Boots

Closing date: 16 June 2025

Recruitment Partner: Matt Haywood - matt.haywood@boots.co.uk

About the role

We're recruiting for a an Insights Manager who has a passion to make sure the thoughts, feelings, experiences and voice of the customer are heard across all areas of our business. You'll bring commercial thinking, strategic insight, and the ability to inspire senior leaders with compelling and actionable stories that influence decision-making across the Boots UK and ROI businesses.

This role is a unique opportunity to work across a broad spectrum of strategic and tactical projects—from day-to-day delivery of insight to driving long-term customer understanding that fuels future growth. You'll lead and manage multiple insight workstreams including understanding the instore and digital customer experience and highlighting key opportunities to grow our business across multiple channels and categories. You'll also lead our customer listening initiatives, ensuring Boots keeps its finger on the pulse of what customers need and want.

You'll be part of a hard-working, fun, and supportive team with a strong focus on development. The wider BUK Insights team is committed to helping you grow both professionally and personally across consumer insight, analytics, leadership, and commercial impact.

Key responsibilities

This role is central to developing and embedding customer understanding across Boots UK and ROI. Your key responsibilities will include:

• Leading key strategic research partnerships, across multiple customer touchpoints and business units—including omnichannel customer understanding, drivers of store choice, and a comprehensive review of how our Christmas proposition lands with customers.
• Leading the Boots Voice of the Customer Programme to translate what customers are saying about their experience in our shops and online to provide actionable insights for our Exec, Commercial, Pharmacy and Retail Leadership teams.
• Developing and launching new agendas for customer listening and mystery shopping, bringing our business closer to customers and filling gaps in our existing understanding.
• Providing insight leadership for the General Merchandise category team—delivering key customer understanding and uncovering opportunities to strengthen and grow our business.
• Managing an experienced voice of the customer analyst, with a focus on driving high performance and clear development plans.
• Synthesising a broad range of insight sources—from ad-hoc qual/quant research to loyalty data, market data, and customer satisfaction—to drive commercial and strategic decision-making.
• Acting as a visible and trusted voice of the customer across the business—connecting insight to business priorities and driving action.

What we're looking for

• You're a strategic thinker with a proven track record of using insight to influence business decision-making.
• You love joining the dots—using a range of data and research sources to deliver a bigger-picture story that resonates across business units.
• You can build brilliant stakeholder relationships, from senior leaders to cross-functional partners and research agencies.
• You're commercially savvy—you know how to turn insight into value and make it matter to the bottom line.
• You're a natural storyteller, tailoring your communication to different audiences to make customer insight land with impact.
• You're confident across a range of research methodologies and have a strong desire to keep learning and innovating.
• You're of degree calibre with 5+ years' experience in a client-side, agency, consultancy, or insight-led role.

Our benefits

• Boots Retirement Savings Plan
• Discretionary annual bonus
• Generous employee discounts
• Enhanced maternity/paternity/adoption leave pay and gift card for anyone expecting or adopting a child
• Flexible benefits scheme including option to buy additional holiday, discounted gym membership, life assurance, activity passes and much more.
• Access to free, 24/7 counselling and support through TELUS Health, our Employee Assistance Programme.

We have a great range of benefits in addition to the above that offer flexibility to suit you - find out more at boots.jobs/rewards. Exclusions may apply, eligible roles only. Please note, any salary estimates given on third-party sites are not provided or endorsed by Boots and may not be accurate.

Why Boots

At Boots, we foster a working environment where consideration and inclusivity help everyone to be themselves and reach their full potential. We are proud to be an equal opportunity employer, passionate about embracing the diversity of our colleagues and providing a positive and inclusive working environment for all. As the heart of everything we do at Boots, with you, we change for the better.

What's next

Where a role is advertised as full-time, we are open to discussing part-time and job share options during the application process. If you require additional support as part of the application and interview process, we are happy to provide reasonable adjustments to help you to be at your best.

Boots is a Ban the Box employer and will consider the suitability of applicants with criminal convictions on a case-by-case basis.