CX insights Manager

Halfords is on a journey - building the future of motoring and cycling and looking for people who want to help shape what comes next. We’re a place for co‑creators: people who want to make a real impact, take ownership and be part of something that’s still evolving.

As the UK’s leading retailer of motoring and cycling products, we’re supported by one of the country’s largest independent vehicle servicing, maintenance and repair networks through Halfords Autocentres. This breadth gives us a strong, stable foundation - and the freedom to keep innovating and growing.

That means real variety for our colleagues, along with the opportunity to learn, stretch and develop as the business moves forward. Whatever your role, you’ll be part of a team focused on delivering exceptional service - using your expertise to solve problems, guide customers and help keep the nation moving with confidence.

As CX insights Manager, you will be the driving force behind the development and delivery of analytics & insight that transform the customer experience. In this dynamic, data-led role, you’ll collect, analyse, and interpret customer insights to generate powerful, actionable intelligence. Your work will amplify the voice of the customer across the organisation, ensuring it shapes and fuels decision-making at every level. You’ll champion the prioritisation of what truly matters most to our customers, creating a lasting impact across the business.

• →Lead the design and delivery of customer insights using digital analytics tools, surveys, and Voice of Customer data to identify pain points and opportunities.
• →Develop and maintain dynamic dashboards and reports to track insights, measure progress, and keep stakeholders informed and motivated.
• →Collaborate cross-functionally to design and implement the Group CX Strategy, aligning marketing, operations, product, and support teams on customer experience goals.
• →Partner with the Halfords Customer Insight team to combine quantitative analytics and qualitative research, providing a comprehensive understanding of customer behaviour and motivations.
• →Leverage NPS, CSAT, Google reviews, and other feedback channels to amplify customer insights and influence strategic decision-making.
• →Communicate findings and recommendations effectively to all organisational levels, ensuring customer insights drive action and benchmark CX performance against industry standards.

• 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

• Experience using Tableau, Qlik, Google Analytics (GA4), Python
• Experience with CRM systems (e.g. Salesforce)
• Knowledge of GDPR, retail compliance and consumer regulation.
• Experience in retail or ecommerce business.

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