Senior Customer Insight Manager page is loaded

Senior Customer Insight Manager

Stylish, grounded, uplifting – these values live through everything we do at Boden. Without the collaboration, honesty and friendship between our teams, we wouldn’t be where we are today. We curate a world of beauty that’s ethical, inclusive – and importantly – good fun. We inspire you to live your best life. We are Boden.

Overview

As Senior Manager of Customer Insights at Boden, you’ll play a pivotal role in ensuring the customer’s voice informs every decision we make—from shaping seasonal ranges to evolving our brand positioning and driving business strategy
You’ll work closely with cross-functional teams in Marketing, Product, Creative, UX, Brand and Digital, helping them stay deeply connected to who our customer is, what she values, and how she shops.

This role is ideal for someone who’s passionate about uncovering actionable insights from both numbers and narratives. You’ll lead quant and qual research projects end-to-end, manage and evolve our tracking studies, and distil insights into clear, compelling stories that inspire action. You’ll manage and support one junior team member, as well as agency partners, helping to embed customer-centric thinking across the business.

Location: 3 days per week based at our North Acton Office & 2 days WFH

What You Will Do:

• Plan, manage and deliver end-to-end research projects—both qualitative and quantitative—to inform strategic and tactical decisions across the business

• Manage brand and customer tracking studies, (like Brand Awareness & First Insight) ensuring they evolve in line with business needs.

• Write, programme and deploy online surveys and other quant/qual research tasks.

• Manage an online customer community across three markets

• Analyse & synthesise insights from multiple sources (e.g. surveys, focus groups, internal data, external trends) into simple, actionable recommendations.

• Collaborate with teams across Marketing, Digital, UX, Creative and Product to ensure insights are used to guide planning and execution.

• Have confidence and experience presenting your findings to C-suite stakeholders and large, company-wide audiences.

• Present findings in a clear, engaging way—tailoring messages for different audiences and regularly sharing insights at senior level.

• Support the development of junior team members and contribute to a high-performing, supportive team culture.

• Moderate regular qualitative sessions (focus groups, wardrobe visits, in-home interviews).

• Help bring the customer to life internally, supporting initiatives that deepen understanding of her mindset, lifestyle, needs and behaviour

• Work with external agencies and research suppliers, ensuring high-quality outputs and value for investment.

• Travel occasionally for fieldwork or team collaboration (UK, US or Germany.

What We Are Looking For

• Strong experience in customer insight, consumer research or strategy roles

• Strong grounding in both qualitative and quantitative methods, including survey design and analysis.

• Strong experience in moderating customer focus groups.

• Comfortable leading research end-to-end: from scoping to analysis to storytelling and presentation.

• Experience in an in-house insights role or at an agency, ideally within retail, fashion, or lifestyle sectors.

• Strong communication skills and ability to build relationships with senior stakeholders.

• Confident presenting to groups and simplifying complex data into key takeaways.

• Hands-on experience with research tools (Alida) a plus

• Experience working across international markets (especially UK, US, or Germany) is a bonus.

What We Offer

• Competitive salary & targeted annual bonus scheme.

• Generous Boden clothing allowance!

• 30% discount on all current clothing ranges.

• 25 days Holiday annually, plus Bank Holidays.

• Online Portal with an array of discounts on retail & entertainment.

• Virtual GP Service for you and your household!

• Free onsite parking and subsidised café.

We want Boden to be the place everyone wants to work. Friendly, open and tolerant. A best-of-British company with diverse teams, equal opportunities, and fair working and recruitment practices. We believe in hiring the best person for the job whoever they are, helping them thrive in it and celebrating their individuality.

We would like to encourage people from a diverse range of backgrounds to apply for our roles. If you need any reasonable adjustments or additional support during your application process, please do not hesitate to let us know.

About Us

Stylish, Grounded, Uplifting

These values live through everything we do at Boden. Without the collaboration, honesty and friendship between our teams, we wouldn’t be where we are today.

We curate a world of beauty that’s ethical, inclusive – and importantly – good fun.