Customer Insight Tracking Manager - Customer Experience

About The Role

We have an exciting opportunity for a Customer Insight Tracking Manager - Customer Experience to join our Customer Insight Team in Hilmore House. In this role, you will be reporting into the Senior Customer Insight and Research Manager, within the Customer and Marketing Function.

You will be responsible for the Customer Experience team. Your purpose is to

‘Find the truth. Drive the fix’. We don’t just want someone to manage surveys and customer data, we need an Insight Architect. Your job isn’t just to tell us that our Customer Behaviour metrics have moved—it’s to tell us why, what the customer’s true tone of voice is telling us, and exactly what we need to do to fix it.

Some of your responsibilities will include

• Lead and develop the Customer Experience team, ensuring high-quality, actionable customer insights
• Uncover the truth, own and evolve our customer experience tracking tools, including competitor tracking, NPS surveys and complaints reporting
• Drive action by transforming raw data into clear, strategic narratives. Engage stakeholders and large groups, influencing crucial business decisions to drive customer experience improvements
• Build authentic, strong relationships across all our channels, including retail, online, cafe, convenience, and franchise

About you

Who We Are Looking For

Someone with

Insight as their superpower

While previous experience specifically in Customer Experience is welcome, the essential ingredient we are looking for is someone with a profound capability and experience in an insight-focused role.

Accuracy and attention to detail : You must have exceptional attention to detail, be highly confident in analyzing and interpreting large data sets to spot trends and be unapologetically curious. Specifically, strong questioning and problem-solving skills, coupled with the personal resilience and drive to do the right thing by the customer.

Influential Communicator

You will need to have exceptional written, visual, and verbal communication skills to tell the story in a brave and confident style, advocating for customer centric change with senior stakeholders.

Our teams work from our head office in Bradford for three days and remotely 2 days per week, Monday to Friday over 37.5 hours each week.

About us

In return for all your hard work, you will receive

• 15% discount in store from the day you join us
• Additional 10% discount card for a friend or family member
• Annual bonus scheme
• Career progression and development opportunities
• Generous holiday entitlement
• Market leading pension scheme and life assurance
• Healthcare benefits including Aviva Digital GP
• ‘MyPerks’ giving you discount with over 850 retailers
• Free parking onsite
• Enhanced Family, Maternity and Paternity Leave
• Private Healthcare
• Car Allowance (company car provided in some instances)

Alive with activity, our modern Head Office is home to our corporate teams that make sure everything runs smoothly. Here, you’ll find comfy breakout areas, a coffee shop, Morrisons Daily and a subsidised restaurant. We are within commuting distance of Leeds, Manchester and the Yorkshire Dales - and we even have free parking!

At our Head Office you will expect to find supplier showcases, charity fundraising and celebrations all year round for the events that mean the most to our colleagues.

There’s more to our business as it’s fast paced and ever changing, as such we’ve got lots of fresh opportunities for you to play your part in our success. We’d love to meet you!

At Morrisons, we’re proud to be building a team that reflects the diversity of the communities we serve. We want every colleague to feel respected, supported and able to be themselves at work. Different voices, experiences and ways of thinking help us grow and improve and that’s good for our customers too.

We’re always looking for people from all walks of life to join us and bring their talents to our team. Together, we can build a workplace where everyone has the chance to thrive, make a difference and belong.