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# Head Of Insight & Contact Centre

- **Company:** Morrisons
- **Location:** Bradford, UK
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Artificial Intelligence, Customer Data Management
- **Published:** September 21, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=79d93b693bdebc34

## About the Role

* Ability to shape strategies using multiple sources of data / insight to build credible recommendations and solutions
 * Strong influencing skills and executive presence
 * Call centre management expertise; ideally with contact centre transformation experience
 * Ability to coach and guide a team
 * Evaluate business activity (including promotions, pricing, marketing and events) and propose solutions that meet customer and business needs
 * Align cross-functional teams
 * Present insights and briefs clearly and compellingly.
 * Manage budgets
 * Deliver under high pressure and ambiguity

Knowledge

 * Strong understanding of latest research approaches and customer service AI solutions
 * Highly numerate with a proven ability to solve complex problems through creative thinking and an analytical skill set
 * A strong understanding of: Category insight and ranging, Customer data analytics, Market data, experience tracking
 * A strong understanding of contact centre operations
 * A good understanding of financial metrics
 * Data sources - brand metrics, customer tracking, MoreViu, Worldpanel, Nielsen

Experience

 * Proven track record in a senior insight or customer service role within a retail, shopper marketing or FMCG environment
 * Management of a large team
 * Experience in customer service transformation (ideally with contact centre specific experience)
 * Experience in leading and managing projects to improve processes and deliver results
 * Experience in operating with and influencing senior leadership and executive teams

## Description

The Head of Customer Insight & Customer Service will guide and influence the business to deliver customer centric plans that improve short and long term growth. They will use best in class customer & market data analytics as well as research to paint a true picture of our customers' behaviour and sentiment towards Morrisons. They will use this to drive improvements for customers and the business. The role also had end to end ownership of our customer contact centres; ensuring that service levels are met as well as transforming the operations to significantly reduce costs.

Accountabilities:
Customer

 * Deliver strong operational performance across our customer contact centres
 * Reduce contact centre demand by resolving customer problems with stakeholders across the business
 * Transform our contact centres through the adoption of best in class AI tools
 * Ensure customer voice is represented accurately in all major weekly exec meetings and strategic projects
 * Influence Directors and build customer centric plans through a regular drumbeat of insight, both at a strategic level and at a tactical level through weekly customer updates
 * Lead a closer to customer programme for the business, including customer roundtables with our exec and leadership teams

Colleague

 * Direct and manage workload for the contact centre and insight teams, prioritising projects to align with business needs
 * Build strong working relationships with key senior stakeholders
 * Develop, inspire and lead a high-performing, accountable, and diverse team
 * Build cross-functional relationships to influence delivery against customer, sales and market share targets.

Operational

 * Deliver agreed service levels (including PCA, Satisfaction and FCR)
 * Manage Concentrix contract; which includes a significant transformation requirement
 * Manage Worldpanel and Nielsen contracts

Sales, Profit and Cash

 * Manage the budget to ensure we deliver value for money
 * Reduce the cost required to operate the contact centre considerably over the next three years