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- Tasks: Lead customer insights to shape business decisions and enhance customer experience.
- Company: Feel-good fashion brand with over 55 years of making style accessible.
- Benefits: 40% staff discount, virtual GP access, extra leave on your birthday.
- Why this job: Make a real impact by embedding the voice of the customer into strategy.
- Qualifications: Experience in customer insight and strong data analysis skills required.
- Other info: Flexible working patterns and a commitment to inclusion and diversity.
The predicted salary is between 36000 - 60000 £ per year.
We’re the feel-good fashion brand making style accessible and fun for over 55 years, on our website, mobile app and over 360 stores in the UK and Republic of Ireland. By living our values - we play to win, customer obsessed, we are one and it starts with me - we deliver That New Look Feeling for our customers and each other.
The Role: As Customer Insight Manager, you are responsible for leading the delivery of customer‑led insight that shapes decision‑making across the business. You will play a critical part in the on-going embedding of the voice of the customer into strategy, prioritisation and performance management. The role owns the Voice of Customer (VoC) programme and broader Customer Experience (CX) insight agenda, ensuring customer feedback, behavioural data and performance metrics are translated into clear, actionable insight. It sits at the centre of the organisation, acting as a connector between Ecom, Digital, Marketing, Product, Retail Operations and Leadership teams. You will bring together multiple data sources – including Medallia (VoC), digital analytics, operational KPIs, and ad‑hoc research – to create a single, compelling narrative on what matters most to customers, where experiences are breaking down, and where the biggest opportunities for improvement and growth exist. This role combines strong analytical capability with commercial acumen, storytelling and stakeholder influence. Through dashboards, insight packs, workshops, continuous collaboration and leadership engagement, you ensure insight drives prioritisation, roadmap decisions and measurable improvements to customer experience and business performance.
What you’ll be doing:
- Lead the Voice of Customer programme, ensuring consistent insight across all touchpoints
- Analyse CX, behavioural and operational data to identify pain points and opportunities
- Build dashboards and reporting suites using tools like Power BI, SQL and Databricks
- Translate complex data into clear, actionable stories for senior stakeholders
- Support teams to embed insight into decisions, strategy, and measurable improvements
WHATS IN IT FOR YOU:
- 40% staff discount plus friends & family discounts throughout the year
- Access to our reward platform for external discount and offers
- Virtual GP access for you and your children – it allows you to speak to a doctor at a time and date that suits you
- All employees are covered by our life assurance policy from day one
- Unlock extra leave with our buy more holiday scheme.
- Celebrate YOU! Enjoy an extra paid day off on your birthday each year
- Enhanced maternity, paternity and adoption leave, and shared parental leave.
- Spread the cost of your commute with interest‑free season ticket loans
- Do your bit for the environment and save money with our Cycle2Work scheme
- We’re proud to partner with the Retail Trust and Fashion & Textile Children's Trust
Who you are:
- Experienced in customer insight, CX analytics, or VoC roles in retail or consumer environments
- Skilled in data analysis, visualisation, and storytelling to drive action
- Hands‑on with VoC platforms (e.g., Medallia) and familiar with NPS, CSAT, and other CX metrics
- Strong stakeholder management and ability to influence senior leaders
- Commercially minded, customer‑obsessed, and able to work at pace
Why New Look? We care about you and the planet and believe fashion should be a force for positive change. We celebrate inclusion and diversity in everything we do. We’re proud of our inclusive culture and our talented team members who embrace our shared purpose, behaviours and values. We prioritise development, offering training to support your progression, so you can be your absolute best and achieve your goals. We pride ourselves on being a flexible employer, our colleagues work a range of patterns. If you have a specific pattern in mind, we’re keen to discuss this with you in line with the output needed for the role.
Customer Insights Manager employer: New Look
Contact Detail:
New Look Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Insights Manager
✨Tip Number 1
Get to know the company inside out! Dive into their website, social media, and any recent news. This way, when you chat with them, you can drop in some knowledge about their values and what they stand for. It shows you're genuinely interested and not just another applicant.
✨Tip Number 2
Network like a pro! Reach out to current or former employees on LinkedIn. Ask them about their experiences and any tips they might have. Plus, it could give you an edge if they put in a good word for you!
✨Tip Number 3
Prepare for the interview by practising your storytelling skills. Think of examples from your past that highlight your analytical skills and how you've used customer insights to drive change. Make it relatable and engaging – remember, they want to see the real you!
✨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 keen on being part of our team. So, get that application in and let’s make some magic happen!
We think you need these skills to ace Customer Insights Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Customer Insights Manager role. Highlight your experience with customer insight, CX analytics, and any relevant tools like Medallia or Power BI.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you're passionate about customer insights and how you can contribute to our mission. Share specific examples of how you've used data to drive decisions in previous roles.
Showcase Your Analytical Skills: Since this role involves a lot of data analysis, be sure to mention any relevant projects where you've turned complex data into actionable insights. We love a good story backed by solid data!
Apply Through Our Website: For a smooth application process, make sure to apply through our website. It’s the best way for us to receive your application and keep track of it. Plus, we can't wait to see what you bring to the table!
How to prepare for a job interview at New Look
✨Know Your Customer Insights
Before the interview, dive deep into customer insights and analytics. Familiarise yourself with the latest trends in customer experience (CX) and voice of customer (VoC) metrics like NPS and CSAT. This will help you speak confidently about how you can leverage these insights to drive decision-making.
✨Showcase Your Analytical Skills
Prepare to discuss specific examples where you've used data analysis to identify pain points or opportunities. Bring along any dashboards or reports you've created using tools like Power BI or SQL. This will demonstrate your hands-on experience and ability to translate complex data into actionable stories.
✨Connect the Dots
Since this role acts as a connector between various teams, think about how you can illustrate your stakeholder management skills. Prepare examples of how you've influenced senior leaders or collaborated across departments to embed customer insights into strategy and performance management.
✨Embrace the Brand Values
Familiarise yourself with the company's values: play to win, customer obsessed, we are one, and it starts with me. Be ready to discuss how these values resonate with you and how you can embody them in your role as a Customer Insights Manager. This will show that you're not just a fit for the role, but also for the company culture.
