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Head of Customer InsightBoden
21 days ago
  • LevelSenior
  • ProfessionsCustomer Services Manager, Data Analyst, Researcher
  • TypeFull Time
  • LocationLondon, United Kingdom

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Description

A BIT ABOUT THE ROLE
As Head of Customer Insight at Boden, you will lead the development and execution of our customer insight strategy. Your role is to ensure that the customer’s voice is heard across the business, influencing both long-term company strategies and day-to-day decisions. Reporting into the CCO, you will serve as a key strategic partner across multiple departments (namely Marketing, Brand, Product, Creative, & UXR) as well as the Executive Leadership team. You and your team will be responsible for conducting end-to-end quant and qual research projects, collecting, analysing, and reporting on internal and external data sources and transforming those insights into actionable recommendations that inform business decisions. This role requires a highly strategic thinker with an advanced understanding of data analytics, customer behaviour, and fashion retail markets (UK, US and Germany in particular) combined with strong leadership skills to collaborate cross-functionally, building relationships to integrate your Insights team across departments. Your ability to analyse big data will be equal to your ability to develop a deep understanding of the Boden customer - instinctively understanding her, her lifestyle, values and bringing her to life for colleagues throughout the business. You will be well versed in focus group moderation, presenting to big audiences and acting as a mentor and guide to develop your team’s knowledge and skills.
BENEFITS AT BODEN
  • Flexible hybrid working
  • Targeted annual bonus scheme
  • Generous Boden clothing allowance and 30% discount on all current clothing ranges
  • Holiday increase with years of service
  • Portal with an array of discounts and cashback offers on retail and entertainment
  • Group personal pension scheme and life insurance cover
  • 24/7 Virtual GP service for you and your household
  • Free onsite parking, teas & coffee stations and subsidised café with free toast for breakfast
ROLE RESPONSIBILITIES
  • Develop and oversee the company's client insights strategy in line with wider business goals.
  • Partner and build relationships with executive leadership and cross functional departments to ensure insights is truly integrated across the business - supporting functions with actionable insights to build strategy.
  • Gain a thorough understanding of our customer across three key markets (UK, US & DE), ensuring her voice is represented in business decisions and driving understanding of who she is across departments.
  • Manage and grow the Customer Insight Team, fostering a customer-centric culture.
  • Handle end-to-end research processes, from creating & programming surveys to analysing results and presenting findings to senior stakeholders.
  • Develop and build on current tracking studies to support your overall Insights strategy, including brand awareness tracking and implementing an NPS programme.
  • Design and execute a regular focus group programme in all three key markets and be able to confidently moderate focus groups.
  • Create and roll out initiatives to drive customer understanding across departments, bringing Boden colleagues closer to our customers, supporting them in making customer-first decisions.
  • Synthesise large data and insights across sources to deliver engaging presentations, including companywide in-person presentations.
  • Ability to occasionally travel for research (UK, US, Germany).
THE EXPERIENCE WE ARE LOOKING FOR
  • 10+ years of experience in customer insights or research & strategy, ideally in apparel retail or e-commerce.
  • Experience in building business strategy founded in customer insights.
  • Experience managing teams, cross-functional collaboration, and influencing business decisions at c-suite level with insights.
  • Deep understanding of data analytics, UXR and marketing, and how these functions work together to deliver single-source-of-truth insights.
  • Expertise in both qualitative and quantitative research methods, and the ability to balance strategic and hands-on work.
  • Extensive focus group moderation experience and the ability to confidently act as the voice of the customer across the business.
  • A sound knowledge of UK and US retail markets (DE a plus)
We want Boden to be the place everyone wants to work. Friendly and open, understanding and supportive. A best-of-British company with diverse teams, equal opportunities, and fair working and recruitment practices. We believe in hiring the best person for the job whoever they are, helping them thrive in it and celebrating their individuality.
We would like to encourage people from a diverse range of backgrounds to apply for our roles. If you need any reasonable adjustments or additional support during your application process, please do not hesitate to let us know.

Skills Required

  • Customer Insights
  • Research
  • Data Analytics

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