Online Experience & NPS Improvement Lead

Morrisons; Bradford; On-site; GBP 42,000 - 56,000; Full time

Benefits offered by this job

15% discount in store

Annual bonus

Career progression

Generous holiday entitlement

Pension and life assurance

Healthcare benefits

Aviva Digital GP

MyPerks discounts

Free parking onsite

Family leave

Private Healthcare

Car allowance

Job summary

Morrisons is seeking an Online Manager – Operations for a fixed-term contract (up to 12 months) to lead the strategy and execution for improving Online NPS and our customer complaints improvement plan. You will transform feedback into concrete actions, identify friction points across the customer journey, and partner with cross-functional teams to deliver measurable improvements.

With a data-driven mindset, you will reduce complaint volumes, optimise the online customer experience, and drive

Qualifications

• Experience in managing customer sentiment metrics (NPS/CSAT) and complaints frameworks.
• Strong analytical skills with ability to interpret complex data and trends.
• Proven ability to lead cross-functional initiatives and drive improvements.

Responsibilities

• Own and drive the Morrisons.com Online NPS target and customer satisfaction.
• Develop and govern the end-to-end customer complaints action plan to reduce drivers.
• Analyze customer data, feedback, and verbatim to identify root causes across order picking, substitutions, and delivery.
• Collaborate with Ocado to enhance feature releases and software functionality for Store Pick tech.
• Track and report on key customer sentiment targets and operational performance to leadership.

Skills

NPS metrics

CSAT metrics

Data analysis

Cross-functional teamwork

Project management

Communication skills

Job description

Morrisons is seeking an Online Manager – Operations for a fixed-term contract (up to 12 months) to lead the strategy and execution for improving Online NPS and our customer complaints improvement plan. You will transform feedback into concrete actions, identify friction points across the customer journey, and partner with cross-functional teams to deliver measurable improvements.

With a data-driven mindset, you will reduce complaint volumes, optimise the online customer experience, and drive