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For Companies At a Glance
- Tasks: Lead customer insights to enhance the experience and drive strategic decisions.
- Company: Join Halfords, a leader in motoring and cycling innovation.
- Benefits: Enjoy a competitive salary, car allowance, and hybrid working options.
- Why this job: Make a real impact by amplifying the voice of the customer.
- Qualifications: Strong analytical skills and experience in customer insights required.
- Other info: Be part of a dynamic team with a commitment to personal development.
The predicted salary is between 46200 - 66000 £ per year.
Apply now Job no: 560395
Work type: Full time
Site: Redditch
Categories: Digital, Data and Analytics
Location: Worcestershire
Salary: £55,000 plus car allowance
Business Area: Halfords Support Centre
About us
At Halfords, our mission is to inspire and support a lifetime of motoring and cycling. As a specialist retailer, we lead the market through customer-driven innovation and a distinct product range. We are dedicated to providing our customers with an integrated, unique, and convenient service experience—from e-bike and electric vehicle servicing to on-demand solutions. Our commitment is to foster customer loyalty by offering compelling reasons to keep coming back to our stores, ensuring a lifetime of motoring and cycling enjoyment.
The teams at our Redditch Support Centre work with every other area of our business, putting them at the heart of the action and playing a key role in our success and growth. Everyone brings their individual knowledge and experience to work every day, working as one team to keep things moving smoothly.
If you’re willing to get stuck in, you’ll love it here too. So put yourself at the heart of a dynamic, fast-paced working environment where expertise and focus take people far.
About the role
As Customer Insight Manager, you will be the driving force behind the development and delivery of insights that transform the customer experience. In this dynamic, data-led role, you’ll collect, analyse, and interpret customer insights to generate powerful, actionable intelligence. Your work will amplify the voice of the customer across the organisation, ensuring it shapes and fuels decision-making at every level. You’ll champion the prioritisation of what truly matters most to our customers, creating a lasting impact across the business.
Key responsibilities
- Lead the design and delivery of customer insights using digital analytics tools, surveys, and Voice of Customer data to identify pain points and opportunities.
- Develop and maintain dynamic dashboards and reports to track insights, measure progress, and keep stakeholders informed and motivated.
- Collaborate cross-functionally to design and implement the Group CX Strategy, aligning marketing, operations, product, and support teams on customer experience goals.
- Partner with the Halfords Customer Insight team to combine quantitative analytics and qualitative research, providing a comprehensive understanding of customer behaviour and motivations.
- Leverage NPS, CSAT, Google reviews, and other feedback channels to amplify customer insights and influence strategic decision-making.
- Communicate findings and recommendations effectively to all organisational levels, ensuring customer insights drive action and benchmark CX performance against industry standards.
About you
- Exceptional communication and storytelling abilities to translate complex insights into clear, actionable strategies.
- Proven success in Voice of Customer analytics delivering measurable impact.
- Strong technical skills including data extraction, data modelling, web analytics and data visualisations
- Track record of distilling complex information into compelling visualisations and reports
- Ability to manage full Insight lifecycle – convert a brief into a defined scope, analyse the data & present the findings and recommendations within tight deadlines
- Customer-obsessed mindset with a proactive, can-do attitude and natural problem-solving skills.
- Proficiency in analytics & survey tools – SQL, Excel, dashboarding & visualisation & survey tools e.g. Medallia
- Good attention to detail and takes responsibility for the accuracy of their work
- Experience using Tableau, Qlik, Google Analytics (GA4), Python
- Experience with CRM systems (e.g. Salesforce)
- Knowledge of GDPR, retail compliance and consumer regulation.
- Experience in retail or ecommerce business.
- A fair and competitive salary evaluated against market data, annual discretionary bonus scheme, pension, life assurance, 25 days annual leave plus bank holidays, car allowance and enhanced family leave.
- Commitment and dedication to your ongoing personal and professional development. We help you to own and grow your potential so you can be at your best in your current role and to support your future career aspirations.
- We offer hybrid working in our Support Centre, you will be based at our Support Centre 3 days a week with an optional 2 days working from home.
- You will have access to a wealth of employee discounts across the Halfords suite of products and services.
- Wellbeing and inclusion are at the heart of our colleague experience. We offer resources and ongoing support to enhance your wellbeing at work and active Colleague Networks supporting inclusion initiatives across Halfords.
Not sure you meet all the criteria? We\’d encourage you to take the wheel and apply anyway! At Halfords we are committed to creating an inclusive workplace for our colleagues. We\’re an equal opportunities employer and proud to welcome applications from all backgrounds and embrace diversity within our one Halfords Family.
At Halfords, we operate a hybrid working policy with 3 days on site at our Support Centre in Redditch, Worcestershire.
Update your details, view your application and progress.
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Customer Experience (CX) Analytics Manager employer: Halfords Group PLC
Contact Detail:
Halfords Group PLC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience (CX) Analytics Manager
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their mission and values, especially how they relate to customer experience. This will help you tailor your answers and show you're genuinely interested.
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've used data to drive customer insights in previous roles. This will demonstrate your expertise and make you stand out as a candidate.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining the Halfords team and contributing to our mission.
We think you need these skills to ace Customer Experience (CX) Analytics Manager
Some tips for your application 🫡
Show Your Passion for Customer Experience: When you're writing your application, let your enthusiasm for customer experience shine through! We want to see how you can transform insights into action and make a real difference in our customers' lives.
Be Data-Driven: Since this role is all about analytics, make sure to highlight your experience with data tools and methodologies. We love candidates who can turn complex data into clear insights, so don’t hold back on showcasing your technical skills!
Tailor Your Application: Take the time to customise your application for this specific role. Mention how your previous experiences align with our mission at Halfords and how you can contribute to our customer-driven innovation.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. Don’t miss out!
How to prepare for a job interview at Halfords Group PLC
✨Know Your Data Tools
Make sure you’re familiar with the analytics tools mentioned in the job description, like SQL, Tableau, and Google Analytics. Brush up on how to extract and visualise data, as you might be asked to demonstrate your technical skills during the interview.
✨Showcase Your Customer-Centric Mindset
Prepare examples that highlight your customer-obsessed approach. Think of specific instances where your insights led to measurable improvements in customer experience. This will show that you understand the importance of the voice of the customer in shaping business decisions.
✨Communicate Clearly and Effectively
Practice translating complex data into simple, actionable insights. You may need to explain your findings to stakeholders at various levels, so being able to tell a compelling story with your data is crucial. Use clear visuals if possible to support your points.
✨Collaborate and Connect
Since the role involves cross-functional collaboration, think about how you’ve worked with different teams in the past. Be ready to discuss how you can align marketing, operations, and product teams on customer experience goals, showcasing your teamwork and communication skills.
