Experience Research & Insights Manager (H&B&Me)

Join to apply for the Experience Research & Insights Manager (H&B&Me) role at Holland & Barrett

Experience Research & Insights Manager (H&B&Me)

Join to apply for the Experience Research & Insights Manager (H&B&Me) role at Holland & Barrett

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.

Are you passionate about shaping customer experiences in digital wellness? Join us at Holland & Barrett as the Experience Insight & Optimisation Manager for H&B&Me , our flagship wellness platform. In this pivotal role, you'll lead the insight strategy that drives innovation and long-term engagement, using customer understanding to shape features, content, and services that support healthier lives.

This is an exciting opportunity to sit at the heart of insight, product, and UX—turning data into decisions that elevate digital wellbeing.

Key Responsibilities

• Lead the insight roadmap for H&B&Me, aligning product strategy with customer wellness goals and behaviours.
• Develop in-depth customer personas and journey insights to inform platform engagement and retention.
• Embed experience metrics (NPS, CSAT, retention) into a system of continuous optimisation.
• Design and deliver learning programmes including A/B testing, UX research, co-creation panels, and user feedback.
• Collaborate closely with Product, Design, and Analytics teams to embed insights into agile development cycles.
• Apply best-in-class research methods, behavioural science, and emerging trends to anticipate future needs.
  
  

• Strong experience in customer or digital insight roles, ideally within mobile apps or wellness platforms.
• Skilled in both qualitative and quantitative research, journey mapping, and CX methodologies.
• Proficient in tools like Google Analytics, Mixpanel, Qualtrics, and UX testing platforms.
• Confident communicator and storyteller, with the ability to influence cross-functional teams.
• Future-focused and commercially aware, with a passion for creating meaningful customer experiences.
  
  

• H&B Employee Discount - 25%
• Bonus
• Pension company contribution
• 33 Days Holiday per year (Inclusive of bank holidays)
• Private Medical Care
• Exclusive benefits, free advice and savings from a range of retailers and providers
• Electric Car Scheme
  
  

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Research, Analyst, and Information Technology

• Industries

  Wellness and Fitness Services

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