At a Glance
- Tasks: Analyse customer experiences and turn insights into impactful actions for KFC.
- Company: Join KFC, a beloved brand serving communities since 1939.
- Benefits: Enjoy hybrid working, early finishes, generous holiday, and private healthcare.
- Other info: Inclusive workplace encouraging diverse applications and supporting your unique journey.
- Why this job: Make a real difference by shaping customer experiences at an iconic brand.
- Qualifications: 5+ years in insights or research with strong analytical skills.
The predicted salary is between 9.9 - 12.1 £ per hour.
WELCOME TO KFC, HOME OF THE REAL ONES.
We sell the world’s best chicken.
Seriously.
And we’ve done it since 1939, when the idea of crispy, original recipe chicken took Kentucky by storm.
Now, we’re proud to serve 1000+ communities across the UK and Ireland, bringing the grit, pride and iconic reputation that we started with, all those years ago.
Across the Restaurant Support Centre (RSC), we come to work to be ourselves, and to make something of ourselves.
We want to see our potential go that little bit further, as part of one of the world’s most iconic brands.
What’s the gig? Well, you support our restaurants — and we’ll support you every step of the way. Simple. Our doors are open — and they can take you anywhere.
All we ask is that you be you. Because that makes us, us. Sound good? Great. Let’s find out about that job.
THE TEAM
Our Marketing team is a 50-strong crew of bold thinkers, culture shapers and creative doers, from Brand and Digital to Strategy, Food Quality and Innovation.
We’re here to keep KFC at the heart of culture across the UK & Ireland, blending our iconic roots with fresh, fearless ideas that connect with real people.
You’ll sit within the Insight Hub in the Strategy & Innovation Team, helping the business understand what our customers are experiencing across restaurant, delivery and digital journeys.
ABOUT THE ROLE
As our Customer Experience Insights Manager, you'll help KFC understand what our customers are really experiencing – and turn that understanding into action.
You’ll bring together insight from across our restaurants, digital and delivery journeys to diagnose what's happening, understand why, and identify the experience priorities that matter most for our customers and our growth.
This is much more than a customer listening role.
You'll combine continuous feedback with ad hoc research, complaints, mystery shopping, delivery feedback and commercial and operational evidence to build the bigger picture.
You’ll turn complex evidence into compelling stories that challenge thinking, shape decisions and inspire action across KFC.
WHAT WILL YOU SPEND YOUR TIME DOING?
- Understanding the Customer Experience
- Bring together feedback from surveys, complaints, mystery shopping, delivery platforms and other sources to build a joined-up view of the customer experience.
- Track the measures that matter and spot emerging themes, pain points and opportunities across restaurant, digital and delivery journeys.
- Triangulate multiple sources of evidence to diagnose the underlying drivers of customer experience – moving the business beyond what is happening to understand why.
- Make sure the customer voice is heard clearly in business decisions.
- Turning Evidence into Insight
- Lead qualitative and quantitative research to answer priority customer experience and growth questions.
- Connect the dots across multiple sources to understand what is happening, why it is happening and what matters most.
- Move beyond reporting the numbers to diagnose the underlying drivers and root causes of the experience.
- Turning Insight into Impact
- Build clear, compelling CX stories that simplify complex evidence and show what it means for customers and the business.
- Identify the few experience priorities that matter most, separating meaningful signals from background noise.
- Connect customer experience to customer behaviour, operational performance and commercial outcomes.
- Influencing What Happens Next
- Own and maintain the overarching CX insight story.
- Bring the customer perspective into senior leadership and key business decisions.
- Partner with Operations, Digital, Marketing, Commercial and other teams to turn insight into clear priorities and action.
- Challenge thinking, stimulate debate and help the business make evidence-led choices — while ensuring the right teams own delivery.
- WHAT WE LOVE FROM YOU
EXPERIENCE
- 5+ years' experience in insight, research, CX or a related analytical discipline.
- Strong end-to-end qualitative and quantitative research experience.
- Strong analytical and diagnostic capability, with experience combining multiple evidence sources to identify patterns, drivers and root causes.
- Proven ability to turn complex evidence into clear, compelling stories for senior audiences.
- Experience using insight to influence strategic, commercial or operational decisions.
- Strong commercial judgement and the ability to connect customer experience with customer behaviour and business outcomes.
- Experience managing agencies and multiple insight projects/stakeholders.
ABOUT YOU
- You’re relentlessly curious – you want to understand what customers are really experiencing and why, not simply report the numbers.
- You simplify complexity – you can connect multiple, sometimes conflicting, sources of evidence and find the signal in the noise.
- You’re a compelling storyteller – you make complex insight clear, memorable and commercially relevant.
- You thrive at pace – you can balance longer‑term programmes with fast‑moving business questions, knowing when to go deep and when good, robust insight at speed is what the business needs.
- You’re comfortable with challenge – you can hold your own in senior conversations, facilitate debate and constructively challenge established thinking.
- You’re commercially minded and action-oriented – you focus on what the evidence means, why it matters and what the business could do differently.
- You’re a trusted partner – you build strong relationships and influence through evidence, while recognising that you don’t need to own every solution.
WHAT’S IN IT FOR YOU
We offer benefits that make your life that little bit easier, because we know the juggle is real.
From flexible, hybrid working to Fri-Yay early finishes and Live Well Days, we’ve created a package that supports the real you, in and out of work.
You’ll get
- Hybrid working from our Woking RSC (just 24 mins from London). Our Marketing team collaborate face to face in the office every Tuesday and Wednesday.
- Up to 11% company pension contributions
- Fri-Yay finishes at 1pm every Friday
- 25 days’ holiday (plus bank hols) a
- 5 Live Well Days a year, just for you
- Bonus scheme linked to company & personal performance
- Private healthcare, Digital GP access & mental health coaching
- Enhanced parental leave and flexible return options
- Study support, income protection, life cover & more
- And yes—25% off the chicken
Because real ones deserve real rewards.
KFC FOR EVERYONE
Whoever you are and wherever you’re from, KFC is a place where you can bring the real you to work.
Our promise is this: every person who applies to a role at KFC, regardless of age, background, ethnicity, gender, ability, religion or sexual orientation, will have an equal opportunity to work here.
We don’t just welcome, we encourage applications from underrepresented groups from all industries.
If you’d like any additional support with your application, have a disability or condition that may affect your performance during the recruitment process, or have any other requirements — just let us know.
We’ll be there to help you be the real you.
Ready?
We hope so, if you’re ready to be part of our community, now’s the time to apply.
Worried you aren’t ticking all the boxes? Don’t - we’d still love to hear from you.
Compensation: Competitive salary
#J-18808-Ljbffr
Customer Experience Insights Manager in Woking employer: Kentucky Fried Chicken (KFC)
KFC is an excellent employer that prioritises a vibrant work culture and employee development, making it an ideal place for those passionate about the hospitality industry. With opportunities for growth and a focus on teamwork, you will thrive in a supportive environment where your contributions directly enhance guest experiences. Located in the UK, KFC offers a dynamic setting that encourages innovation and excellence in service.
Contact Details:
Kentucky Fried Chicken (KFC) Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Insights Manager in Woking
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Kentucky Fried Chicken (KFC). Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Kentucky Fried Chicken (KFC) before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Insights Manager in Woking
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Kentucky Fried Chicken (KFC):Your cover letter is your chance to shine! Tell us why you want to work at Kentucky Fried Chicken (KFC) specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Kentucky Fried Chicken (KFC)!
How to prepare for a job interview at Kentucky Fried Chicken (KFC)
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
