Customer Insight Lead: Transform Pricing & Promotions

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

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.