Customer Insights Lead

CUSTOMER INSIGHTS LEAD

Job Specification

Want to join one of the UK’s fastest growing companies?

We are One Retail Group, a multi-national online retailer, brand owner, and marketplace specialist recognised as one of the fastest-growing companies in the UK. Our story is humble, growing from a single product launched in 2013, we now own nine brands in the home appliance, lifestyle and personal care categories. Our future is exciting as we strive to launch onto new platforms and expand our operations even further across the globe. One Retail Group dispatches thousands of orders per day across the globe via our own e-commerce websites and online marketplaces such as Amazon.

When you come in to work…

As Customer Insights Lead , you’ll play a pivotal role in championing the voice of the customer across the business. You’ll not only own our review and feedback platforms but also design and drive our customer insight strategy, ensuring actionable intelligence is delivered across Product, Marketing, and Customer Care to fuel innovation and performance.

You’ll also design and run customer surveys, support compliance with feedback on product performance, and help shape our marketing and product strategies through a deeper understanding of who our customers are and what they care about.

We’re looking for someone who’s tech-savvy and confident using AI and modern tools to automate analysis, enhance reporting, and streamline insight generation. If you’re passionate about data, customer understanding, and leading insight-driven change, this role is for you.

Key Responsibilities

• Review platform management:
  • Own all customer review platforms (Trustpilot, Amazon reviews, etc.), ensuring reviews are actively monitored, trends are tracked and responses are timely and on-brand
  • Define and implement a proactive review strategy to encourage positive engagement and maximise feedback
  • Monitor review ratings and sentiment, identifying spikes, trends and dips, and investigating underlying causes
  • Champion the voice of the customer across the organisation, ensuring review insights are integrated into strategic conversations
  • Deliver reports and recommendations for improvement to stakeholders including Marketing, Customer Care, and Product teams.
• Customer insight and survey analysis:
  • Design and run engaging customer surveys to gain a deep understanding of user needs, brand perception, and product satisfaction
  • Use both qualitative and quantitative survey data to feed into marketing campaigns, messaging, and product development pipelines
  • Support audience segmentation efforts by building customer personas and profiling behaviours across touchpoints
  • Develop a clear insight roadmap, prioritising research initiatives that align with key business goals.
• Customer Care & Compliance feedback loop:
  • Analyse product-related reviews and customer care data to uncover recurring quality issues, functional complaints, and safety-related themes.
  • Collaborate with Compliance and Product teams to ensure findings are used to prioritise product fixes, enhancements, or documentation updates.
  • Highlight emerging product risks or red flags based on customer sentiment and feedback trends.
  • Create regular reports summarising product-related feedback from all sources (reviews, customer queries, returns reasons), tracking issues over time and surfacing actionable insights.
  • Ensure customer feedback directly influences our product lifecycle and quality processes.
• Data analysis & reporting
  • Use tools like Excel, Power BI and AI-powered platforms to compile reports, dashboards and insight packs.
  • Automate repetitive tasks and leverage AI (e.g. for text analysis, survey summarisation, sentiment analysis) to increase efficiency and depth of reporting.
  • Present findings clearly and visually, enabling other teams to make fast, data-informed decisions.
  • Ensure all data discovery, collection and analysis is handled, stored and processed in line with relevant global data protection regulations
  • Lead the storytelling of insights to senior stakeholders, making data meaningful, memorable, and impactful.

Our ideal candidate would be someone who has...

• 3+ years of experience in customer insights, analytics or research
• Strong analytical skills and familiarity with tools like Excel, Power BI, or Google Sheets
• Hands-on experience with review and survey tools (e.g. Trustpilot, Typeform, Google Forms)
• Confidence using AI tools (e.g. ChatGPT) to support insight generation
• Strong communication skills and the ability to translate complex data into clear, actionable recommendations
• A curious, proactive mindset with a passion for customer behaviour and improving experiences
• Experience working cross-functionally to embed insights into strategy, and confidence influencing senior stakeholders
• A drive to turn insight into action - not just report on the data, but make change happen

You want to work for us because…

We are a fast growing and successful company, that likes to make quick decisions to stay at the forefront of retail. You will be working with a passionate, hard-working and dedicated team allowing you to learn a wealth of business skills from day one. This will provide you with the chance to leave your mark and make a difference to a very exciting company. We’re fun, collaborative and enjoy supporting each other achieve our shared ambitious goals.

Benefits

We’re a social bunch who enjoy spending time with each other outside of work. Aside from regular company organized socials and team lunches, there’s often a message inviting people to go for lunch in the park, try a new local place, as well as after-work drinks or even the occasional salsa class or bouldering session! Apart from working with great people and enjoying a fast-paced, fun, diverse, collaborative, and supportive culture, you’ll also receive:

• Access to our Bupa Healthcare Cash Plan (post probation)
• 33 days of annual leave (inc. UK Bank Holidays), plus an additional day off to celebrate your birthday
• Employee discounts on all our brands
• Access to our Cycle to Work scheme via CycleScheme
• Quarterly team socials (recent events include pottery making, virtual golf, shuffleboard)
• Fresh bagels every Tuesday, and fresh fruit through the week