Customer Experience (CX) Analytics Manager
About us
At Halfords, our mission is to inspire and support a lifetime of motoring and cycling. As a specialist retailer, we lead the market through customer-driven innovation and a distinct product range. We are dedicated to providing our customers with an integrated, unique, and convenient service experience—from e-bike and electric vehicle servicing to on-demand solutions. Our commitment is to foster customer loyalty by offering compelling reasons to keep coming back to our stores, ensuring a lifetime of motoring and cycling enjoyment.
The teams at our Redditch Support Centre work with every other area of our business, putting them at the heart of the action and playing a key role in our success and growth. Everyone brings their individual knowledge and experience to work every day, working as one team to keep things moving smoothly.
If you’re willing to get stuck in, you’ll love it here too. So put yourself at the heart of a dynamic, fast-paced working environment where expertise and focus take people far.
About the role
As Customer Experience Analytics Manager, you will be the driving force behind the development and delivery of insights that transform the customer experience. In this dynamic, data-led role, you’ll collect, analyse, and interpret customer insights to generate powerful, actionable intelligence. Your work will amplify the voice of the customer across the organisation, ensuring it shapes and fuels decision-making at every level. You’ll champion the prioritisation of what truly matters most to our customers, creating a lasting impact across the business.
Key responsibilities
Lead the design and delivery of customer insights using digital analytics tools, surveys, and Voice of Customer data to identify pain points and opportunities.
Develop and maintain dynamic dashboards and reports to track insights, measure progress, and keep stakeholders informed and motivated.
Collaborate cross-functionally to design and implement the Group CX Strategy, aligning marketing, operations, product, and support teams on customer experience goals.
Partner with the Halfords Customer Insight team to combine quantitative analytics and qualitative research, providing a comprehensive understanding of customer behaviour and motivations.
Leverage NPS, CSAT, Google reviews, and other feedback channels to amplify customer insights and influence strategic decision-making.
Communicate findings and recommendations effectively to all organisational levels, ensuring customer insights drive action and benchmark CX performance against industry standards.
About you
Exceptional communication and storytelling abilities to translate complex insights into clear, actionable strategies.
Proven success in Voice of Customer analytics delivering measurable impact.
Strong technical skills including data extraction, data modelling, web analytics and data visualisations
Track record of distilling complex information into compelling visualisations and reports
Ability to manage full Insight lifecycle - convert a brief into a defined scope, analyse the data & present the findings and recommendations within tight deadlines
Customer-obsessed mindset with a proactive, can-do attitude and natural problem-solving skills.
Proficiency in analytics & survey tools – SQL, Excel, dashboarding & visualisation & survey tools e.g. Medallia
Good attention to detail and takes responsibility for the accuracy of their work
Desirable:
Experience using Tableau, Qlik, Google Analytics (GA4), Python
Experience with CRM systems (e.g. Salesforce)
Knowledge of GDPR, retail compliance and consumer regulation.
Experience in retail or ecommerce business.
Reward & benefits
A fair and competitive salary evaluated against market data, annual discretionary bonus scheme, pension, life assurance, 25 days annual leave plus bank holidays, car allowance and enhanced family leave.
Commitment and dedication to your ongoing personal and professional development. We help you to own and grow your potential so you can be at your best in your current role and to support your future career aspirations.
We offer hybrid working in our Support Centre, you will be based at our Support Centre 3 days a week with an optional 2 days working from home.
You will have access to a wealth of employee discounts across the Halfords suite of products and services.
Wellbeing and inclusion are at the heart of our colleague experience. We offer resources and ongoing support to enhance your wellbeing at work and active Colleague Networks supporting inclusion initiatives across Halfords.
Not sure you meet all the criteria? We'd encourage you to take the wheel and apply anyway! At Halfords we are committed to creating an inclusive workplace for our colleagues. We're an equal opportunities employer and proud to welcome applications from all backgrounds and embrace diversity within our one Halfords Family.
At Halfords, we operate a hybrid working policy with 3 days on site at our Support Centre in Redditch, Worcestershire.
