Insight Manager CX Tracking

John Lewis Partnership; London; Hybrid; GBP 59,000 - 70,000; Full time

Job summary

A leading company seeks a skilled professional to manage and deliver a best-in-class customer Brand tracking program. This hybrid role involves leading insights projects, collaborating with teams, and ensuring effective stakeholder communication. The ideal candidate will have extensive experience in customer experience roles and strong analytical skills, contributing to better business decisions and enhancing customer satisfaction.

Qualifications

• Expertise in CX tracking and translating complex data into actionable insights.
• Extensive experience in customer CX roles with qualitative and quantitative expertise.
• Leadership experience fostering culture and collaboration.

Responsibilities

• Lead CX tracking projects, providing actionable insights to stakeholders.
• Ensure clarity on tracking objectives and methodologies.
• Deliver concise insights and recommendations for continuous improvement.

Skills

Analytical skills

Stakeholder management

Storytelling

Visualisation capabilities

Job description

About the role: To manage and deliver a best-in-class customer Brand tracking program, monitoring insights, and providing recommendations to help senior stakeholders make better business decisions aligned with the Partnership plan, ultimately delivering a better customer and Partner experience.

Expected Salary: Upto £70,000 (dependent on experience)

Contract type: This is a permanent contract

Working pattern/flexible working: This is a hybrid role, primarily based from home and the London Office, with visits to other locations as needed.

Key Responsibilities:

• Lead Insights: Lead CX (CSat) tracking projects, providing clear, relevant, and actionable insights to stakeholders.
• Scope Projects: Define insight objectives for complex projects, ensuring appropriate methodologies are used.

Evangelist for:

• Identify richer insight sources and demonstrate innovation using external trends.
• Champion customer sentiment, focusing on customer-centric planning and educating Partners on tracking methodologies like NPS and CSAT.
• Promote the function internally and externally, showcasing JLP's customer-centric approach.

Responsibilities:

• Ensure clarity and agreement on tracking objectives and methodologies with stakeholders.
• Maintain a robust reporting program accessible via Litehouse or other approved tools.
• Deliver concise insights and recommendations, encouraging stakeholder feedback for continuous improvement.
• Collaborate with teams like Customer Care & Loyalty to report holistic customer sentiment.
• Provide Q&A for insight outputs.

Agency and Partner Management:

• Ensure timely, budget-compliant project delivery by partners.
• Manage and challenge third-party suppliers for value and data accuracy.
• Conduct post-project reviews to maximize value.

Team Management:

• Lead a high-performing team, fostering a positive culture.
• Hold regular meetings to share research insights and promote collaboration.

Products and Toolkits:

• Maintain and develop brand reporting tools and deep dive options.
• Manage the Brand tracking bible for consistency.
• Seek innovative ways to integrate customer sentiment insights into broader data strategies.

Essential Skills and Experience:

• Expertise in CX tracking, quick response to metrics requests, and translating complex data into actionable insights.
• Strong analytical skills, storytelling, and visualisation capabilities.
• Experience managing agencies and self-serve programs with measurable improvements.
• Proficiency in various analysis techniques, including longitudinal and correlation analysis.
• Extensive experience in customer CX roles, with qualitative and quantitative expertise.
• Leadership experience with direct reports, fostering culture and collaboration.
• Active industry network and thought leadership in insights and research.
• Excellent stakeholder management and communication skills.

Desirable Skills/Experience:

• Experience in purpose-led or employee-owned environments.
• Linking survey and transactional data, supporting SCV development.

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About The Partnership:

We’re the UK's largest employee-owned business, home to John Lewis and Waitrose. We’re committed to innovation, diversity, and creating a supportive environment where everyone can thrive. We believe in shared ownership, kindness, and respect, building a workplace where all can belong and grow together.

Important Points:

Some roles require pre-employment vetting, including DBS checks and financial probity assessments. Apply promptly, as vacancies may close early. We support flexible working arrangements; discuss options with your interviewer.