Job Description

Join our team and be part of a company that truly lives its values. With our expertise and commitment to innovation, we aim to build trust and make health and wellness accessible to all. By fostering inclusivity and care, we work collaboratively to improve the well-being of our colleagues, customers, and communities.

The Role:

Track and analyse customer experience metrics including OSAT, CSAT, CES, NPS Monitor customer behaviour, trends, and feedback across all channels Prepare weekly and monthly insights reports to inform commercial, operational, and digital teams Map key customer journeys and identify friction points Collaborate with UX, product, and engineering teams to prioritize and implement CX improvements Drive day-to-day execution of CX initiatives across digital, retail, and customer care Assist in aligning cross-functional teams behind customer-first goals and KPIs Manage and deliver CX initiatives across roadmap workstreams including survey development, contact reason analysis, and CSAT uplift programs Support incident management processes by driving root cause analysis and follow-ups Act as a key liaison between CX, data, digital, product, and CEC teams Lead workshops and feedback loops with stakeholders to improve cross-functional alignment Support internal comms related to CX initiatives, metrics, and learnings

The Person:

3+ years of experience in customer experience, customer support, or customer analytics Analytical and reporting skills with Excel, Metabase, or similar platforms Proven ability to manage multiple priorities and projects simultaneously

What we offer:

Our Benefits

for this role include, but not limited to:


H&B Employee Discount - 25% Bonus 33 Days Holiday per year (Inclusive of bank holidays)

We're passionate about helping every colleague thrive across all dimensions of wellbeing, and we're committed to having a diverse and inclusive workplace. In line with our EPIC values (Expertise, Pioneering, Inclusive, Caring), we embrace and actively celebrate all our colleagues' unique and varying experiences, backgrounds, identities and cultures - I am me, we are H&B.

Holland & Barrett does not accept unsolicited resumes from search firms/recruiters. Please do not forward resumes to our job alias, employees, or any other company location. Holland & Barrett is not and will not be responsible for any fees if a candidate submitted by a search firm/recruiter unless otherwise agreed with respect to specific open position(s).

Division:

UK&I

City:

Nuneaton

Country:

UK

Job Type:

Full Time

Number of Hours:

37.5

Contract Type:

Permanent

Closing Date:

18 July 2025