Customer Insights Executive

Job Description

Customer Insights Executive

Salary up to £35,000 per annum + additional benefits

Home or Office Based with min 1 day per week in Ashford, Kent (plus occasional travel)

Do you have strong analytical capabilities with the ability to deliver high quality, robust insight? This role could be for you!

We are looking for a curious, confident and skilled individual who is comfortable both taking a data brief and drawing out usable, actionable insights and working on their own intuition to identify key insights to profitably support an improvement in the customer experience.

Being a key member of the Customer Experience Team within the Marketing Function, you will build a deep understanding of our customers through effective analysis of both customer research and internal data to define customer needs, pain points and requirements for the future and to help identify the opportunities to profitably support customer growth and build a future-proof business model.

You will also be responsible for the day-to-day management of the Voice of the Customer feedback platform, supporting the build, maintenance and evolution of the programme.

What you’ll be doing;

As the Customer Insights Executive, you will develop a detailed understanding of the available data-sets which help build a clear view of customer needs and behaviours. You will use this data in complex analysis, delivering effective presentation of insight to guide the prioritisation of business change.

• Support the delivery of the ‘always on’ insights programme and tracking of Net Promoter Score
• Run monthly and ad-hoc reporting and analysis for key leadership meetings ensuring a clear and logical visualisation and explanation of insights and trends
• Build a detailed and robust view of customer needs and behaviours through the analysis of complex data sets, identifying critical focus areas and guiding the business prioritisation of specific actions
• Manage the bank of past research to ensure clarity on past projects and outputs, reducing duplication of effort
• Deliver a regular summary of 3rd Party insight that frames the changes in the market, economic impacts on the business and future trends
• Mine the VoC programme and other market data sources to support ad-hoc research projects with desk-based insights

What we are looking for:

• Proven experience in a similar position
• Knowledge or experience of using NPS as a measure of customer advocacy
• Advanced analytical skills with demonstratable ability to draw logical and robust key messages from data
• Experience of presenting arguments/insight clearly, telling a compelling story in a visual and easy to use understand format with defined actions
• Ability to adapt your communication style where necessary and confidence to present insights to audiences of leaders or specialists in specific areas
• Experience in a research / analytical role – with the ability to handle complex data sets

• Highly results focused; someone who thrives on a challenge and makes things happen with a clear focus on key business objectives ensuring delivery against targets
• Excellent numeracy skills
• Outstanding Microsoft Excel skills

Whether the data you work with today is customer, market, financial or digital, you’re an analyst or a researcher; if you can clearly build and tell a brilliant, action-led story based on robust insight then we want to hear from you.

Additional Information

At Brakes everyone is welcome. We don’t want you to ‘fit our culture’ we want you to help define it and we actively celebrate the unique talents of each and every colleague. We don’t just look at your CV, we’re more focused on who you are and your potential. As part of our values, we are committed to fostering a diverse and inclusive culture where everyone has a voice, is appreciated and has the same opportunities. We work hard to ensure that everyone feels part of our business, as we care for one another and connect the world through food and trusted partnerships. Our ultimate goal is to ensure that everyone belongs and thrives at Brakes and we recognise that Brakes can only thrive when everyone feels they belong. We'll do everything we can to support you during your application. If you need us to make any adjustments to our recruitment process, speak to our resourcing team who will be happy to support you. 

Brakes

Built on a passion for food and feeding the nation, we are the UK’s largest foodservice supplier. Every day Brakes deliver the highest quality fresh and frozen food and ingredients from our nationwide network of distribution centres to some of the nation’s most famous pubs and restaurants, as well as schools, caterers, care homes and hospitals. Our customers depend on us, and our 8,000-strong workforce is dedicated and proud to be part of this vital provision. And we’re growing!