CX Insights Lead: Turn Feedback into Growth

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

Benefits offered by this job

Hybrid working

Fri-Yay finishes

Live Well Days

Bonus scheme

Private healthcare

Parental leave

Study support

Life cover

Job summary

KFC UK & Ireland is seeking an experienced Customer Experience Insights Manager to join the Insight Hub within the Strategy & Innovation Team. You will combine feedback from restaurants, digital and delivery to diagnose why customers behave as they do and to prioritise actions that improve experience and growth.

You will lead end-to-end qualitative and quantitative research, connect evidence from surveys, complaints and performance data, and translate complex findings into clear, executive-ready

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

• Understand the customer experience by bringing together feedback from surveys, complaints, mystery shopping and delivery platforms to build a joined-up view.
• Track measures, spot themes, pain points and opportunities across restaurant, digital and delivery journeys.
• Triangulate evidence to diagnose underlying drivers of experience and translate findings into actionable priorities.
• Lead qualitative and quantitative research to answer priority CX questions and connect customer experience to business outcomes.
• Own and maintain the CX insight story and influence senior leadership decisions with evidence-led recommendations.

Skills

CX insights

Research leadership

Analytics

Executive storytelling

Decision influence

Commercial acumen

Agency management

Job description

KFC UK & Ireland is seeking an experienced Customer Experience Insights Manager to join the Insight Hub within the Strategy & Innovation Team. You will combine feedback from restaurants, digital and delivery to diagnose why customers behave as they do and to prioritise actions that improve experience and growth.

You will lead end-to-end qualitative and quantitative research, connect evidence from surveys, complaints and performance data, and translate complex findings into clear, executive-ready