Insight Operations Manager

Tesco; Welwyn Garden City; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A prominent retail company in the United Kingdom is seeking an individual to lead their Customer Experience insight programmes. The role involves managing budgets, optimizing research, and delivering insights that align with customer needs. Candidates should possess operational experience, proficiency in data visualization tools, and strong project management skills. This position promotes a balanced approach to work, allowing team collaboration both in office and remotely.

Benefits

Annual bonus scheme up to 20%

25 days holiday plus personal day

Private medical insurance

26 weeks maternity leave at full pay

Free 24/7 virtual GP service

Qualifications

• Previous experience in an operational role.
• Experience working with agencies and managing budgets.
• Experience of data visualization tools or customer experience management tools.
• Advanced Excel skills.
• Excellent project, stakeholder, and programme management skills.
• A passion for understanding customers and an inquisitive mind.
• Good understanding of complex, continuous tracking research programmes.

Responsibilities

• Lead the smooth running of Tesco's Customer Experience insight programmes.
• Own and maintain a programme roadmap, identifying optimisation opportunities.
• Set up & manage programme governance forums.
• Deliver programme outcomes in line with business cases.
• Coordinate and assess change requests.
• Proactively identify and resolve issues to maintain programme stability.
• Build strong relationships with stakeholders.
• Forecast and manage programme budgets.

Skills

Operational experience

Budget management

Data visualization tools

Advanced Excel

Project management

Stakeholder management

Understanding customers

Tools

Medallia

Job description

Tesco UK • Shire Park, Kestral Way, Welwyn Garden City • Permanent • Apply by 21-Nov-2025

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.

What is in it for you

We're all about the little helps. That's why we make sure our Tesco colleague benefits package takes care of you - both in and out of work. Click Here to find out more!

• Annual bonus scheme of up to 20% of base salary
• Holiday starting at 25 days plus a personal day (plus Bank holidays)
• Private medical insurance
• 26 weeks maternity and adoption leave (after 1 years' service) at full pay, followed by 13 weeks of Statutory Maternity Pay or Statutory Adoption Pay, we also offer 6 weeks fully paid paternity leave
• Free 24/7 virtual GP service, Employee Assistance Programme (EAP) for you and your family, free access to a range of experts to support your mental wellbeing

You will be responsible for

• 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

You will need

• 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)

About us

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, click here for 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.