Customer Insight Specialist

Customer Insight Specialist

Drive the Voice of the Customer

Are you passionate about turning data into powerful narratives? We’re looking for a dynamic Customer Insight Specialist to join our Hilmore House team. Reporting to the Customer Experience Insight Manager, you’ll be the engine behind our Customer and Marketing Function, transforming raw data into key insights to support strategic growth.

In this high-impact role, you will own the customer story. By dissecting NPS, satisfaction metrics, and complaint trends, you’ll provide the actionable intelligence our business needs to sharpen decision-making and boost customer loyalty. If you have an insatiable curiosity and a clinical, accurate, eye for detail, we want to hear from you.

Your Mission

• Analyse and dissect customer satisfaction and complaint data weekly and monthly for all channels in the business, tracking of trends and data is key to this role
• Analyse customer verbatim to identify key issues and trends and support the business with the recommendations of how to fix
• Listen to customer and stakeholder feedback to help understand the main priorities
• Use wider customer data such as competitor and market data, so staying up to date with everyday competitor ongoings is essential
• Influence key stakeholders in order to drive improvements for customers

This isn't just about numbers; it's about fostering a Customer First culture. You will be the champion for our customers, ensuring their voice is translated across the relevant areas of the business to improvement.

About you

While previous insight experience is preferred, it is essential you have the ability to handle complex data tell a compelling story through presentations and written communications

You are the perfect fit if you are

• Confident using and understanding data
• Obsessively curious and accurate is essential
• Proficient in Excel or equivalent
• An understanding of grocery shoppers, needs and behaviours
• Ability to work with multiple stakeholder
• Able to communicate insight to drive action: a demonstrable ability to synthesise data and facts into clear, concise findings, and draw out the ‘so what?’ implications
• Excellent attention to detail
• Strong questioning and problem solving skills
• Effective influencing skills
• Strong numerical skills and clear written and verbal skills

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

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.