Customer Insight Lead (Retail)

Location: Nuneaton, United Kingdom; hybrid working with a minimum of two days per week in the office.

Company

Holland & Barrett is a health and wellness retailer with more than 150 years of experience.

What you will do

• Own the customer insight plan for an 18-month pricing and promotions transformation.
• Bring customer perspectives, value perception, trust, and clarity into programme decisions.
• Partner with Analytics and CRM teams to connect customer attitudes, segmentation, transactional data, and observed behaviour.
• Shape hypotheses and research measures for pricing, promotions, subscription, and personalisation trials.
• Translate customer learning into recommendations for propositions, trial design, and commercial decisions.
• Establish reusable customer insight practices and collaborate with Commercial, Digital Trading, Marketing, Finance, Category, and other stakeholders.

Requirements

• Experience in customer insight or research within retail, consumer, or digital environments.
• Practical knowledge of qualitative and quantitative research methods, including survey design, segmentation, and behavioural interpretation.
• Ability to connect customer research with transactional or CRM data to understand customer needs and behaviours.
• Commercial awareness and ability to turn insight into clear, actionable recommendations.
• Strong communication and stakeholder management skills, with confidence representing the customer perspective and influencing cross-functional decisions.
• Curious, evidence-led approach and ability to make complex findings accessible and useful.

Culture & Benefits

• 18-month fixed-term secondment with full-time hours of 37.5 per week.
• Hybrid working with at least two office days per week.
• 33 days of holiday including bank holidays, with a holiday purchase scheme.
• Private medical insurance, virtual GP access, Employee Assistance Programme, mental health support, and an annual health testing kit after six months.
• Workplace pension with a 5% employer contribution, life assurance at twice salary after six months, and a £50 colleague product allowance after six months.
• Retail discounts, 25% colleague discount, Wellhub membership, and Cycle to Work scheme.

Hiring process

• Contact the hiring team if an adjustment is needed during the application process.