At a Glance
- Tasks: Lead customer insights, manage review platforms, and design surveys to understand customer needs.
- Company: Join One Retail Group, a fast-growing online retailer with nine brands in home appliances and personal care.
- Benefits: Enjoy 33 days of leave, employee discounts, and fun team socials like pottery making and after-work drinks.
- Other info: Work in a collaborative culture with opportunities for personal growth and impactful contributions.
- Why this job: Be part of a dynamic team that values your input and drives innovation through customer understanding.
- Qualifications: 3+ years in customer insights, strong analytical skills, and confidence using AI tools.
The predicted salary is between 36000 - 60000 £ per year.
CUSTOMER INSIGHTS LEAD
Job Specification
Want to join one of the UK’s fastest growing companies?
We are One Retail Group, a multi-national online retailer, brand owner, and marketplace specialist recognised as one of the fastest-growing companies in the UK. Our story is humble, growing from a single product launched in 2013, we now own nine brands in the home appliance, lifestyle and personal care categories. Our future is exciting as we strive to launch onto new platforms and expand our operations even further across the globe. One Retail Group dispatches thousands of orders per day across the globe via our own e-commerce websites and online marketplaces such as Amazon.
When you come in to work…
As Customer Insights Lead , you’ll play a pivotal role in championing the voice of the customer across the business. You’ll not only own our review and feedback platforms but also design and drive our customer insight strategy, ensuring actionable intelligence is delivered across Product, Marketing, and Customer Care to fuel innovation and performance.
You’ll also design and run customer surveys, support compliance with feedback on product performance, and help shape our marketing and product strategies through a deeper understanding of who our customers are and what they care about.
We’re looking for someone who’s tech-savvy and confident using AI and modern tools to automate analysis, enhance reporting, and streamline insight generation. If you’re passionate about data, customer understanding, and leading insight-driven change, this role is for you.
Key Responsibilities
- Review platform management:
- Own all customer review platforms (Trustpilot, Amazon reviews, etc.), ensuring reviews are actively monitored, trends are tracked and responses are timely and on-brand
- Define and implement a proactive review strategy to encourage positive engagement and maximise feedback
- Monitor review ratings and sentiment, identifying spikes, trends and dips, and investigating underlying causes
- Champion the voice of the customer across the organisation, ensuring review insights are integrated into strategic conversations
- Deliver reports and recommendations for improvement to stakeholders including Marketing, Customer Care, and Product teams.
- Customer insight and survey analysis:
- Design and run engaging customer surveys to gain a deep understanding of user needs, brand perception, and product satisfaction
- Use both qualitative and quantitative survey data to feed into marketing campaigns, messaging, and product development pipelines
- Support audience segmentation efforts by building customer personas and profiling behaviours across touchpoints
- Develop a clear insight roadmap, prioritising research initiatives that align with key business goals.
- Customer Care & Compliance feedback loop:
- Analyse product-related reviews and customer care data to uncover recurring quality issues, functional complaints, and safety-related themes.
- Collaborate with Compliance and Product teams to ensure findings are used to prioritise product fixes, enhancements, or documentation updates.
- Highlight emerging product risks or red flags based on customer sentiment and feedback trends.
- Create regular reports summarising product-related feedback from all sources (reviews, customer queries, returns reasons), tracking issues over time and surfacing actionable insights.
- Ensure customer feedback directly influences our product lifecycle and quality processes.
- Data analysis & reporting
- Use tools like Excel, Power BI and AI-powered platforms to compile reports, dashboards and insight packs.
- Automate repetitive tasks and leverage AI (e.g. for text analysis, survey summarisation, sentiment analysis) to increase efficiency and depth of reporting.
- Present findings clearly and visually, enabling other teams to make fast, data-informed decisions.
- Ensure all data discovery, collection and analysis is handled, stored and processed in line with relevant global data protection regulations
- Lead the storytelling of insights to senior stakeholders, making data meaningful, memorable, and impactful.
Our ideal candidate would be someone who has...
- 3+ years of experience in customer insights, analytics or research
- Strong analytical skills and familiarity with tools like Excel, Power BI, or Google Sheets
- Hands-on experience with review and survey tools (e.g. Trustpilot, Typeform, Google Forms)
- Confidence using AI tools (e.g. ChatGPT) to support insight generation
- Strong communication skills and the ability to translate complex data into clear, actionable recommendations
- A curious, proactive mindset with a passion for customer behaviour and improving experiences
- Experience working cross-functionally to embed insights into strategy, and confidence influencing senior stakeholders
- A drive to turn insight into action - not just report on the data, but make change happen
You want to work for us because…
We are a fast growing and successful company, that likes to make quick decisions to stay at the forefront of retail. You will be working with a passionate, hard-working and dedicated team allowing you to learn a wealth of business skills from day one. This will provide you with the chance to leave your mark and make a difference to a very exciting company. We’re fun, collaborative and enjoy supporting each other achieve our shared ambitious goals.
Benefits
We’re a social bunch who enjoy spending time with each other outside of work. Aside from regular company organized socials and team lunches, there’s often a message inviting people to go for lunch in the park, try a new local place, as well as after-work drinks or even the occasional salsa class or bouldering session! Apart from working with great people and enjoying a fast-paced, fun, diverse, collaborative, and supportive culture, you’ll also receive:
- Access to our Bupa Healthcare Cash Plan (post probation)
- 33 days of annual leave (inc. UK Bank Holidays), plus an additional day off to celebrate your birthday
- Employee discounts on all our brands
- Access to our Cycle to Work scheme via CycleScheme
- Quarterly team socials (recent events include pottery making, virtual golf, shuffleboard)
- Fresh bagels every Tuesday, and fresh fruit through the week
Customer Insights Lead London employer: One Retail Group
One Retail Group is an exceptional employer, offering a vibrant and collaborative work culture in the heart of London. As a fast-growing multi-national online retailer, we provide our employees with ample opportunities for personal and professional growth, alongside generous benefits such as 33 days of annual leave, access to healthcare plans, and regular team socials that foster camaraderie. Join us to make a meaningful impact while enjoying a fun and supportive environment that values innovation and teamwork.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Insights Lead London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at One Retail Group. 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 One Retail Group 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 Insights Lead London
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 One Retail Group:Your cover letter is your chance to shine! Tell us why you want to work at One Retail Group 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 One Retail Group!
How to prepare for a job interview at One Retail Group
✨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.
