JD Global Customer Insight Manager – GVOC (Global Voice of the Customer) in Bury

Established in 1981 with a single store in the Northwest of England, the JD Group is a leading omni-channel retailer of Sports Fashion, Outdoors and Gyms with our colleagues working in stores across several retail fascias in many markets around the world. JD Sports Fashion Plc was listed on the London Stock Exchange in 1996 and has been a FTSE100 publicly quoted company since 2019 and continues to grow in the UK and internationally. We want to be the leading global omnichannel retailer in the sports and outdoor industry. To be a part of this successful company and help us to achieve this you will have the desire to ingrain our strategic goals of being a people-led, innovative and customer-focused organisation which provides operational excellence whilst identifying new areas of growth as part of our day to day objectives.

This Global Customer & Insight function is responsible for deepening JD Sports understanding of its customers, driving customer centric decision making, forecasting future customer behaviours, and supporting customer growth across all markets. This is a hybrid role, with 4 days in the office in Bury and 1 day working from home.

The Global Customer Insight Manager – GVOC plays a key role within this function, working closely with the GVOC Lead to translate customer feedback from the Global Voice of the Customer programme into clear, actionable insight for senior stakeholders across markets and functions. The role focuses on understanding NPS performance, identifying the drivers of customer experience, and informing initiatives that improve retention, loyalty and commercial outcomes. The ideal candidate will be a confident voice for our customers, with the ability to turn data into insight and actionable recommendations, identifying trends and cross referencing internal and external data sources with confidence. You will act as a trusted insight partner, ensuring that customer feedback is not only understood but used to inform priorities, decisions and improvements across JD Sports.

Key Responsibilities

• Insight Generation & Analysis
  • Lead insight generation from the Global Voice of the Customer (GVOC) programme, including ongoing analysis of NPS trends and supporting metrics.
  • Identify key drivers, themes and trends within customer feedback, integrating survey results with wider data sources such as contact data, order data, social listening and operational metrics.
  • Work with the GVOC Analyst to report and monitor key performance indicators on a weekly and monthly basis, ensuring outputs are accurate, relevant and timely.
• Insight to Action
  • Identify gaps and improvement opportunities across the end to end customer journey, using insight to highlight priority areas for action.
  • Collaborate with cross functional teams to translate insight into clear, actionable recommendations that improve customer experience and retention.
  • Support tracking and evaluation of actions taken as a result of GVOC insight, helping demonstrate impact over time.
  • Present compelling, insight led narratives to senior stakeholders on customer experience trends, projects and opportunities.
  • Deliver insight to internal and external stakeholders in an engaging, collaborative and outcomes focused way.
  • Act as a credible advocate for the customer, ensuring the customer voice is represented in discussions and decision making.
• GVOC Platform & Partner Management
  • Support the ongoing development and optimisation of GVOC dashboarding and reporting within the Qualtrics platform.
  • Work closely with external partners delivering elements of the GVOC programme (e.g. Qualtrics), ensuring effective collaboration and high quality outputs.
• Leadership & Team Contribution
  • Line manage the GVOC Analyst, supporting their development and ensuring high standards of analysis and delivery.
  • Work closely with members of the Global Planning & Insight team to deliver joined up, data driven storytelling and strategic insight.
  • Stay up to date with developments in customer insight, CX research and analytics, including advancements in text analysis and insight automation.
  • Identify knowledge gaps and propose new approaches to deepen understanding of customer needs, behaviours and expectations.
  • Support longer term strategic planning (e.g. 3–5 year outlooks), as well as more immediate tactical and trading needs.
  • Support regional and local teams in adapting global insight outputs to their specific markets, encouraging adoption and action.

Skills, Experience & Capabilities

• Minimum of 3 years’ experience in a customer insight, analytics or insight led role, agency side or client side.
• Demonstrated ability to turn complex data into clear, actionable insight that influences business decisions.
• Strong understanding of customer analytics, VoC methodologies and NPS measurement.
• Proven experience working with multiple data sources to build a holistic view of the customer.
• Excellent Excel and PowerPoint skills, with strong attention to detail.
• Strong written and verbal communication skills, with the ability to adapt style for different audiences.
• Confident stakeholder management skills, including experience presenting to senior leaders.
• Retail or omni channel experience.
• Previous line management or people leadership experience.
• Experience working with VoC or survey platforms such as Qualtrics.

Personal Attributes

• Customer first mindset with genuine curiosity about customer behaviour and experience.
• Self starter able to take work from initiation through to delivery and review.
• Comfortable managing multiple priorities in a fast paced, seasonal retail environment.
• Collaborative, resilient and positive, with the confidence to challenge and influence where needed.

We know our colleagues work tirelessly to make JD Sports the success it is today and in turn, we offer them some amazing benefits including staff Discount On JD Group and other brands within the organisation and personal development opportunities to learn and develop at work.