Head of Customer Insights & Experience

Location: Letchmore Heath, Hertfordshire

Contract Type: Permanent

Closing Date: 01 October 2020

Salary: Competitive salary + car allowance + excellent benefits

Head of Customer Insights & Experience


IGD is the food and consumer goods industry’s research body, a hub of best practice and thought leadership. Through our charitable activities we bring people and companies together to train and educate employees and deliver public benefit. This work is supported by our trading company, which supplies the world's food and grocery businesses with first-class insight.

Those that flourish at IGD are looking for something a bit different. A career with us offers you a unique opportunity to work across the food and consumer goods industry, to engage with industry leaders and government, to use your knowledge to share best practice, and to make a real impact.

Our people come from a variety of backgrounds and that’s what makes your time with us so special. We are made up of everyone from scientists to sales people, shopper specialists to economists, and we all learn from each other. Whether in commercial, charity or support roles, what unites us is our passion for the food and consumer goods industry and the way we approach what we do.

If you enjoy bringing people together, have a strong sense of what is right and always hold yourself to high standards, IGD is full of people who share your values. We’ve built a culture based on teamwork, integrity and excellence and these core values underpin everything we do.

This new role is needed at IGD to ensure we are a customer and stakeholder centred organisation that makes key decisions based on analytical data and rich behavioural insights.

The Head of Customer Insights & Experience develops and implements comprehensive tools and strategies that enable quantitative and qualitative data to be transformed into valuable, accessible, and rich business insights.

These insights are used with, and by stakeholders, for decision making and strategic planning across the organisation and lead a customer and stakeholder focussed growth agenda.

The Head of Customer Insights & Experience is also responsible for leading a cultural mindset change programme around embedding a data and insight led approach across IGD and having customer journeys and experience across all our platforms at the heart of their thinking. The role be able to  have the capability to influence and take the IGD leadership community on a journey of using customer insight and the application of customer experience in everything we do.

The desired candidate has an ability to work with leaders across each department to support the embedding of this insights led approach in each area.  Being able to create, communicate and bring to life rich action orientated insights from the data is critical in this role.

The role will manage one data/ insights team member and manage the processes responsible for accurate data collection, processing, modelling and analysis within the insights function and drive the adoption of data and insight in decision making across IGD’s different departments.

The candidate will ensure data accuracy and consistent reporting by designing and creating optimal processes and procedures for the function to follow.

Driving a customer experience focused mindset by using data to understand our customer needs, problem solve and create solutions is also a critical part the accountability for this role.

The right person for the job will have a passion for using insight to solve everything from everyday problems to strategic decision making, and be adept at working across multiple projects, teams, and cross functional sprint groups.

Key areas of responsibility and focus

Better customer and stakeholder understanding and insight  

  • Use customer segmentation insight to understand our customers and stakeholders behaviour better, understanding their missions and why and how they interact with IGD. Drive an enhanced and overarching brand led customer experience from this insight. 
  • Using qualitative and quantitative customer behaviour insight to work with marketing managers, product owners, the charity team and account managers to develop and support all forms of content, marketing and sales activity that deliver our objectives around acquisition, retention and loyalty creating revenue and profit growth. 
  • Delivering against clear ROI and reputational targets. 
  • Using UX and UI activity, and working with the IT team, bring an insight led approach to the way we develop and evolve all our customer engagement platforms.

Internal Operations and Reporting

  • Develop and support the capability, processes and insight generation that gives the IGD community insight on the performance of our products and services.


  • Create an approach that delivers accuracy by streamlining existing processes and reporting, whilst identifying new requirements. Create frameworks that allow the IGD community to self-serve within a governance structure.

Business Performance

  • Support the organisations understanding of our performance by creating, measuring, and communicating appropriate KPIs with insight that allows for a continuous improvement approach to all we do. Drives and enhance customer experience and commercially viable approach across our activities.

Future gazing and product development  

  • Work with IT and Marketing, alongside other departments, to devise and implement new processes, tools, and software, aligned to the aim of making IGD a more efficient, more customer-focused business.


  • Ensure that data and insight are at the heart of the creation, development and evolution of IGD products and services keeping us commercially agile, relevant and centred on what matters most to our customers.

Qualifications and Experience required

  • We are looking for someone with significant experience in a position monitoring, managing, manipulating and drawing rich insights from qualitative and quantitative digital and customer behaviour data
  • A number of years senior experience leading a team and working with senior leadership teams
  • Proficient and experienced with marketing analytics data and website UX/ UI data
  • Understanding of and experience using analytical concepts and techniques: hypothesis development, designing tests/experiments, analysing data, drawing conclusions, and developing rich and actionable insight.
  • Working with and creating databases/ dashboards using all relevant data to inform decisions.
  • Experience using analytics and insight techniques to contribute to the organisation’s growth agenda, increasing revenue and other key outcomes.
  • Strong problem solving, quantitative, qualitative, and analytical abilities.
  • Strong ability to plan and manage numerous processes, people, and projects simultaneously.
  • Excellent communication, collaboration and influencing skills.


Note - Due to a high volume of applications, this advert might close before the displayed closing date. It is therefore recommended that you apply promptly.

Apply now