Customer Insight Partner

Booker; Wellingborough; On-site; GBP 42,000 - 65,000; Full time

Job summary

Booker is seeking a Customer Insight Partner to join our newly established insights team, focusing on turning data, feedback and research into customer understanding that informs business decisions.

You will design and run mixed-method studies, combine diverse data sources, and present insights to stakeholders across Sales, Operations, Commercial, Marketing, Product and Leadership to shape strategy.

Qualifications

• Experience in a research, insight or customer experience role, independently delivering projects.
• Curious mindset and genuine interest in understanding customer behaviour, needs and experiences.
• Strong experience designing and conducting qualitative and quantitative research.
• Strong data literacy to analyse customer, research and business data.
• Ability to bring together different sources of data and research to create a clear story.
• Track record turning insight into recommendations that influence decision making.
• Strong stakeholder management and influencing skills, with the ability to drive action.
• Adaptable in a growing, evolving team.
• Retail, wholesale, FMCG or foodservice experience would be beneficial.

Responsibilities

• Designing, delivering and analysing qualitative and quantitative research to answer the question at hand.
• Owning insight projects from brief through analysis, recommendations and action planning.
• Supporting Customer Experience measurement by identifying pain points and opportunities across the journey.
• Monitoring customer feedback to identify emerging themes and trends.
• Bringing together data, feedback and research to create actionable insight.
• Turning insight into recommendations that help teams make better decisions.
• Presenting insights clearly to diverse audiences across Sales, Operations, Commercial, Marketing, Product and Leadership.
• Building strong internal relationships to embed customer understanding into decisions.
• Collaborating with external research partners to deliver high-quality insights.

Skills

Research mindset

Data literacy

Qualitative & quantitative research

Stakeholder influencing

Storytelling with data

Job description

What's in it for you

At Booker, along with being a great place to work and giving you an opportunity to get on in your career, we also offer the following fantastic package of benefits:

• A Booker colleague card with 10% off purchases at Booker and double discount events up to three times a year.
• After 3 months service, a Tesco colleague discount card with 10% increasing to 15% off most purchases at Tesco for a 4 day period after every four-weekly pay day, ie. thirteen times a year. In addition to 10% off at Tesco Cafe and 20% off all F&F purchases.
• 10% off pay monthly & SIM only deals with Tesco Mobile for yourself, along with further great deals through-out the year.
• Up to 30% off car, pet and home insurance at Tesco bank. Terms and conditions apply.
• Free eye test when you spend £50 or more. You can also save 30% when you spend £50 or more on glasses, prescription sunglasses and contact lenses.
• 50% off health checks at Tesco Pharmacy.
• Exclusive access to discounted RAC breakdown cover rates
• An exclusive deals and discounts website saving you money on everyday purchases including a cycle to work scheme.
• After 3 months service, you can join our annual Save As You Earn share scheme which allows you to buy Tesco shares in the future at a discount.
• Retirement savings plan (pension) - save up to 5% and Booker will match your contribution.
• Life Assurance - You are covered for death in service life cover of up to three times annual pay
• Health and Wellbeing support and resources including our 24/7, confidential Employee Assistance Programme and Virtual GP for you and your family.
• A great holiday package

About the role

Are you naturally curious about what makes customers tick? Do you enjoy getting behind the data, feedback and research to understand what's really happening, and then turning those findings into something people can act on?

We're looking for a Customer Insight Partner to join our newly established team, focusing on insights, and help put the customer at the heart of decision making at Booker.

Booker serves a diverse range of customers, from independent retailers and forecourts to cafés, takeaways, pubs, restaurants and multi-site operators. That gives us a huge amount of customer data, feedback and research to work with, and plenty of opportunities to uncover what our customers need, where we can improve and where there's an opportunity to do things differently.

You’ll take ownership of a varied mix of insight projects. One day you could be designing a survey or analysing customer feedback, the next you could be speaking directly to customers, bringing together different sources of data or presenting your findings to stakeholders across the business.

As part of a growing team, you'll also play an active role in shaping how we use customer insight at Booker, helping to develop research programmes, tools and ways of working while making sure insight leads to meaningful action.

(This role is known internally as Insight Partner)

You will be responsible for

• Designing, delivering and analysing both qualitative and quantitative research, using the right approach to answer the question at hand.
• Taking ownership of insight projects from the initial brief through to analysis, recommendations and action planning.
• Supporting Customer Experience measurement and improvement by identifying pain points, opportunities and key moments across the customer journey.
• Keeping a close eye on customer feedback to identify emerging themes, trends and opportunities.
• Bringing together customer data, feedback, trends and research findings to create clear, compelling and actionable insight.
• Turning insight into recommendations that help teams make better decisions and take action.
• Presenting insight in a clear and engaging way, tailoring your approach for different audiences across Sales, Operations, Commercial, Marketing, Product and Leadership.
• Building strong relationships with internal stakeholders and helping embed customer understanding into decision making.
• Working with external research and insight partners where needed to deliver high-quality research and insight.
• Championing the customer perspective and helping ensure insight influences business priorities and decisions.

You will need

• Experience in a research, insight or customer experience role, either client side or agency side, with experience independently delivering insight projects from start to finish.
• A naturally curious mindset and a genuine interest in understanding customer behaviour, needs and experiences.
• Strong experience designing and conducting both qualitative and quantitative research, such as surveys, customer interviews, observations or research communities.
• Strong data literacy, with the ability to analyse customer, research and business data and turn findings into actionable insight.
• The ability to bring together different sources of data and research to create a clear and compelling story.
• A track record of turning insight into recommendations that influence decision making.
• Strong stakeholder management and influencing skills, with the ability to create clear briefs and drive action through insight.
• The ability to adapt and thrive in a growing and evolving team.
• Retail, wholesale, FMCG or foodservice experience would be beneficial.