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Insight Manager - CX Tracking

John Lewis Partnership, Bracknell, Bracknell Forest

Insight Manager - CX Tracking

£62000-£115000

John Lewis Partnership, Bracknell, Bracknell Forest

  • Full time
  • Temporary
  • Remote working

Posted 3 days ago, 7 Jun | Get your application in today.

Closing date: Closing date not specified

Job ref: 6b00d97e67ba45c695f7c64b4e66b3cd

Location ref: Bracknell, Bracknell Forest

Full Job Description

  • CX Insight Leadership: Lead major CX measurement and CSat tracking projects to deliver actionable insights for business decisions.
  • Customer Advocacy: Champion customer sentiment and tracking methodologies (NPS/CSAT) across the business.
  • Supplier Management: Manage 3rd party agencies to ensure data accuracy, project delivery, and value for money.
  • Reporting & Innovation: Deliver weekly, monthly, and quarterly tracking reports while driving continuous insight generation innovation.
  • Stakeholder Engagement: Partner with cross-functional senior leaders, using compelling storytelling to translate data into action., Our BAME Network supports Black, Asian, and Minority Ethnic Partners, celebrate their contributions and create a more inclusive workplace.
    • Faith & Belief FAB (Faith & Belief) is aimed at educating, celebrating and increasing awareness of all faiths and beliefs.Gender Equality Promoting Gender equality, empowering Partners to overcome barriers and be more involved in topics outside of their day job.Linkages Our intergenerational or age network aiming to build awareness of the benefits and opportunities of an intergenerational workforce.Pride Our first network that we developed. Designed to support the LGBTQ+ community and their allies.Working Parents Our Working Parents' Network supports and inspires working parents throughout their parenting journey.Care Experience Providing a safe and supportive community for Partners with experience in the care system.Carers Network The network aims to raise awareness and support Partners who are carers, and their allies.Ability Championing workplace disability inclusion by creating a supportive environment and offering peer communities for those with diverse needs.Unity Our BAME Network supports Black, Asian, and Minority Ethnic Partners, celebrate their contributions and create a more inclusive workplace.Faith & Belief FAB (Faith & Belief) is aimed at educating, celebrating and increasing awareness of all faiths and beliefs.Gender Equality Promoting Gender equality, empowering Partners to overcome barriers and be more involved in topics outside of their day job.Linkages Our intergenerational or age network aiming to build awareness of the benefits and opportunities of an intergenerational workforce.Pride Our first network that we developed. Designed to support the LGBTQ+ community and their allies.Working Parents Our Working Parents' Network supports and inspires working parents throughout their parenting journey.

  • CX Tracking Expertise: Extensive experience in a CX tracking role (client or agency-side) - ideally within a grocery or retail environment, with deep knowledge of NPS and CSAT methodologies.
  • Analytical & Storytelling Skills: Highly analytical with the ability to digest large volumes of data, conduct complex analyses (longitudinal, correlation, cluster), and translate findings into a succinct, punchy, and compelling story for senior audiences.
  • Supplier Management: Proven track record of managing agency providers, self-serve data visualisation platforms, and partner agencies to deliver projects on time and within budget.
  • Leadership & Collaboration: Experience managing peers and stakeholders, developing team culture, and collaborating across complex matrix environments and cross-functional teams.
  • Commercial Acumen: Outstanding commercial acumen with a track record of applying insights to drive actionable change in a fast-paced commercial environment.
  • Industry Networks: An active industry network to bring best-practice research, insight initiatives, and innovations to the business.
    • Desirable skills/experience you may have
  • Employee-Owned Culture: Experience working within a Purpose-led and/or employee-owned business structure.
  • Data Integration: Experience linking survey and transactional data, and supporting Single Customer View (SCV) development.

    We're the largest employee owned business in the UK and home of our cherished brands, John Lewis and Waitrose. We're not just employees, we're Partners, driven by our purpose to build a happier world. As we look to our future, there's never been a more exciting time to join us.
    • We're ruthlessly focused on being brilliant at retail. We continue to innovate, adapt and diversify. Never Knowingly Undersold on price, quality and service in John Lewis and passionately serving food-lovers in Waitrose. As Partners we all share the responsibility of ownership and in its rewards. We use our voices to contribute to our success, working together through the good and challenging times, holding true to our behaviours and treating everyone with kindness and respect. We all own making the Partnership somewhere we belong. Embracing our differences and creating an environment where we're free to be ourselves and can THRIVE. Growing ourselves individually, and as a collective. As Partners, we make all the difference. And, we all own it., This is where you'll be based, whether that's in a shop, distribution centre or one of our head offices. Bracknell Doncastle Road Berkshire, RG12 8YA See Commute

    We want all of our Partners to have a good work-life balance and we support flexible working. This might mean flexible or compressed hours, job sharing or shorter hour contracts, where possible. Please discuss this further with the hiring manager during your interview., Leisure Learning Enjoy learning a new skill or hobby even more by claiming up to £200 towards certain tutored courses. (Applies to courses which you pay for in advance yourself).PARTNER DISCOUNT 25% off at John Lewis and 20% at Waitrose. We knew you'd like this one! (some exclusions apply). (Partner discount is only available following successful completion of your 90-day Earning Membership period once you have started).Clubs & Societies From arts & crafts to fishing, from skiing to running, we have so many clubs and societies bringing Partners with shared interests together.HOLIDAY & LEAVE Enjoy a generous holiday provision. Plenty of time for some rest and relaxation. (The amount of holiday you'll get depends on your role and working hours. It increases over time).PENSION & LIFE ASSURANCE Secure your future with our comprehensive pension scheme and life assurance.

Direct job link

https://www.jobs24.co.uk/job/insight-manager-cx-tracking-126946789
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