Strategic Customer Insight Manager

JD Sports Fashion; Bury; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading omni-channel retailer seeks a Strategic Customer Insight Manager to enhance customer understanding and drive improvements across the omnichannel journey. This role involves analyzing data trends, leading supplier management, and collaborating with stakeholders to ensure impactful results. Ideal candidates will possess customer strategy experience and strong communication skills, contributing to the company’s growth and service excellence.

Benefits

Staff discount on JD Group brands

Personal development opportunities

Qualifications

• Proven experience in customer strategy / CX, quality improvement.
• Excellent communication skills, adaptable to different situations.
• Strong teamwork character in a fast-paced environment.

Responsibilities

• Lead customer insight initiatives to enhance customer satisfaction.
• Interrogate data trends for business performance validation.
• Present insights to senior stakeholders to support decision-making.

Skills

Customer satisfaction understanding

Communication

Microsoft Excel

Leadership

Job description

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Join to apply for the Strategic Customer Insight Manager role at JD Sports Fashion

Established in 1981 with a single store in the Northwest of England, the JD Group is a leading omni-channel retailer of Sports Fashion, Outdoors and Gyms with our colleagues working in stores across several retail fascias in many markets around the world.

JD Sports Fashion Plc was listed on the London Stock Exchange in 1996 and has been a FTSE100 publicly quoted company since 2019 and continues to grow in the UK and internationally.

We want to be the leading global omnichannel retailer in the sports and outdoor industry. To be a part of this successful company and help us to achieve this you will have the desire to ingrain our strategic goals of being a people-led, innovative and customer-focused organisation which provides operational excellence whilst identifying new areas of growth as part of our day to day objectives.

Strategic Customer Insight Manager

Reporting to: Head of Consumer Insight

Location: Bury / Hybrid

Hours: 40 hours per week (P/T optional) FTC - Feb 2026

Role Overview: A key role within the customer team to dial up customer understanding across the omnichannel journey and surface actionable insight to drive improvements in CX. Constantly evolving the insight programme to generate a global NPS metric as well as rich insight to support risks and opportunities. Interrogating the data to support decision making across other strategic customer priorities. Engaging with stakeholders across the group to ensure the outputs land with impact.

Roles & Responsibilities

• Champion the “Voice of our Customer”, by interrogating contact trends, order data, social media, survey results and any other data across the business. Use this insight to drive positive change across the business with the customer at the focus of everything we do.
• Lead supplier management for all partners delivering the NPS customer survey tool (Qualtrics / WorldLine / Tru Rating).
• Play a key role in the GVOC Programme and Transformation team to drive ongoing progress and innovation.
• Act as business user main contact globally for Voice of Customer and NPS performance.
• Be the bridge between the business and data teams, supplying briefs, ensuring business requirements are met, designing reports and dashboards.
• Present to senior stakeholders on customer experience trends, projects and improvement areas.
• Responsible for identifying potential gaps/areas that require improvement in the customer journey and working with the teams to recommend potential solutions.
• Interrogate data trends to validate business performance and adherence to customer sla’s and customer promise to ensure customers get what they want, when they want it.
• Report and measure appropriate key performance indicators on a weekly and monthly basis and ensure that these are delivered and reported on to internal and external stakeholders in a way that is engaging and collaborative
• Build on the foundations and developments that have been made over the past 2 years since the programmge began and develop future strategic intent for this powerful source of customer insight.
  
  

Skill/Experience/Knowledge Essential

• Must have a thorough and demonstrable understanding of the underlying drivers and barriers of customer satisfaction across omni-channel journeys and how actionable insight has driven change.
• Previous experience in customer strategy / CX, quality improvement and process enhancement in the Ecommerce/Retail sector
• Excellent people skills
• Strong communication skills both written and oral
• Ability to adapt communication style to any given situation
• A self-starter who can take a task from initiation to full and final review and demonstrate benefits
• Demonstrate character to fit within an ambitious, challenging and fast paced team culture
• Excellent Microsoft excel & PPT skills are essential.
  
  

Skill/Experience/Knowledge Desired, But Not Essential

• Previous experience of working with and delivering Transformation projects
• Ability to manage senior stakeholders well
• Work well under the pressure of seasonal retail demands
  
  

We know our colleagues work tirelessly to make JD Sports the success it is today and in turn, we offer them some amazing benefits including staff Discount On JD Group and other brands within the organisation and personal development opportunities to learn and develop at work.

Thank you for your time

#JD

Apply Now

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Temporary

Job function

• Job function

  Marketing and Sales

• Industries

  Retail

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