CX insights Manager

Halfords Group PLC; Redditch; Hybrid; GBP 60,000 - 85,000; Full time

Benefits offered by this job

Annual discretionary bonus

Pension

Life assurance

25 days annual leave + bank holidays

Enhanced family leave

Job summary

Halfords Group PLC in Redditch is seeking a CX Insights Manager to drive analytics and customer insight across the business. You will collect, analyse and interpret customer data to shape strategy and improve the customer experience, working with multiple teams.

The role combines data modelling, dashboards and Voice of Customer programs, with a focus on delivering actionable intelligence and measurable impact while operating in a hybrid setup based at the Redditch Support Centre.

Qualifications

• Strong communication and storytelling abilities to translate insights into actions.
• Proven success in Voice of Customer analytics delivering measurable impact.
• Experience with data extraction, modelling, web analytics and visualisation.

Responsibilities

• Lead design and delivery of customer insights using digital analytics and VOC data.
• Develop and maintain dashboards and reports to track insights and progress.
• Collaborate cross-functionally to shape the Group CX Strategy with other teams.
• Partner with the CX Insights team to combine quantitative and qualitative research.
• Leverage NPS, CSAT, reviews and other feedback to influence decisions.
• Communicate findings to all levels and benchmark CX against industry standards.

Skills

SQL

Excel

Dashboarding

Data visualisation

Medallia

Tableau

Google Analytics GA4

Python

Salesforce CRM

GDPR

Tools

Medallia

Tableau

Qlik

Job description

Job no: 567466
Work type: Full time
Site: Redditch
Categories: Digital, Data and Analytics
Location: Worcestershire
Salary: Competitive
Business Area: Halfords Support Centre

About us

Halfords is on a journey - building the future of motoring and cycling and looking for people who want to help shape what comes next. We’re a place for co‑creators: people who want to make a real impact, take ownership and be part of something that’s still evolving.

As the UK’s leading retailer of motoring and cycling products, we’re supported by one of the country’s largest independent vehicle servicing, maintenance and repair networks through Halfords Autocentres. This breadth gives us a strong, stable foundation - and the freedom to keep innovating and growing.

That means real variety for our colleagues, along with the opportunity to learn, stretch and develop as the business moves forward. Whatever your role, you’ll be part of a team focused on delivering exceptional service - using your expertise to solve problems, guide customers and help keep the nation moving with confidence.

About the role

As CX insights Manager, you will be the driving force behind the development and delivery of analytics & insight that transform the customer experience. In this dynamic, data-led role, you’ll collect, analyse, and interpret customer insights to generate powerful, actionable intelligence. Your work will amplify the voice of the customer across the organisation, ensuring it shapes and fuels decision-making at every level. You’ll champion the prioritisation of what truly matters most to our customers, creating a lasting impact across the business.

Key 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.

About you

• Exceptional communication and storytelling abilities to translate complex insights into clear, actionable strategies.
• Proven success in Voice of Customer analytics delivering measurable impact.
• Strong technical skills including data extraction, data modelling, web analytics and data visualisations
• Track record of distilling complex information into compelling visualisations and reports
• Ability to manage full Insight lifecycle - convert a brief into a defined scope, analyse the data & present the findings and recommendations within tight deadlines
• Customer-obsessed mindset with a proactive, can-do attitude and natural problem-solving skills.
• Proficiency in analytics & survey tools – SQL, Excel, dashboarding & visualisation & survey tools e.g. Medallia
• Good attention to detail and takes responsibility for the accuracy of their work
• Experience using Tableau, Qlik, Google Analytics (GA4), Python
• Experience with CRM systems (e.g. Salesforce)
• Knowledge of GDPR, retail compliance and consumer regulation.
• Experience in retail or ecommerce business.
• A fair and competitive salary evaluated against market data, annual discretionary bonus scheme, pension, life assurance, 25 days annual leave plus bank holidays and enhanced family leave.
• Commitment and dedication to your ongoing personal and professional development. We help you to own and grow your potential so you can be at your best in your current role and to support your future career aspirations.
• We offer hybrid working in our Support Centre, you will be based at our Support Centre 3 days a week with an optional 2 days working from home.
• You will have access to a wealth of employee discounts across the Halfords suite of products and services.
• Wellbeing and inclusion are at the heart of our colleague experience. We offer resources and ongoing support to enhance your wellbeing at work and active Colleague Networks supporting inclusion initiatives across Halfords.

At Halfords we are committed to creating an inclusive workplace for our colleagues. We're an equal opportunities employer and proud to welcome applications from all backgrounds and embrace diversity within our one Halfords Family.

At Halfords, we operate a hybrid working policy with 3 days on site at our Support Centre in Redditch, Worcestershire.