Customer Insights Manager

The Customer Insight Manager will play a crucial role in the development and communication of key market, performance and customer insights for the Irish business. They will be the main stakeholder to our research agency partners/group insight partners and will own the Customer Insight plan. This means they will not only look after all existing market and customer research/reporting but also propose and lead bespoke research projects that inform key decisions and business plans.

You will be responsible for:

Leading the synthesis of multiple customer insight sources to create a unified view of the customer and craft narratives that are stakeholder-friendly to understand and is clear in terms of conclusions
Communicating research findings and other insights to the Marketing team, other business functions and the leadership team in a way that allows them to easily identify what this means for them and their plans.
Developing and monitoring key customer metrics such as NPS, and work with key stakeholders to address concerns and opportunities.
Leveraging multiple data sources to report on and analyse the market in order to deliver actionable insights to the business e.g. market share, customer sentiment
Owning the customer insight plan and creating insight deliverables (studies, dashboards etc) that are fit for purpose and drive improved decisions making against clear objectives and targets. Own end-to-end execution of in-depth analysis for these deliverables, both qualitative and quantitative where briefs are clear and outputs are fit for purpose.
Building and displaying commercial 'savvyness', understanding the dependencies and subject matter areas of your stakeholders - through this identify new ways to leverage insight to solve business problems, and also ensure insight recommendations always show an awareness of the bigger picture.
Support insight budget management and strategize spend for best efficiency and driving value
Working collaboratively with colleagues within and outside own function and develop and actively maintain a positive relationship across the Tesco business in Ireland

Key business deliverables this year:
Basic tracking - Periodic Brand NPS and all customer perception trackers, quarterly reviews, improvement of deliverables, driving general re-education for business on NPS and what drives NPS
Kantar reporting - Market share, switching and other market level tracking for ROI & NI, issue resolutions, and improvement of deliverables
Core - Quarterly Clubcard & GHS customer surveys
Brand Impact Framework – Develop framework of specific initiatives that influence NPS for Tesco
Seasonal event reviews
Consumer update – Quarterly new news on the consumer summarising insights from Basis, Kantar, YouGov, consumer sentiment etc. relevant for grocery overall but also GHS & TMI
Consumer trends forecasting – Socialising and workshopping Mintel ROI consumer trends output with specific business teams (range, technical, buyers, retail etc.) to get to what each trend means for their area

You will need:

Shown experience in insight, strategy, or commercial roles within a dynamic, customer-facing industry.
Bachelor's Degree or equivalent experience is required; advanced degree or equivalent experience is preferred.
Advanced proficiency in Microsoft Excel, PowerPoint, and Office. Outstanding analytical capabilities to generate actionable insights and find opportunities.
Ability to work independently and as part of a team.
Research Experience: Ideally, 5+ years of experience in Insight roles (either analytics or research). Proven ability to deliver insights that drive positive changes in business decisions and performance.
Research management experience running a wide range of qualitative and quantitative research projects.

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What's in it for you:

We offer excellent benefits that help make Tesco a great place to work. These include but aren’t limited to:

Competitive Salary
Life Assurance
Pension Scheme*
Bonus Scheme*
Our Virtual GP service provides free and confidential access to an online GP through video GP consultations, and online prescription service for colleagues. The service is also available to families of colleagues who live at the same address for a reduced cost.
24/7 access to our Employee Assistance Programme (EAP) for you and family members for in the moment emotional support along with free access to a range of wellbeing services supporting you under our new Wellbeing First approach of Body, Mind and Life.
Colleague Clubcard offering 10% discount across stores and online, with 15% discount weekends once a month (Friday to Sunday), and 20% off twice a year. There is also 20% off F&F clothing, all year long, these various discounts can be extended to a family member with a 2nd Clubcard available.*
Annual leave starting at 23 days
Save As You Earn Scheme*

*Entry requirements and rules of the scheme apply

About us:

Our vision at Tesco is to become every customer's favourite way to shop, whether they are at home or out on the move. Our core purpose is 'Serving our customers, communities and planet a little better every day'. Serving means more than a transactional relationship with our customers. It means acting as a responsible and sustainable business for all stakeholders, for the communities we are part of and for the planet.

We are proud to have an inclusive culture at Tesco where everyone truly feels able to be themselves. At Tesco, we not only celebrate diversity, but recognise the value and opportunity it brings. We're committed to creating a workplace where differences are valued, and make sure that all colleagues are given the same opportunities. We're a big business with diverse working patterns and many business areas which means that we can find something that works for you. Everyone is welcome at Tesco.

We have recently announced that we will be moving towards a more blended working week – combining office and remote working. Our offices will continue to be where we connect, collaborate and innovate. Please talk to us to about how this can work for you.

NOTE: Should you be successful in your application, your offer will be subject to and conditional upon you providing your bank account details on your agreed start date.

We're proud to have been accredited Disability Confident Leader and we're committed to providing a fully inclusive and accessible recruitment process. For further information on the accessibility support we can offer, please visit https://www.tesco-careers.com/accessibility