Insight Operations Manager

Tesco UK; Welwyn Garden City; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading retail company is seeking a dedicated professional to lead their Customer Experience insight programmes. Key responsibilities include managing project timelines and budgets, delivering outcomes in line with business objectives, and fostering strong stakeholder relationships. Ideal candidates should have operational experience, proficiency in data visualization tools, and advanced Excel skills. This role offers a balanced approach to work, combining both office collaboration and remote flexibility.

Benefits

Flexible working options

Inclusive workplace policies

Collaborative office environment

Qualifications

• Previous experience in an operational role is required.
• Experience working with agencies and managing budgets.
• Advanced Excel skills needed for data handling.

Responsibilities

• Lead the smooth running of Customer Experience insight programmes.
• Own and maintain a programme roadmap with internal teams.
• Manage programme governance forums for decision-making.

Skills

Operational experience

Budget management

Data visualization tools

Advanced Excel skills

Project management

Stakeholder management

Understanding customers

Tracking research programmes

Tools

Medallia

Job description

Overview

The Insight team's mission is to act as the voice of the Customer and influence Tesco to make confident decisions that aligns with Customer expectations and needs. In this role you will play a pivotal part in driving our understanding of customers through delivering complex, cross-functional research programmes that support colleagues and help serve customers better.

Responsibilities

• Lead the smooth running of Tesco’s Customer Experience insight programmes, ensuring delivery to specification, on time and within budget
• Own and maintain a programme roadmap, identifying optimisation opportunities and coordinating inputs from internal teams and external agencies
• Set up & manage programme governance forums, driving effective decision-making and stakeholder alignment
• Deliver programme outcomes in line with business cases, managing trade-offs across interdependent projects
• Coordinate and assess change requests, ensuring appropriate scoping and resource allocation
• Proactively identify and resolve issues, anticipate risks, and manage escalations to maintain programme stability
• Build strong relationships with stakeholders to support delivery of software, tools, or professional services
• Forecast and manage programme budgets, ensuring financial control and transparency

Qualifications

• Previous experience in an operational role
• Experience working with agencies and managing budgets
• Experience of data visualisation tools or customer experience management tools (Medallia would be a bonus)
• Advanced Excel skills
• Excellent Project, Stakeholder & Programme management skills
• A passion for understanding customers and an inquisitive mind
• A good understanding of complex, continuous tracking research programmes (e.g. sampling plans, impact of questionnaire changes, how to track KPIs)

You might know us as a supermarket, technology company or even for our award-winning mobile network. Truth is, we’re all of those things, and much more. Our colleagues work with one goal in mind, helping to make every day a little better for our customers, colleagues and communities all over the world. No two customers are the same, neither are our colleagues.

At Tesco, we champion a balance that lets you thrive both in and out of work. Spend 60% of your week collaborating with colleagues at our office locations or local sites and the rest remotely. Whether you're just kicking off your career, juggling passions, or navigating big life events, we're here to support you. We always welcome a conversation about flexible working, so talk to us throughout your application about how we can support.

We're proud to be an accredited Disability Confident Leader, where everyone’s welcome. That’s why we commit to providing a fully inclusive and accessible recruitment process. If you need support with your application, we provide more information. And if you're interested in joining our team but don't tick every box, don't let that hold you back from applying.