Insight Manager CX Tracking

John Lewis Partnership; London; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading company in the UK is seeking a Customer Experience Manager to lead Brand tracking programs. This hybrid role involves delivering insights to senior stakeholders and improving customer experience through data-driven decision-making. The ideal candidate will have extensive experience in customer CX roles and strong analytical skills.

Qualifications

• Expertise in CX tracking and responding to metric requests.
• Strong analytical skills for translating data into actionable insights.
• Extensive experience in customer CX roles and managing insights.

Responsibilities

• Lead CX tracking insight projects and deliver actionable insights.
• Ensure tracking objectives are clear and use suitable methodologies.
• Manage third-party suppliers for value and data accuracy.

Skills

CX tracking

Analytical skills

Stakeholder relationship management

Communication skills

Data storytelling

Job description

Apply on JLP Jobs - the official careers website for John Lewis Partnership, John Lewis & Partners, and Waitrose & Partners.

About the role

To manage and deliver a best in class customer Brand tracking programs, monitoring and identifying insights and recommendations to help Senior stakeholders drive better business decisions aligned with the Partnership plan & 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 - Hybrid role, primarily from home and the London Office, with visits to other locations as needed.

Key Responsibilities:

What you lead

• Lead CX (CSat) tracking insight projects, delivering clear and actionable insights to stakeholders.
• Scope insight objectives for complex projects, ensuring appropriate methodologies.

Evangelist for

• Seek richer insight sources, demonstrate innovation, and leverage external trends.
• Champion customer sentiment and educate Partners on tracking methodologies like NPS and CSAT.
• Promote the function internally and externally, highlighting JLP's customer-centric approach.

Responsibilities

• Ensure tracking objectives are clear, agreed, and use suitable methodologies.
• Maintain a robust reporting program, providing access via Litehouse or other approved options.
• Deliver concise insights and recommendations to improve metrics and encourage stakeholder feedback.
• Collaborate with teams like Customer Care & Loyalty for comprehensive customer sentiment reporting.
• Provide Q&A for all insight outputs.

Agency and Partner management

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

Team management (if applicable)

• Lead a high-performing team, fostering a positive culture and regular engagement.

Products and toolkits

• Maintain and develop Brand reporting tools and the Brand tracking bible.
• Innovate ways to integrate customer sentiment insights, including transactional data.

Essential skills/experience

• Expertise in CX tracking, responding swiftly to metric requests.
• Strong analytical skills, capable of translating data into actionable insights.
• Effective storytelling with data, managing agency providers, and conducting various analyses.
• Extensive experience in customer CX roles, managing insights and data sources.
• Technical insight generation, stakeholder relationship management, and excellent 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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The partnership

We’re the largest employee-owned business in the UK, driven by our purpose to build a happier world, with brands John Lewis and Waitrose. We focus on retail excellence, innovation, and diversity, fostering a culture of ownership, kindness, and respect. We aim to create an environment where everyone can thrive and contribute.

As Partners, we make all the difference. And, we all own it.

Important points to note:

Some roles may require pre-employment vetting, including DBS checks and financial probity checks, with details provided during recruitment. Apply early as vacancies may close soon. We support flexible working arrangements, discussed during interviews.