More about the role

JOB PURPOSE

Working in a fast-paced environment, for one of the UK’s leading retailers of Womenswear fashion, the Customer Insights Manager - Customer Journeys is a key role, working closely with the Senior Insights Manager on customer insight & research that will shape and support business transformation.

The right candidate will be an experienced researcher with strong statistical analysis skills, an eye for detail and an ability to turn data into compelling and actionable insights.  Passionate about retail and about our customer, the candidate will be able to translate stakeholder requirements into costed project plans and work cross-functionally with peers/colleagues.

This is a hands-on role.  At New Look we not only commission research from agency partners, but we also carry out a good part of the customer research ourselves.  We are method neutral, making good use of internal customer data and performance metrics alongside research data to get a real handle on what is happening. 

This is a new role within the Customer Insights team, reporting to the Senior Insights Manager. The Customer Insights Manager – Customer Journeys will work across a range of customer insight projects, with specific responsibility for research and projects that support transformation of the customer experience and omnichannel journeys at New Look. 

ACCOUNTABILITIES AND RESPONSIBILITIES:

• Deliver impactful customer and market insight.

• Translate stakeholder requirements into costed and timed project plans.

• Lead and project manage research.

• Prioritise projects and workloads, in consultation with the Senior Insights Manager.

• Embed insight at all levels – telling compelling insight stories and layering in strong strategic thinking – keeping the business data driven and customer obsessed.

• Actively facilitate cross-functional working making sure at project brief and debrief stages all relevant stakeholders are involved.    Work closely with our Customer Data team to utilise our internal data as well as research data in insight forming.

• Manage and grow our customer research panel (New Look Fashion Talk), delivering a larger community of customers that we can go to for Transform research projects.

• Keep a close eye on costs.

• Build strong working relationships with our external agencies.

Skills and Education

• Strong research skills – from questionnaire and sample design to statistical analysis and reporting.

• 2:1 or First degree in relevant or related research discipline (e.g. Psychology, Statistics, Mathematics, Marketing Sciences).

• Statistical analysis: you will be comfortable handling, analysing and interpreting large numeric data sets, and looking for the story hidden within it.  You will have solid experience in running analysis such as correspondence mapping, correlation analysis, regression analysis and cluster analysis. 

• Ability to use SPSS, Q or similar statistical software package. 

• Accuracy: attention to detail when handling and manipulating quantitative data.

• Empathy: willing to spend time getting to know our customers in 121 situations in store and other qualitative research scenarios, helping to understand what they want from a retailer like New Look.

• Literacy and storytelling: you will be writing reports and creating insight-led presentations which require a high standard of written English.

• Teamwork: you will be part of the Insight team who you will work with on a daily basis to meet deadlines.

Behavioural Skills:

• Confident & enthusiastic

• Tenacious and able to adapt to feedback

• Able to act quickly and juggle multiple priorities

• Passionate about retail

• Proactive in suggesting new ideas

• Resilient and able to challenge

• Confident in expressing strong views based on evidence

Measures / KPIs

• Data reporting accuracy

• Level of insight driven out of data

• Strong stakeholder relationships – trusted, relied on

• Meeting project deadlines and delivering reports in a timely manner

• Growth of customer panel

Key relationships:

• Internal stakeholders in customer insight across the business

• External customer insight agency partners

Role Banding

– Focus is more on managing projects and stakeholders (incl. SLT stakeholders) than on people management

– The role will significantly influence business strategy

– Independence in applying professional expertise will be expected

– The role is considered to be a subject matter expert 

Role Grading

– Functional Knowledge  (How much knowledge of the function is required).  The role will require a detailed knowledge of the technical aspects of research, analysis and statistics.   They will be expected to apply these across projects and tasks, making day to day decisions based on the knowledge.  They will be internal experts.

– Business Expertise (How much knowledge and expertise related to New Look is required, rather than technical expertise).  To build actionable insights the person in role will need to develop a detailed understanding the business and our strategy. 

– Leadership (What level of leadership and guidance is required of this role ie what level of roles will they manage – staff/manager?). No people manage,ent.

– Problem Solving (What level of mental skills/agility is required). High level of mental agility and problem solving.

– Nature of Impact (How much responsibility is associated with the role).  Insights delivered will inform key business decisions.

– Area of Impact (How far reaching is this role within New Look ie does it impact a function, the whole business etc) Impact will include Transform initiatives and whole business strategy

– Interpersonal Skills (The level and type of people skills that are required). High