Customer Insight Specialist

We have an exciting opportunity for a Customer Insight Specialist to join our Customer Insight Team in Hilmore House. In this role, you will be reporting into the Senior Customer Insight Manager, within the Customer and Marketing Function.

You will be dedicated to creating insight, primarily utilising customer NPS, satisfaction and brand tracking data, to inform and influence the business to make decisions that drive customer satisfaction and business growth.

This is a fixed term contract of up to 12 months.

Your responsibilities will include:

• Reporting of customer experience metrics, for Morrisons and our competitors, and create recommendations for improvement
• Tracking the health and perception of the Morrisons brand and our competitors
• Management of our Internal Mystery Shopper programme
• Analysis of customer verbatim to identify key issues and trends
• Listening to customer and stakeholder feedback to help understand the main priorities
• Staying up to date on competitor activity
• Influencing key stakeholders in order to drive improvements for customers

You will bring a passion for putting customers first and championing the voice of the customer across the business. This role is crucial in helping the business to better understand the customer and creating a continuous improvement culture.

Ideally, you will have previous experience in an insight role. You will have autonomy with stakeholders across the business and will be confident in championing the customers needs, in order to drive improvements in customer experience and brand perception.

Our teams work from our head office in Bradford for three days and remotely for a day and a half, Monday to Friday. This position follows a hybrid model with a 4.5 day working week.

About you

We require the following knowledge and skills for this role:

• Confident using and understanding both qualitative and quantitative data
• Able to communicate insight to drive action: a demonstrable ability to synthesise data and facts into clear, concise findings, and draw out the ‘so what?’ implications
• An understanding of grocery shoppers, needs and behaviours
• Ability to work with multiple stakeholders
• Excellent attention to detail
• Strong questioning and problem solving skills
• Effective influencing skills
• Strong numerical skills and clear written and verbal skills

About us

Our modern Head Office on the edge of Bradford is home to our different support teams from tech, marketing and finance to HR, trading and supply chain.

Alive with activity, this is where decisions are made and our corporate teams make sure everything runs smoothly. Here, you’ll find comfy breakout areas, a coffee shop, newsagents and subsidised restaurant all within commuting distance of Leeds, Manchester and the Yorkshire Dales - always with free parking.

We host regular seasonal events and you’ll often find our suppliers on site sharing details of their latest product. We’re also committed to fundraising for our current charity partner.

Our business is fast paced and ever changing, as such we’ve lots of opportunities for you to play your part in our success. We’d love to meet you…

Some of the benefits you can expect as follows:

• 15% colleague discount in our stores and online, plus an additional 10% card for a friend or family members (subject to fair usage)
• Generous holiday entitlement
• 4 and a half day working week with flexible working hours
• Company pension contributions
• Perks with over 850 retailers
• Free parking onsite
• A range of family friendly policies including 26 weeks maternity and adoption leave along with neonatal and fertility leave

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