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- Tasks: Lead insight strategies to enhance customer experiences on our wellness platform.
- Company: Join Holland & Barrett, a leader in health and wellness committed to inclusivity and innovation.
- Benefits: Enjoy 25% employee discount, bonus, 33 days holiday, and private medical care.
- Why this job: Shape the future of digital wellness while collaborating with diverse teams in a supportive culture.
- Qualifications: Strong background in customer insights, research methodologies, and digital platforms required.
- Other info: Hybrid working model with a focus on employee wellbeing and diversity.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Experience Research & Insights Manager (H&B&Me)
Join to apply for the Experience Research & Insights Manager (H&B&Me) role at Holland & Barrett
Experience Research & Insights Manager (H&B&Me)
Join to apply for the Experience Research & Insights Manager (H&B&Me) role at Holland & Barrett
Join our team and be part of a company that truly lives its values. With our expertise and commitment to innovation, we aim to build trust and make health and wellness accessible to all. By fostering inclusivity and care, we work collaboratively to improve the well-being of our colleagues, customers, and communities.
Are you passionate about shaping customer experiences in digital wellness? Join us at Holland & Barrett as the Experience Insight & Optimisation Manager for H&B&Me , our flagship wellness platform. In this pivotal role, you\’ll lead the insight strategy that drives innovation and long-term engagement, using customer understanding to shape features, content, and services that support healthier lives.
This is an exciting opportunity to sit at the heart of insight, product, and UX—turning data into decisions that elevate digital wellbeing.
Key Responsibilities
- Lead the insight roadmap for H&B&Me, aligning product strategy with customer wellness goals and behaviours.
- Develop in-depth customer personas and journey insights to inform platform engagement and retention.
- Embed experience metrics (NPS, CSAT, retention) into a system of continuous optimisation.
- Design and deliver learning programmes including A/B testing, UX research, co-creation panels, and user feedback.
- Collaborate closely with Product, Design, and Analytics teams to embed insights into agile development cycles.
- Apply best-in-class research methods, behavioural science, and emerging trends to anticipate future needs.
Location:
This role is based in London (or Nuneaton), and is required to travel to our Nuneaton Hub (or London) and occasionally to any other location of H&B. We support flexibility and productivity of our employees by hybrid working arrangements with minimum 2 days presence in the offices.
Key Requirements
- Strong experience in customer or digital insight roles, ideally within mobile apps or wellness platforms.
- Skilled in both qualitative and quantitative research, journey mapping, and CX methodologies.
- Proficient in tools like Google Analytics, Mixpanel, Qualtrics, and UX testing platforms.
- Confident communicator and storyteller, with the ability to influence cross-functional teams.
- Future-focused and commercially aware, with a passion for creating meaningful customer experiences.
Our Benefits for this role include, but not limited to:
- H&B Employee Discount – 25%
- Bonus
- Pension company contribution
- 33 Days Holiday per year (Inclusive of bank holidays)
- Private Medical Care
- Exclusive benefits, free advice and savings from a range of retailers and providers
- Electric Car Scheme
We\’re passionate about helping every colleague thrive across all dimensions of wellbeing, and we\’re committed to having a diverse and inclusive workplace. In line with our EPIC values (Expertise, Pioneering, Inclusive, Caring), we embrace and actively celebrate all our colleagues\’ unique and varying experiences, backgrounds, identities and cultures – I am me, we are H&B.
,\”Please note: As part of our commitment to protecting our customers and colleagues, all roles at H&B&Me require a Basic DBS (criminal record) check. This helps us maintain a safe, trustworthy environment for everyone we support.\”
Holland & Barrett does not accept unsolicited resumes from search firms/recruiters. Please do not forward resumes to our job alias, employees, or any other company location. Holland & Barrett is not and will not be responsible for any fees if a candidate submitted by a search firm/recruiter unless otherwise agreed with respect to specific open position(s).
Seniority level
-
Seniority level
Mid-Senior level
Employment type
-
Employment type
Full-time
Job function
-
Job function
Research, Analyst, and Information Technology
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Industries
Wellness and Fitness Services
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Experience Research & Insights Manager (H&B&Me) employer: Holland & Barrett
Contact Detail:
Holland & Barrett Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Experience Research & Insights Manager (H&B&Me)
✨Tip Number 1
Familiarise yourself with Holland & Barrett's values and mission. Understanding their commitment to health and wellness will help you align your insights and strategies with their goals, making you a more attractive candidate.
✨Tip Number 2
Showcase your experience with customer personas and journey mapping. Prepare examples of how you've used these tools in previous roles to enhance customer engagement, as this is a key responsibility for the position.
✨Tip Number 3
Brush up on your knowledge of the latest research methods and tools like Google Analytics and UX testing platforms. Being able to discuss these confidently during interviews will demonstrate your expertise and readiness for the role.
✨Tip Number 4
Network with current or former employees of Holland & Barrett. Engaging with them can provide valuable insights into the company culture and expectations, which can help you tailor your approach when applying.
We think you need these skills to ace Experience Research & Insights Manager (H&B&Me)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer or digital insight roles, particularly within mobile apps or wellness platforms. Use specific examples that demonstrate your skills in qualitative and quantitative research.
Craft a Compelling Cover Letter: In your cover letter, express your passion for shaping customer experiences in digital wellness. Mention how your background aligns with the key responsibilities of the role and how you can contribute to Holland & Barrett's mission.
Showcase Your Skills: Highlight your proficiency in tools like Google Analytics, Mixpanel, and UX testing platforms. Provide examples of how you've used these tools to drive insights and improve customer experiences in previous roles.
Demonstrate Communication Skills: As a confident communicator and storyteller, ensure your application reflects your ability to influence cross-functional teams. Use clear and engaging language to convey your ideas and experiences effectively.
How to prepare for a job interview at Holland & Barrett
✨Understand the Company Values
Before your interview, take some time to research Holland & Barrett's values and mission. They emphasise inclusivity, care, and innovation, so be prepared to discuss how your personal values align with theirs.
✨Showcase Your Research Skills
As an Experience Research & Insights Manager, you'll need to demonstrate your expertise in both qualitative and quantitative research. Be ready to share specific examples of how you've used these skills in previous roles to drive customer engagement.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and how you would handle real-life situations related to customer insights and experience optimisation. Think of scenarios where you've successfully implemented changes based on user feedback.
✨Communicate Effectively
Since the role requires influencing cross-functional teams, practice articulating your ideas clearly and confidently. Use storytelling techniques to convey your insights and make them relatable to your audience.
