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Senior Shopper Insights Executive
4 months ago
We’re Ocado Retail. We’re the people powering Ocado.com , the world’s largest online grocer, and Zoom by Ocado , our almost-as-fast-growing, same-day grocery service. As the world’s biggest and best online-only grocer, we work tirelessly to bring more of what matters to our customers: unbeatable range, fair value and effortless convenience.
We’re an exceptional and mighty bunch of colleagues who are inspired by our three awesome values: Always be curious , Bring your best self, and Challenge what's possible .
We have ambitious plans and vision to never stop making our customers' lives better, by delivering the supermarket of today, tomorrow.
Contract Type: FTC (until 31st May 2025)
Reports to: Ecommerce Shopper Insights Manager
Hours: Full Time (40 hours a week)
Location: Apollo Court, Hatfield
The Role/Profile
The Senior Shopper Insights Executive will be responsible for leading on strategic website & app projects and initiatives by understanding and optimising shopper journeys. They will use their strong stakeholder engagement and communication skills to establish strong relationships internally and externally to optimise and innovate the customer experience whilst driving business performance forwards.
They will be comfortable using insight and data to understand and recommend improved shopper journeys on Ocado.com and the Ocado app. We want to make the shopping experience for our customers as simple, smart and inspiring as possible. Working within the wider ecommerce team to help customers to easily find their weekly essentials as well as to discover their favourite new products from Ocado's vast and exciting range. This role is also responsible for one direct report.
Key Responsibilities
Supporting the Shopper Insights Manager, in developing an in-depth knowledge of customers and their shopping behaviours. Educating wider business on how customers shop to drive decision making across all customer touchpoints Driving the excellence of our on site customer journeys by leading on and identifying strategic opportunities for improvement across the business to drive better customer experiences whilst increasing conversion and sales. Working closely with the ecommerce Digital Development, Ocado Technology and external agencies to produce business cases for and supporting prioritisation of testing new features and technology to develop a leading customer experience. Keeping up to date with industry expertise, customer and market trends as well as our competitors. Building strong stakeholder relationships alongside seamless communication, working closely with all other departments and external stakeholders Reviewing and testing features and functionality delivery, ensuring they meet the requested scope and their performance demonstrates that it aligns to both customer and commercial needs. Developing ecommerce feature strategies, including best practices, processes and guidelines to support transition of features and functionality to BAU teams. Key Competencies: Planning & Organisation – Able to multitask, prioritise, create clear and realistic plans with strong attention to detail, and adapt in line with needs of the business and prioritising accordingly. Communication – Able to clearly communicate at all levels (both verbally and in writing) across the organisation and to our partners, recognising individual styles and adapting accordingly. Ensuring stakeholders are well informed. Problem solving - Able to identify and support in resolving complex issues that may arise, using data, insights and experience to determine the best solution. Considers the impact of decisions and recognises the need balances trade-offs between customer delight and commercial goals Data & Commercially driven - Bases decisions on solid rationale supported by data and insights. Results oriented - Proactive and focused on delivery of successful outcomes for the team and ORL. Bases decisions on solid rationale supported by data and insights, takes ownership of issues and decisions. Team working - Able to work cooperatively with a wide range of departments and specialists, tailoring the approach to effectively influence colleagues with other business priorities Customer focused – Displays inquisitiveness about customer motivations and human behaviour. Understands our customers, their behaviours and strives to deliver customer delight. Demonstrate Ocado Retail’s valuesKey skills
Experience in ecommerce, retail, FMCG or other growth businesses (minimum 2-3 years), ideally in a customer-centric and/or strategic function Strong analytical skills and confident working with data and insights, ideally with experience of using Insight tools such as Google Analytics, Contentsquare & Tableau Strong stakeholder engagement and communication skills Excellent planning and organisation skills. Experience of multitasking and managing multiple complex projects and deadlines Strong customer mindset Able to make smart, quick decisions under pressure 2.1 degree or above from a good university Good IT skills – Microsoft Office, Excel, PowerPoint What We Offer You
We want our colleagues to feel supported and secure here at Ocado Retail, which is why we have a great range of useful benefits for them to scoop up - and they’re now available to easily learn about using our new platform ‘Pick ‘n’ Mix’. Our flexible benefits range from tasty lifestyle discounts to trusty private medical insurance.
These benefits can also be customised so you can pick and choose to best suit your lifestyle.
Core Rewards
Annual bonus scheme - maximum opportunity dependent on the role 26 Days Annual Leave plus bank holidays Up to 7% matched pension contributions (e.g. 7% from you, 7% from us) 50% income protection 4x salary life insurance 15% Ocado.com discount 20% Marks and Spencer discount Company-paid private medical insurance for colleagues with the opportunity to add partners/children at corporate rates and Digital GP service Hybrid Working (2-3 days a week connecting, collaborating, and learning together with our colleagues)Health & Wellbeing
Private Medical Insurance Critical Illness DigiCare+ Healthcare Cashplan Health Assessment Dental Insurance Eyecare Vouchers Digital GP Mental HealthFlexible Benefits
Tax-efficient electric vehicle leasing scheme Access to a retail discount platform, providing discounts and cashbackOn-site at Apollo
Free onsite parking and free shuttle service from Hatfield station Regular socials, including Town Halls and Mixers & our ORL Summer Party ‘The Fig’ (serving breakfast, snacks, and lunch), coffee cart, as well as small kitchens (with unlimited refreshments and fresh fruit available every day) and vending machines on each floor. As part of our inclusive nature, help make change within the business and join any of our Networks
Travel to Apollo
We have free onsite parking at Apollo Court, as well as a free shuttle bus service that runs frequently from Hatfield Station - just remember to tell the driver ‘Apollo Court’ as the shuttle also drops at Ocado Group Head Office
Driving: Apollo Court, 2 Bishop Square, Hatfield Business Park, Hatfield, Hertfordshire, AL10 9NE
Train : Hatfield station is accessible from mainline routes from London Kings Cross, London St Pancras, or Moorgate.
A little bit more about us
Our business is a joint venture between Ocado Group and M&S. It’s a successful combination of award-winning customer service and unrivaled customer data; world-leading technology and logistics from Ocado Group, and unrivaled product development from M&S.
Equal Opportunity Employer
Ocado Retail Ltd is an equal opportunities employer and as such makes every effort to ensure that all potential employers are treated fairly and equally, regardless of their sex, sexual orientation, marital status
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