John Lewis Partnership
Job title:
Insight Manager Brand & CX tracking
Company
John Lewis Partnership
Job description
Posting End Date: January 23, 2025Join John Lewis or Waitrose todayIf you’ve ever stepped through the doors of a John Lewis or Waitrose shop, shopped online, or seen any of our adverts, you’ll know there’s something unique about us.That unique proposition is our Partners. As co-owners they have a say in our business and receive a share of the profits, so they put time and effort into making it work. Our Partners are the reason we’re the success we are. They’re our secret sauce; the opportunity for us to differentiate.Job Summary: To manage and deliver a best in class customer Brand tracking programs, monitoring and identifying insight and recommendations that can help Senior stakeholders drive better business decision making aligned to the Partnership plan & delivering a better customer and Partner experienceJob Description:At a glanceExpected Salary – £57,500.00 – £92,100.00 (dependant on experience)Contract type – This is a secondment till February 2026Working pattern/flexible working – This is a hybrid working role, therefore your time will primarily be split between working from home, the London Office.. However, there will also be an expectation to visit other locations as the need arises.Key responsibilities:What you leadLead significant Brand tracking related insight projects for the line of business delivering clear, relevant, robust and actionable insight to stakeholdersLead the scoping of insight objectives for complex projects and agree with key stakeholders ensuring the right methodologies are usedEvangelist forConstantly seek out more powerful, richer insight sources / opportunities and demonstrate an ability to be innovative and proactive using external sources and customer trends and proactive using external sources and customer trendsBe the champion of customer sentiment, continually putting Customers at the heart of planning and strategic thinking and helping Partners understand brand tracking methodologies and measures including NPS and CSAT methodologiesBe an ambassador for the function internally and externally, showcasing the positive customer centric approach JLP takes with customer sentiment trackingWhat are you responsible forEnsure monthly and quarterly tracking and insight objectives are clear and agreed with key stakeholders, and adopt the most appropriate methodology to drive robust actionable insightEnsure there is a robust and timely tracking reporting program in place, delivering access to the insight and data needed via the Litehouse or other trackable self serve & DMO approved optionsDeliver concise, articulate insight and recommendations that can improve metrics, in a compelling and engaging way and encourage stakeholder feedback to continually optimise and improve outputWork closely with key teams across the business e.g Customer Care & Loyalty team to ensure the most holistic and reflective customer sentiment is reportedProvide Q&A of all insight project outputs / materialsAgency and Partner suppliersEnsure projects are delivered on time and within budgets by Partner agenciesManage and challenge 3rd party suppliers effectively, driving greater value for money and data accuracy while also ensuring they are consistently delivering for the business’ strategic needsEnsure full post project wash ups are held with agency / supplier partners to ensure we are maximising valueYour team management responsibilities (where line management isapplicable)Lead a happy and high performing team as judged by the Happiness survey & ongoing contribution and objective setting linked to Business scorecardsManage regular team meetings to ensure a sense of connection and foster a sharing culture around research outputs and broader DI&A connectionsProducts and toolkitsMaintain a clear product toolkit of Brand reporting and deep dive options including self serve and bespokeManage and maintain the Brand tracking bible ensuring consistency across JLPConstantly seek out more powerful, innovative of richer ways to build out the 360 degree view of the customer sentiment including how this can be integrated into DI&A transactional dataEssential skills/experience you’ll need:A Brand tracking expert – comfortable responding to quick-fire requests for metric reporting or insight derivedfrom tracking to answer business questions and inform strategic decision making.Highly analytical and able to digest large volumes of data and translate complex analytics findings into actionablerecommendations extractAble to form a coherent story, illustrated with key facts in a succinct and punchy paper/deck to answer specificbusiness questions.Ability to work quickly and accurately to tight timeframes and able to scope and define clear briefs and interpret andquickly understand insight requirementsAbility to manage agency providers and self serve programs with clear and trackable improvement resultsAn ability to conduct a range of analysis including longitudinal, correlation & cluster analysis is importantExtensive experience in a customer brand tracking role, either client or agency-side, gathering and leveraging a range of insight and data sources to drive action in either grocery or retail environmentsStrong technical insight generation & or research background with qualitative & quantitative experienceExperience managing direct reports including, culture development, process matrix management and collaboration with consultancies and partner agenciesActive industry networks to bring best practice research & insight initiatives and innovations to JLPDemonstrable thought leadership through collation, interpretation and analysis of multiple sources of data.Building, managing and influencing diverse cross functional stakeholder relationships across all levels of a business.Powerful storytelling, specifically communication and visualisation that brings insight to life for a senior business audience.Outstanding commercial acumen and experience applying insight in a fast paced commercial environment.Desirable skills/experience you may have:Experience in more Purpose led & or employee owned environmentsExperience of linking survey and transactional data and supporting SCV development#LI-HEADOFFICE#LI-HYBRIDPay: £57,500.00 – £92,000.00 AnnualScheduled Weekly hours: 35Worker Type: Temporary Partner (Fixed Term)Job Level: Partnership Level 6Hours of Work: 35At the John Lewis Partnership, we embrace our differences. We want you to be you. Because, well, we know you’re at your best when you’re free to be yourself.Being a truly inclusive employer to us means creating an environment which celebrates your contribution, regardless of age, gender, race, ethnicity, disability, sexual orientation, social background, religion or belief. It’s why we’ve set our own aim to become the UK’s most inclusive business – for our Partners (employees) and our customers.We firmly believe that our future success lies in diversity of thought from all Partners and it’s integral in our mission to build a happier world. 🌍 💚We welcome applications from everyone interested in working for us. And, once you’re a Partner, your differences will make all the difference.Find out more about D&I in the Partnership .We want all of our Partners to have a good work-life balance and we support flexible working. This might mean flexible or compressed hours, job sharing or shorter hour contracts, where it is possible to do so. Please discuss this further with the hiring manager during your interview.–
Expected salary
£57500 – 92000 per year
Location
London
Job date
Sat, 18 Jan 2025 06:17:22 GMT
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