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 on a 12 months fixed term contract , 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.
The Role:
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.
Location:
This role is based in London (or Nuneaton), and is required to travel to our Nuneaton Hub (or London) and occasionally to any other location of H&B. We support flexibility and productivity of our employees by hybrid working arrangements with minimum 2 days presence in the offices.
The Person:
Key Requirements:
- 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.
What we offer:
Our Benefits for this role include, but not limited to:
- 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
We're passionate about helping every colleague thrive across all dimensions of wellbeing, and we're committed to having a diverse and inclusive workplace. In line with our EPIC values (Expertise, Pioneering, Inclusive, Caring), we embrace and actively celebrate all our colleagues' unique and varying experiences, backgrounds, identities and cultures - I am me, we are H&B.
,"Please note: As part of our commitment to protecting our customers and colleagues, all roles at H&B&Me require a Basic DBS (criminal record) check. This helps us maintain a safe, trustworthy environment for everyone we support."
Holland & Barrett does not accept unsolicited resumes from search firms/recruiters. Please do not forward resumes to our job alias, employees, or any other company location. Holland & Barrett is not and will not be responsible for any fees if a candidate submitted by a search firm/recruiter unless otherwise agreed with respect to specific open position(s).
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