CX Insights Lead: Data-Driven Customer Experience

Halfords; Redditch; Hybrid; GBP 60,000 - 80,000; Full time

Benefits offered by this job

Hybrid working

3 days on site Redditch

Employee discounts

Pension

Life assurance

25 days leave + bank holidays

Enhanced family leave

Discretionary bonus

Job summary

Halfords is seeking a CX insights Manager to drive analytics and customer insight delivery that shapes the customer experience. You will collect, analyse, and interpret customer data, creating actionable intelligence and dashboards to empower decisions across marketing, operations, product and support teams.

You will champion prioritising what matters to customers, partner with the Group CX team, and use tools like NPS, CSAT, and social feedback to influence strategic directions.

Qualifications

• Experience in Voice of Customer analytics delivering measurable impact.
• Strong technical skills including data extraction, data modelling, web analytics and data visualisations.
• Experience using CRM systems (e.g. Salesforce) and GDPR/retail compliance knowledge.

Responsibilities

• Lead the design and delivery of customer insights using digital analytics tools, surveys, and Voice of Customer data to identify pain points and opportunities.
• Develop and maintain dynamic dashboards and reports to track insights, measure progress, and keep stakeholders informed and motivated.
• Collaborate cross-functionally to design and implement the Group CX Strategy, aligning marketing, operations, product, and support teams on customer experience goals.
• Partner with the Halfords Customer Insight team to combine quantitative analytics and qualitative research, providing a comprehensive understanding of customer behaviour and motivations.
• Leverage NPS, CSAT, Google reviews and other feedback channels to amplify customer insights and influence strategic decision-making.
• Communicate findings and recommendations effectively to all organisational levels, ensuring customer insights drive action and benchmark CX performance against industry standards.

Skills

Data extraction

Data modelling

Web analytics

Data visualisation

SQL

Excel

Tableau

Qlik

Google Analytics GA4

Python

Salesforce

Medallia

Tools

Tableau

Qlik

Google Analytics GA4

Python

Salesforce

Medallia

Excel

SQL

Job description

Halfords is seeking a CX insights Manager to drive analytics and customer insight delivery that shapes the customer experience. You will collect, analyse, and interpret customer data, creating actionable intelligence and dashboards to empower decisions across marketing, operations, product and support teams.

You will champion prioritising what matters to customers, partner with the Group CX team, and use tools like NPS, CSAT, and social feedback to influence strategic directions.