At a Glance
- Tasks: Lead CX measurement projects and deliver actionable insights for business decisions.
- Company: Dynamic company focused on customer experience with a collaborative culture.
- Benefits: Competitive salary, flexible working, and opportunities for professional growth.
- Other info: Blended working approach with excellent career development opportunities.
- Why this job: Make a real impact by championing customer sentiment and driving change.
- Qualifications: Extensive CX tracking experience and strong analytical skills required.
The predicted salary is between 62000 - 70000 £ per year.
About the Role
Senior CX Lead – 12‑month fixed term contract. Blended working approach between Bracknell office and home.
Key Responsibilities
- Lead major CX measurement and CSAT tracking projects to deliver actionable insights for business decisions.
- Champion customer sentiment and tracking methodologies (NPS/CSAT) across the business.
- Manage third‑party agencies to ensure data accuracy, project delivery, and value for money.
- Deliver weekly, monthly, and quarterly tracking reports while driving continuous insight generation innovation.
- Partner with cross‑functional senior leaders, using compelling storytelling to translate data into action.
Essential Skills & Experience
- Extensive experience in a CX tracking role (client or agency side) – preferably in grocery or retail, with deep knowledge of NPS and CSAT methodologies.
- Highly analytical, able to digest large volumes of data, conduct complex analyses (longitudinal, correlation, cluster) and translate findings into a succinct, punchy, compelling story for senior audiences.
- Proven track record of managing agency providers, self‑serve data visualisation platforms, and partner agencies to deliver projects on time and within budget.
- Experience managing peers and stakeholders, developing team culture, and collaborating across complex matrix environments and cross‑functional teams.
- Outstanding commercial acumen with a track record of applying insights to drive actionable change in a fast‑paced commercial environment.
- Active industry network to bring best‑practice research, insight initiatives, and innovations to the business.
Desirable Skills & Experience
- Experience working within a purpose‑led and/or employee‑owned business structure.
- Experience linking survey and transactional data, and supporting Single Customer View (SCV) development.
Job Details
- Salary: Up to £70,000
- Pay Range: £62,000.00 – £115,000.00
- Contract Type: 12‑month Fixed‑term (temporary)
- Working Hours: Mon – Fri, standard contract hours
- Location: Bracknell Campus, Doncastle Road, Bracknell, Berkshire, RG12 8YA
- Job Level: Partnership Level 6
- Closing Date: 10 June 2026
Insight Manager - CX Tracking in Bracknell employer: John Lewis plc
As an Insight Manager at our Bracknell Campus, you will thrive in a dynamic and supportive work culture that champions innovation and collaboration. We offer a blended working approach, allowing for flexibility between home and office, alongside competitive salary packages and opportunities for professional growth within a purpose-led environment. Join us to make a meaningful impact on customer experience while being part of a team that values your insights and fosters your career development.
StudySmarter Expert Advice🤫
We think this is how you could land Insight Manager - CX Tracking in Bracknell
✨Tip Number 1
Network like a pro! Reach out to your connections in the CX field, especially those who might know about opportunities at companies you're interested in. A friendly chat can sometimes lead to a foot in the door.
✨Tip Number 2
Show off your analytical skills! Prepare a few examples of how you've turned data into actionable insights. When you get the chance to chat with potential employers, share these stories to demonstrate your value.
✨Tip Number 3
Don’t just apply and wait! Follow up on your applications through our website. A quick email or message can show your enthusiasm and keep you on their radar.
✨Tip Number 4
Be ready to discuss your experience with NPS and CSAT methodologies. Brush up on your knowledge and be prepared to explain how you've used these tools to drive change in previous roles.
We think you need these skills to ace Insight Manager - CX Tracking in Bracknell
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in CX tracking, especially with NPS and CSAT methodologies. We want to see how your skills align with the role, so don’t hold back on showcasing your relevant achievements!
Showcase Your Analytical Skills:Since this role is all about data, be sure to include examples of how you've handled large volumes of data and conducted complex analyses. We love a good story, so translate those findings into compelling narratives that demonstrate your impact.
Highlight Your Stakeholder Management Experience:We’re looking for someone who can manage relationships effectively. Share specific instances where you’ve collaborated with cross-functional teams or managed third-party agencies to deliver projects successfully. This will show us you can thrive in our matrix environment!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. Plus, we love seeing candidates who follow instructions!
How to prepare for a job interview at John Lewis plc
✨Know Your CX Metrics
Make sure you brush up on your knowledge of NPS and CSAT methodologies. Be ready to discuss how you've used these metrics in past roles to drive actionable insights. This will show that you understand the core responsibilities of the Insight Manager role.
✨Showcase Your Analytical Skills
Prepare to talk about specific examples where you've conducted complex analyses and how those findings influenced business decisions. Use data storytelling techniques to make your points compelling, as this is crucial for engaging with senior leaders.
✨Demonstrate Stakeholder Management
Think of instances where you've successfully managed third-party agencies or collaborated with cross-functional teams. Highlight your ability to deliver projects on time and within budget, as well as how you fostered a positive team culture.
✨Bring Industry Insights
Having an active industry network can set you apart. Be prepared to discuss best practices and innovations you've encountered in the CX space, especially in grocery or retail. This shows you're not just knowledgeable but also proactive in bringing fresh ideas to the table.
