice of the customer into programme discussions and decisions, considering value perception, trust, clarity and how customers are likely to respond.
• Partner with Analytics and CRM teams to connect customer attitudes, needs and segments with observed behaviour, identifying opportunities to improve repeat purchase, cross-category shopping and engagement.
• Shape customer hypotheses and research measures for pricing, promotions, subscription and personalisation trials, helping teams understand both what happened and why.
• Translate customer learning into clear recommendations and practical actions that can influence propositions, trial design and commercial decisions.
• Establish consistent ways to bring customer insight into pricing and promotions governance, making learning accessible and reusable across teams and markets.
• Work collaboratively with Commercial, Digital Trading, Marketing, Finance, Category and other stakeholders to ensure customer evidence informs decisions alongside financial and commercial outcomes.

What you'll bring

• Experience in customer insight or research within retail, consumer or digital environments.
• Practical knowledge of qualitative and quantitative research methods, including survey design, segmentation and behavioural interpretation.
• The ability to connect customer research with transactional or CRM data to build a clearer picture of customer needs and behaviours.
• Commercial awareness and the ability to turn insight into clear, actionable recommendations.
• Strong communication and stakeholder management skills, with the confidence to represent the customer perspective and influence cross-functional decisions.
• A curious, evidence-led approach and the ability to make complex findings accessible and useful to others.

Holidays

• 33 days, including bank holidays
• 24/7 Virtual GP access
• Private medical insurance – single cover
• Annual free at-home health testing kit (after 6 months' service)
• Access to our Employee Assistance Programme and a network of Mental Health First Aiders whenever you need support

Financial Wellbeing

• Workplace pension with 5% employer contribution
• Life assurance (2x salary, after 6 months' service)

Reward

• £50 Colleague product allowance on Holland & Barrett products (after 6 months' service)
• Access to cashback and discounts from a wide range of retailers
• 25% colleague discount, available in store and online
• Free Wellhub membership, with discounted access to gyms, studios and premium wellbeing apps
• Cycle to Work scheme

Ready to put customer insight at the heart of an important business transformation? If you enjoy uncovering what drives customer behaviour and turning evidence into decisions that make a difference, this 18-month secondment is an opportunity to help shape how H&B approaches pricing and promotions.

About Holland & Barrett

We exist to make health and wellness a way of life for everyone, adding quality years to life. With more than 150 years of experience, we bring together knowledge, evidence-led thinking and practical support to help people move forward on their own wellness journeys. Understanding our customers better helps us make their experiences more relevant and meaningful.

Inclusion & accessibility statement

We want every colleague to feel included and able to bring their experience and perspective to work. If you need an adjustment to support you through the application process, please let the hiring team know.