Customer Insights Executive

Are you curious, analytical, and driven by the challenge of turning raw data into actionable strategies that deliver real business impact? At PizzaExpress, we’re building a sharper, faster, data driven marketing function and we’re looking for a Customer Insights Executive who can help us get there.

Reporting directly to the Head of CRM and Loyalty, you’ll play a vital role in helping the business achieve its KPIs by delivering high-quality analysis, actionable recommendations and a deeper understanding of our customers. You’ll also work closely with the Head of Performance Marketing and the Brand Managers, ensuring that insight directly shapes campaigns, communications, local marketing and partnership activity.

From tracking brand health, building out and informing customer segments, to uncovering trends in satisfaction and loyalty, you’ll provide the intelligence that informs our marketing and partnership strategies.

What You’ll Do:

• Monitor and report on key brand health metrics (NPS, awareness, consideration, loyalty) and flag opportunities or risks.
• Deliver regular customer segmentation updates, identifying high-value audiences and growth opportunities.
• Own the day-to-day reporting and analysis of our customer satisfaction programmes, including HDWD,
• Online review data (Google, TripAdvisor) and in-restaurant feedback.
• Provide weekly and periodic insight reporting including periodic board KPIs, periodic customer slides and weekly trade slides
• Translate complex data into clear, actionable insights for stakeholders, ensuring recommendations link directly to KPIs.
• Partner closely with the Head of CRM and Loyalty, Head of Performance Marketing and the Brand Managers to integrate insight into developing day to day marketing activities.
• Maintain insight dashboards and reporting libraries to ensure the business has quick access to reliable data.
• Lead user on insight tool such as Vypr, Brainsuite.
• Insight budget management (purchase order / invoice).

What You’ll Need:

• 1–3 years’ experience in a customer insights or marketing analytics.
• Strong data analysis skills with the ability to distil large datasets into simple, actionable recommendations.
• Familiarity with survey tools (Vypr, Survey Monkey, Yougov), CRM systems (Mapp), and analytics platforms (e.g., Google Analytics, Power BI, Tableau).
• Excellent communication skills, with the ability to present findings clearly to both technical and non-technical audiences.
• A collaborative and proactive approach, comfortable working across teams and projects.
• Strong organisational skills and attention to detail.
• Commercially aware and curious about customer behaviour.

Who We Are:

Where those who love pizza can be their true self. We’ve been around since 1965, bringing pizza to the UK and growing into a multichannel, international brand. At PizzaExpress, we believe you should always be able to express yourself.

Our values and culture are made up of three key parts: use your head, show your heart and create a home. For us, this shows up as:

• Head - were customer centric, commercially driven and obsessed by performance in all we do
• Heart - we show our heart, are honest and vulnerable with our teams and lead everything through our people
• Home - we create a home, where everyone has a place at our marble table and you can truly express yourself everyday

Inclusivity and respect are at the heart of our business and are valued by our teams, customers, and suppliers. PizzaExpress and Milano is a place where everyone is welcome, and everyone belongs. That’s why we assess each application on the aptitude to do the job and nothing else.