CX insights Manager

Halfords is seeking a CX Insights Manager to join their team in Worcestershire, England, United Kingdom. This role is crucial for developing and delivering analytics and insights that transform the customer experience. If you are passionate about customer insights and want to shape the future of motoring and cycling retail, apply now!

Halfords is the UK's leading retailer of motoring and cycling products, with a strong foundation and a commitment to innovation. They have over 12,000 employees, 393 stores across the UK and Republic of Ireland, and a significant vehicle servicing network.

Company Overview

Halfords is on a journey to build the future of motoring and cycling. As the UK's leading retailer in these sectors, they are supported by a large independent vehicle servicing, maintenance, and repair network. They offer variety, learning opportunities, and a focus on exceptional customer service.

Quick Details

• Salary Range: Not Specified
• Job Type: Full-time
• Experience: 5 Year+
• Qualifications: Not Specified

Key Responsibilities

• Lead the design and delivery of customer insights using digital analytics tools, surveys, and Voice of Customer data.
• Develop and maintain dynamic dashboards and reports to track insights and keep stakeholders informed.
• Collaborate cross-functionally to design and implement the Group CX Strategy.
• Partner with the Halfords Customer Insight team to combine quantitative analytics and qualitative research.
• Leverage NPS, CSAT, Google reviews, and other feedback channels to amplify customer insights.
• Communicate findings and recommendations effectively to all organisational levels.

Requirements

• Exceptional communication and storytelling abilities to translate complex insights into clear, actionable strategies.
• Proven success in Voice of Customer analytics delivering measurable impact.
• Strong technical skills including data extraction, data modelling, web analytics and data visualisations.
• Track record of distilling complex information into compelling visualisations and reports.
• Ability to manage full Insight lifecycle - convert a brief into a defined scope, analyse the data & present the findings and recommendations within tight deadlines.
• Customer-obsessed mindset with a proactive, can-do attitude and natural problem-solving skills.
• Proficiency in analytics & survey tools – SQL, Excel, dashboarding & visualisation & survey tools e.g. Medallia.
• Good attention to detail and takes responsibility for the accuracy of their work.

Benefits

• A fair and competitive salary evaluated against market data, annual discretionary bonus scheme, pension, life assurance, 25 days annual leave plus bank holidays and enhanced family leave.
• Commitment and dedication to your ongoing personal and professional development.
• Hybrid working in their Support Centre (3 days a week with an optional 2 days working from home).
• Access to a wealth of employee discounts across the Halfords suite of products and services.
• Wellbeing and inclusion resources and support, and active Colleague Networks supporting inclusion initiatives.