Insight Research Manager - Customer Experience

We have a very exciting opportunity as we are setting up a brand new team within the Insights function! The In House Research team will be set up from first principles, staffed and a new operating model put in place within Tesco. It is a role with Group accountability and focuses on the in-house research strategy and delivery of a broad work plan to support insight needs for Customer, Product, Channels, Strategy and monetisation of our panel capability through dunnhumby.

You will lead a programme of research that improves the way we understand the needs of our customers and compels us to create products, propositions and experiences that drive our growth objectives. Ensuring we can evaluate the brand and customer experience impact as we roll out change in the business

• Responsible for the insight generated from the Group Wide Customer Experience listening programme and for the targeting of investments in specific touchpoints, treatments to achieve brand and NPS targets.
• Working alongside Insight Partners for each channel and touchpoint, ensuring the design of the programme captures relevant feedback from Customers to enable us to improve both touchpoint NPS and Brand NPS.
• Own and set up customer journey surveys to measure and track progress of Customer Experience metrics and ensure linkage across the Group
• Monetise the CX drivers, so we can pinpoint action for different groups of customers.
• Report Customer Experience metrics for the different scorecards, weekly and monthly and ensure that the storytelling is excellent, simple and drives action
• Be the liaison between colleagues and our agencies supporting with running the programme
• Setting up research projects, defining sampling strategy, targets, scripting and questionnaire design. You will set up test and control trials following propositional change in channels and support with recommended actions to improve trials to better achieve targets set - for brand, customer experience, customer growth and market share performance
• Influence the changes we make to the Customer proposition and operations of our channels and touchpoints

• Highly skilled in a range of research methods with experience turning research findings into proposition decisions
• Experience in Customer Experience programme design including journey mapping
• Diagnostic approach, can understand data to identify trends and highlight what truly matters and/or will make the biggest difference
• Strong ability to translate business strategy into a series of opportunities via robust insight
• Strong consulting skills to partner effectively with multiple agencies and colleagues
• Retail and channel experience desirable

Our vision at Tesco is to become every customer's favourite way to shop, whether they are at home or out on the move. Our core purpose is ‘Serving our customers, communities and planet a little better every day’. Serving means more than a transactional relationship with our customers. It means acting as a responsible and sustainable business for all stakeholders, for the communities we are part of and for the planet.

We are proud to have an inclusive culture at Tesco where everyone truly feels able to be themselves. At Tesco, we not only celebrate diversity, but recognise the value and opportunity it brings. We're committed to creating a workplace where differences are valued, and make sure that all colleagues are given the same opportunities. We're a big business with diverse working patterns and many business areas which means that we can find something that works for you. Everyone is welcome at Tesco.

We have recently announced that we will be moving towards a more blended working week – combining office and remote working. Our offices will continue to be where we connect, collaborate and innovate. Please talk to us to about how this can work for you.

NOTE: Should you be successful in your application, your offer will be subject to and conditional upon you providing your bank account details on your agreed start date.

We offer excellent benefits that help make Tesco a great place to work! These include but aren’t limited to:

• Annual bonus scheme
• Holiday starting at 25 days plus a personal day (plus 8 Bank holidays)
• Retirement savings plan - save between 4% and 7.5% and Tesco will match your contribution
• Life Assurance - 5 x contractual pay
• Great colleague deals and discounts, saving you money on everyday purchases, eating out and utility bills for the home
• Opportunities to get on - take advantage of our ongoing learning opportunities and award-winning training, to help you achieve the job and career you want

Click here to read more about the benefits we have available for our colleagues