CX insights Manager

Halfords is looking for a CX insights Manager to steer the analytics and insight work that shapes how customers experience the business. The role sits in the West Midlands, Worcestershire area and is remote-friendly with a structured hybrid setup that involves three days on site at the Support Centre in Redditch and an optional two days from home. Halfords is the UK’s leading retailer of motoring and cycling products and is backed by one of the country’s largest independent vehicle servicing networks through Halfords Autocentres, which gives the company a solid foundation while still enabling ongoing experimentation and growth. This is a good fit for someone who wants to own problems, drive improvements and influence decisions across teams.

In this role you’ll drive the design and delivery of customer insights using digital analytics tools, surveys, and Voice of Customer data to identify pain points and opportunities. You’ll create and maintain dashboards and reports to track progress, keeping stakeholders informed and motivated. You’ll work cross-functionally to shape the Group CX Strategy, aligning marketing, operations, product and support on customer experience goals. Partnering with the Halfords Customer Insight team, you’ll blend quantitative analysis with qualitative research to build a complete picture of customer behaviour and motivations, using metrics such as NPS, CSAT and feedback from Google reviews and other channels to influence strategic decisions and benchmark performance against industry standards.

If you enjoy turning data into clear recommendations and communicating insights across layers of a business, this role could be a great match. It’s especially well-suited to someone who wants to help shape how customers experience Halfords, by turning evidence into action and working with colleagues across functions to drive real outcomes.

Turning data into decisions that shape the customer experience

You will collect, analyse, and interpret customer insights to produce actionable intelligence that informs teams across the organisation. You’ll design and maintain interactive dashboards to track progress, and you’ll present findings in a way that motivates stakeholders to act. Collaboration will be essential as you help shape and implement a Group CX Strategy and align marketing, operations, product, and support around shared customer goals.

Through the Halfords Customer Insight team you’ll blend numbers with qualitative input, delivering a fuller view of why customers behave the way they do. You’ll leverage feedback from NPS, CSAT, Google reviews, and other channels to influence strategic decisions, benchmarking CX performance against industry standards.

What we’re looking for

Must-haves

• Strong ability to translate complex insights into clear, actionable strategies through storytelling and concise communication
• Proven track record in Voice of Customer analytics that led to measurable improvements
• Solid technical toolkit for extracting and modelling data, plus web analytics and creating visualisations
• A history of turning dense information into engaging visuals and reports
• Experience managing the full Insight lifecycle from brief to defined scope, analysis, presentation, and recommended actions within tight deadlines
• A customer-focused mindset with a proactive, problem-solving approach
• Proficiency with analytics and survey tools, including SQL, Excel, dashboards and visualisation software, and tools such as Medallia
• Strong attention to detail and accountability for the accuracy of your work

Nice-to-haves

• Experience with Tableau, Qlik, Google Analytics GA4, or Python
• Experience using CRM systems, for example Salesforce
• Knowledge of GDPR, retail compliance and consumer regulation
• Experience in retail or ecommerce environments

Pay, benefits and practical details

The role comes with a fair and competitive salary benchmarked against market data, plus an annual discretionary bonus scheme, a pension plan, life assurance, and 25 days of annual leave plus bank holidays and enhanced family leave

Halfords supports ongoing development to help you grow in your current role and for the next steps in your career. The company operates a hybrid working policy with three days on site at the Support Centre in Redditch, Worcestershire and an optional two days working from home.

Employees gain access to a broad range of discounts across Halfords products and services, along with wellbeing and inclusion resources and active colleague networks that support an inclusive workplace.

Practical tips to help you stand out

Lead your resume with a line that highlights a customer insight project where you turned VOC data into a concrete business action and measurable outcome

Show how you prove must-have skills by sharing a specific example of data extraction, modelling, and a dashboard you built that influenced a decision. Mention the tools you used, such as SQL, Excel, Medallia or others

Be ready to talk through the complete Insight lifecycle with a crisp, end-to-end case: how you took a brief, scoped the work, ran the analysis, and presented findings with recommendations under deadlines

Ask a thoughtful question about how Halfords uses customer insights to shape the Group CX Strategy and how success is measured, for example how NPS and CSAT results translate into action across teams