Job description

Job description

  • Department:
  • City:
  • Job Type:
    Full Time
  • Number of Hours:
    37.5 hrs
  • Contract Type:
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Customer Insights Lead (13818)

Location: Remote hybrid*


Salary: £Industry Competitive + Comprehensive Company benefits


It's a really exciting time to be at Holland & Barrett!

We are investing across all areas of our business with a vision of empowering our customers to live happier, healthier lives.

The Role

“Building the capabilities of the Customer Insights team. Create compelling customer recommendations across the business.”

As a team lead, this role manages a team of Customer Insights Analysts, building the capabilities of the Customer Insights team, and work with senior stakeholders from Data & Insights and the business to deliver H&B customer insights.

The role is key in providing the analysis required to make customer led decisions through the business, providing the customer behavioural context to the businesses trading and operational results, whilst challenging the norm through new insights across marketing, trading, operations and development.

Using Holland & Barrett customer data, and partnering across the Insights team to create compelling customer recommendations across the business.

You will be working within the Insights function, as the key co-pilot on customer analytics within Insights supporting the Head of Brand, Consumer & shopper Insights.

Key Accountabilities

  • Work alongside the Head of Brand, Consumer & Shopper Insight to build and develop our customer insight capabilities and outputs - ensuring the business is fully enabled with the best customer insight to meet its changing and emerging needs.
  • Manage and develop H&B's approach to customer insight highlighting recommendations and opportunities throughout the business.
  • Manage a team of 4 Customer Insight Analysts to deliver customer insights to the business.
  • Manage the Customer Analysis plan, resourcing & workload, prioritisation and budget management.
  • Key point of contact within the Insights function when collaborating with Data & Analytics (tech) – championing insights within the Data & Analytics tech team.
  • A key partner within the Insights team, co-piloting Insights Managers to ensure key business partners across Trading, Marketing, Digital, Strategy & Retail stakeholders embed customer analysis into business decision making.
  • Support the wider H&B teams across key strategic workstreams, including Format Trials, Range & Innovation workstreams.
  • Manage the process of production of monthly customer insight packs for regular deliverables, and development of the right level of customer reporting formats alongside the BI team to enable strong customer decision making.
The Person
  • Experience within an insight function at a head office retail environment
  • Strong leadership skills and experience in managing and coaching people
  • Ability to drive change through an organisation using compelling insight
  • Evidence of producing compelling insight documents for business cascade
  • Strong team leader
  • Result driven, with strong attention to detail, execution, follow-up and a focus on quality
  • Self-starter, motivated and curious about the sector, the category and consumer mindsets
  • Flexibility and desire to both create the analysis and present it

Technical skills

  • Bachelors' degree in a course with mathematics or analytics at its heart
  • 5+ years within a customer insight role, including team management.
  • Commercial and business acumen essential and demonstrable
  • Experience in use of BI tools and databases
  • Coding languages capability (Sql, R, Python)
  • Experience in supporting the development of customer Insight outputs, reporting and dashboards.
  • Exceptional Microsoft Office skills

 Our mission is to be the leading player in global wellness chosen by millions as their trusted partner for personalised wellness journeys. To achieve this goal, we are embarking on a radical transformation.

We have exciting growth plans and a clear roadmap to transform the business into a best-in-class, omni-channel Global business, and end to end health and wellness provider, underpinned by considerable investment. 

*Location:  Remote hybrid – the H&B team has a hybrid working model between Holland & Barrett's Nuneaton office and working remotely. You may need to travel to Nuneaton occasionally. We are a global, digitally enabled business and we expect our colleagues to be self-driven and to determine the most appropriate place to work each day to meet the requirements of the role, achieve their best performance and optimum output.


The Company

Holland & Barrett is one of the nation's most loved and trusted brands, known for offering quality health food, vitamins and supplements all sold by highly trained and qualified advisors.

Bucking the current trend of high street retailers, we forecast significant growth and expansion plans in the coming years, with considerable investment going into all areas of the business. We certainly embrace change and drive speed in everything we do. Every day presents a different challenge, but every day is also filled with fun, teamwork and passion to succeed and surpass every expectation.

Join us and see how far you can go…

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Head Office - Samuel Ryder House
7 Barling Way, Nuneaton, Warwickshire, United Kingdom, CV10 7RH
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