Head of Customer & Strategy Insight Job at Booker Group (Wellingborough)

Head of Customer & Strategy Insight

Booker Group

Location:
United Kingdom , Wellingborough ▼
Eccles

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

Save Job

Apply Position

Job Description:

Booker Group is recruiting for a Head of Customer & Strategy Insight to lead the organisation’s understanding of customers, markets, and emerging trends. This role transforms data, research, and behavioural insight into clear, actionable strategies that shape decision‑making across Retail, Commercial, Digital, and Operations. They ensure the business stays customer‑led, insight‑driven, and future‑focused.

Job Responsibility:

Develop and maintain a robust customer segmentation model that reflects evolving behaviours, needs, and value drivers.
Partner with Marketing, Retail, Digital, and Product teams to embed segmentation into targeting, proposition design, and customer experience improvements.
Lead analysis of customer journeys, lifetime value, churn, and behavioural patterns to identify opportunities for growth and retention.
Ensure segmentation is accessible, understood, and used across the organisation.
Own the external insight agenda, including competitor analysis, market trends, macroeconomic shifts, and emerging consumer behaviours.
Build relationships with research agencies, industry bodies, and data providers to ensure the business has access to high‑quality intelligence.
Translate external trends into strategic implications for Retail, Product, and Customer Experience teams.
Produce regular horizon‑scanning reports to inform long‑term planning.
Design and oversee a comprehensive survey programme that captures the voice of customers, suppliers, colleagues, and product users.
Ensure surveys are methodologically sound, representative, and aligned to strategic priorities.
Lead analysis and reporting of survey results, identifying key themes, risks, and opportunities.
Work with functional leaders to ensure insights drive measurable improvements.
Lead the design and facilitation of listening groups, focus groups, and in‑store/online ethnographic research.
Ensure qualitative insight complements quantitative data to provide a rounded understanding of customer and colleague sentiment.
Build frameworks for capturing and synthesising feedback from frontline teams and retail colleagues.
Champion a culture of listening across the organisation.
Create compelling insight narratives tailored for Retail leadership, store teams, and cross‑functional partners.
Develop regular insight packs, dashboards, and storytelling sessions that bring customer and market insight to life.
Ensure Retail teams have timely, relevant insight to support operational decisions, proposition changes, and customer experience improvements.
Act as the organisation’s ambassador for customer‑centric thinking.
Unlocking high performance and capability, coaching managers on how to effectively manage performance, creating environments where our teams are able to deliver our core purpose and delight our customers.
Proactively managing succession planning and early career development, delivering a strong talent pipeline to meet current and future needs ensuring Booker is a place to get on.
Using technology to collaborate on shared accountabilities, leading the way into a digital workplace to improve ways of working.
Taking care for the health and safety of yourself and others who may be affected by your actions and being responsible for ensuring all our operations are free from hazards and reported when identified
Following our Business Code of Conduct and always acting with integrity and due diligence
Champion inclusion and diversity to ensure everyone feels welcome at Booker.

Requirements:

Strong analytical capability with experience in segmentation, survey design, and qualitative research.
Ability to translate complex data into clear, actionable insight.
Strong stakeholder management and influencing skills.
Proven experience in customer insight, market research, or strategy roles, ideally within retail or consumer‑facing sectors.
Experience leading teams and managing external agencies.

Nice to have:

Experience with advanced analytics tools (e.g., SQL, Python, Power BI, Tableau).
Background in behavioural science or customer experience design.
Experience leading managing and developing teams and managing cross‑functional projects.
Knowledge of Convenience Retail, Catering, food‑to‑go, or hospitality sectors.

What we offer:

A Booker colleague card with 10% off purchases at Booker and double discount events up to three times a year.
After 3 months service, a Tesco colleague discount card with 10% increasing to 15% off most purchases at Tesco for a 4 day period after every four-weekly pay day, ie. thirteen times a year. In addition to 10% off at Tesco Cafe and 20% off all F&F purchases.
10% off pay monthly & SIM only deals with Tesco Mobile for yourself, along with further great deals through-out the year.
Up to 30% off car, pet and home insurance at Tesco bank. Terms and conditions apply.
Free eye test when you spend £50 or more. You can also save 30% when you spend £50 or more on glasses, prescription sunglasses and contact lenses.
50% off health checks at Tesco Pharmacy.
Exclusive access to discounted RAC breakdown cover rates
An exclusive deals and discounts website saving you money on everyday purchases including a cycle to work scheme.
After 3 months service, you can join our annual Save As You Earn share scheme which allows you to buy Tesco shares in the future at a discount.
Retirement savings plan (pension) - save up to 5% and Booker will match your contribution.
Life Assurance - You are covered for death in service life cover of up to three times annual pay
Health and Wellbeing support and resources including our 24/7, confidential Employee Assistance Programme and Virtual GP for you and your family.
A great holiday package

Additional Information:

Job Posted:
March 19, 2026

Expiration:
March 23, 2026

Employment Type:

Fulltime

Work Type:

Hybrid work

Booker Group - All Job Offers

Job Link Share:

Head of Customer & Strategy Insight

Booker Group

Location:
United Kingdom , Wellingborough ▼
Eccles

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Nice to have:

Additional Information:

Job Posted:
March 19, 2026

Expiration:
March 23, 2026

Looking for more opportunities? Search for other job offers that match your skills and interests.

Similar Jobs for Head of Customer & Strategy Insight

Head of Customer Management

Head of Customer Service - Global

Head of Customer Acquisition

Head of Customer Due Diligence, APAC

Head of Product

Head of Enterprise Cloud Support

Head of Cloud SMB Support

Head of Consumer Care

Head of Customer & Strategy Insight

Booker Group

Location:United Kingdom , Wellingborough ▼Eccles

Category:IT - Administration

Contract Type:Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Nice to have:

Additional Information:

Job Posted:March 19, 2026

Expiration:March 23, 2026

Looking for more opportunities? Search for other job offers that match your skills and interests.

Similar Jobs for Head of Customer & Strategy Insight

Head of Customer Management

Head of Customer Service - Global

Head of Customer Acquisition

Head of Customer Due Diligence, APAC

Head of Product

Head of Enterprise Cloud Support

Head of Cloud SMB Support

Head of Consumer Care

Location:
United Kingdom , Wellingborough ▼
Eccles

Category:
IT - Administration

Contract Type:
Not provided

Job Posted:
March 19, 2026

Expiration:
March 23, 2026