CX Insights Lead — Drive Customer Experience Impact (Hybrid)

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

Benefits offered by this job

Hybrid working

Pension contributions

Fri-Yay finishes

25 days holiday

Live Well Days

Bonus scheme

Private healthcare

Mental health coaching

Parental leave options

Study support

Life cover

Job summary

KFC UK & Ireland is seeking a Customer Experience Insights Manager to understand what our customers are really experiencing across restaurant, delivery and digital journeys. You’ll gather insight from surveys, complaints, mystery shopping and delivery feedback, diagnose why things happen, and identify the priorities that matter most for customers and growth.

You’ll turn complex evidence into clear CX stories that inform senior decisions, partnering with Operations, Digital, Marketing and

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

• 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.
• Tracking measures and spotting emerging themes, pain points and opportunities across restaurant, digital and delivery journeys.
• Triangulating multiple sources of evidence to diagnose the underlying drivers of customer experience – moving the business beyond what is happening to understand why.
• Ensuring the customer voice is heard clearly in business decisions.

Skills

5+ years experience

End-to-end research

Analytical skills

Storytelling

Influence decisions

Commercial judgement

Agency management

Job description

KFC UK & Ireland is seeking a Customer Experience Insights Manager to understand what our customers are really experiencing across restaurant, delivery and digital journeys. You’ll gather insight from surveys, complaints, mystery shopping and delivery feedback, diagnose why things happen, and identify the priorities that matter most for customers and growth.

You’ll turn complex evidence into clear CX stories that inform senior decisions, partnering with Operations, Digital, Marketing and