The Role
The incumbent will be accountable for developing and embedding a best‑in‑class customer and consumer insight capability across Wasabi’s restaurant and grocery businesses. The role translates customer behaviour, commercial performance, consumer trends and market data into clear, actionable insight that informs key commercial decisions, including product development, menu strategy, pricing, marketing investment and retail range optimisation. This role sits within the Commercial & Marketing Team, acting as the central owner of customer, consumer and market insight, ensuring insight is used consistently to shape strategy and deliver business growth.
Key Responsibilities
- Lead customer, consumer and commercial insight projects to support business growth and decision‑making
- Deliver clear, actionable reporting across customer experience, brand performance, product and commercial strategy
- Manage customer feedback programmes including surveys, reviews, NPS and mystery shopping
- Analyse customer and market data to identify trends, opportunities and performance drivers
- Support marketing, product and operational teams with insight‑led recommendations
- Manage consumer research projects including product testing, concept testing and pricing studies
- Track brand health, consumer behaviour and market trends across restaurant and grocery channels
- Develop dashboards and reporting tools using multiple data sources including CRM, EPOS and digital analytics
- Work cross‑functionally with Marketing, Operations, Finance and Commercial teams to embed insight into decision‑making
- Manage external research agencies and insight partners to ensure high‑quality delivery and value
Requirements
- Previous experience in consumer insights, analytics, market research or strategy
- Experience within FMCG, QSR or food retail environments preferred
- Strong quantitative and qualitative research expertise
- Experience managing research agencies and insight platforms
- Ability to translate complex data into clear, commercially relevant insight
- Familiarity with PowerBI tool, CRM platforms, digital analytics tools and customer feedback platforms
- Strong stakeholder management and influencing skills
- Experience working in fast‑paced, entrepreneurial environments
- Commercially curious and outcome‑focused
- Strong analytical and structured thinking
- Clear and confident communicator
- Pragmatic and action‑oriented and solutions‑driven
- Comfortable working with ambiguity and driving clarity
- Proactive, hands‑on and solutions‑oriented
- Comfortable with ambiguity, have a real ‘can do attitude’, and prepared to get their hands dirty to make a difference in an exciting and fast‑growing business
Benefits
- A great working environment
- Pension scheme
- Target bonus
- Refer A Friend scheme
- Free sushi or hot food (vegan options available)
- 50% discount in our branches
- Employee Assistant Programme
- Hybrid working model
- Long Service Awards
- Wagestream – a financial wellbeing benefit that lets you access your pay as you earn it in real time and manage savings
- Life assurance
- Electric vehicle scheme through Octapus
- Cycle to work
- Free on‑site parking
- A variety of discounts (shopping, food & drink, entertainment and health & fitness) through Perkbox
- The opportunity to develop your skills within a growing company
