Head Office

Customer Insight Manager - 12 month FTC

Insights Planning and Development

• Understand organisational needs and requirements for customer insight (quant and qual), and design regular and ad hoc programmes of work to deliver this, including but not limited to:- NPS/Voice of Customer Programme, Brand Tracking, Customer Panel/Surveying, Customer Interviewing and Focus Groups
• Develop an environment where customer centricity is at the heart of our business. Develop organisational understanding of our customer and how we interpret customer insights - supporting the business to understand what action should be taken.
• Identify internal and external customer trends and present this information to align with the business priorities and decision-making.
• Ensure that insights land effectively with stakeholders, leading to decisions and actions that positively impact commercial performance. Proactively monitor and measure the commercial impact of insights work.

Customer Research and Insight Provision

• Design suitable research methodologies to answer business questions. Collaborate with stakeholders to understand business requirements and translate them into customer analysis and insights. Shape research with key stakeholders to ensure that it delivers against the brief. Work effectively with our customer analytics teams to co-present quant and qual research in an integrated manner.
• Conduct customer research including preparing briefs, writing survey questions, organising and facilitating focus groups. Schedule and manage suitable briefing sessions for key pieces of work to ensure that they land effectively with stakeholders.
• Ensure that analysis and findings from the team are presented in engaging and suitable formats. Quality control of work leaving the team.
• Analyse large amount of customer data and convert this into digestible formats for the wider business
• Synthesise individual pieces of customer research (quant and qual) into effective stories to drive decisions and actions throughout the business, including elements from peers (e.g. customer data, location insights)

Stakeholder Engagement

• Build effective and influential working relationships with senior leaders across the business, including the Board.
• Shape and scope business questions effectively to ensure effective provision of insight activity. Present findings in a compelling and engaging style, and coach team members to do the same.
• Work as an effective member of the Customer Analytics and Insight leadership team, proactively collaborating with peers and driving full team performance and engagement.
• Build strong and effective working relationships into Kingfisher Group Insights/Analytics teams, to ensure that we leverage this expertise.
• Maintain an active external network with other insights/data professionals.

Team Leadership

• Build and lead a high performing customer insights team. Provide high quality line management, guidance, mentorship, and training to team members to enhance their skills and knowledge.
• Manage workload and prioritisation effectively within the team to ensure optimum use of resource versus impact/outcome. Schedule and prioritise insights work within the team, delivering on our commitments across BAU, CI and OKR Activity. Ensure that all work is in line with agreed OKRs and organisational priories, re-prioritising as required.
• Drive continuous improvement throughout the team, ensuring that we remain up to date with emerging methodologies and technologies.
• Lead team to use strong data and analytics tools to further enhance our understanding of the customer.
• Foster a collaborative and innovative working environment that promotes knowledge sharing and continuous improvement at Screwfix and into Kingfisher group functions.

Supplier and Budget Management

• Own and manage multiple relationships with our external insights’ providers (directly, or indirectly via Group)
• Ensure that external providers deliver high quality work, to agreed contract/SLAs, on time and to budget
• Review supplier performance regularly and propose any changes to the Head of Customer Analytics and Insight.
• Proactively re-forecast resource and budget requirements and ensure that insights activity is delivered within agreed budget/re-forecasts.

We’re looking for someone who can bring five key things to this role…

• We’re a small and busy team, supporting many other departments across Screwfix, and managing a complex portfolio of BAU, continuous improvements and project work. So you’ll need to be a very experienced planner, prioritiser and manager of expectations!

• You’ll be an experienced customer researcher and will be curious about the Screwfix customer. You’ll be expert in shaping great business questions into a clear research brief, designing the best research methodologies and finding the story in the results.

• Influencing others to action is critical in this role so you’ll be a confident and engaging communicator - we’re looking for someone who can produce fabulous slides or documents and tell spellbinding customer-led stories in meetings or presentations, to bring our research to life.

• A wide network of relationships across the business, into Group, and sometimes externally too, is key to success. So a track record of strong, effective working relationships from individual customers to internal or Kingfisher Group teams, to Board members is a must.

• We pride ourselves on leading our people brilliantly and believe that how we do things is just as important as what we do. We’re looking for a leader with experience in managing teams, who is thoughtful about culture and behaviour, really cares about their people, and understands the drivers of engagement and performance.

What’s in it for You?
We’ve built a workplace that works for you. Here’s how we support your success:

• Flexible Working: Enjoy a hybrid model—spend three days a week in our welcoming Head Office with flexible hours to fit your life.
• Belonging & Inclusivity: Join a team that values diversity, equity, and inclusion, where leaders listen and colleagues have your back.
• Career Progression & Learning: Access award-winning apprenticeships, development programs, and the tools to ‘Make More of Yourself.’
• Health & Wellbeing: Enjoy subsidized meals, gym discounts, and counselling services through the Retail Trust.
• Family-First Policies: Inclusive parental leave, enhanced pay, and resources to support your family moments.
• Financial Perks: Benefit from a market-leading pension scheme, bonuses up to 20%, and exclusive discounts at Screwfix, B&Q, and more.
• Convenience: Free parking, a relaxed Head Office environment, and flexibility to work at your best.
• Sustainability That Matters: Join a company committed to protecting the planet through bold initiatives in carbon reduction and sustainable practices.

What Does it Take to Succeed at Screwfix?
We move fast, adapt quickly, and deliver big. If you’re proactive, collaborative, and love a challenge, you’ll thrive here. At Screwfix, the more you put in, the more you get out.

We believe in equity for all. Please let us know at careers@screwfix.com if you need any additional support or adjustments when it comes to your application.

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