If you’re excited by the idea of shaping how millions of people experience one of the UK’s most iconic brands, this is your chance to be right at the heart of it.
Join the award-winning Customer Insight team at Marks & Spencer, where you’ll play a hands-on role in understanding what customers think, feel and want, and help senior leaders act on it. This is a role with real visibility, responsibility, and the opportunity to make a genuine impact from day one, including contributing to work that reaches senior leadership and the CEO.
You’ll work on some of our highest-profile research programmes, including our groundbreaking Fashion Collective customer panel, delivering insight that directly influences creative, marketing, product strategy and customer experience across Fashion, Home & Beauty.
In this role, you’ll build a powerful hybrid skillset across quantitative and qualitative research, storytelling, brand tracking and communications, giving you a strong foundation to grow your career in Insight, Marketing, Brand, Digital or beyond. You’ll also be joining at an exciting time, as we redefine how customers experience M&S, with plenty of opportunity to develop, grow your career in Insight, and potentially also in Marketing and beyond!
To stay close to customers, our support teams are in the office three days a week as we believe that skills are developed through collaboration, and that spending time together makes us more creative and connected.
What’s in it for you
Here are some of the benefits we offer that make working for M&S just that little bit more special…
After completing your probationary period, you’ll receive 20% colleague discount across all M&S products and many of our third-party brands for you and a member of your household.
Competitive holiday entitlement with the potential to buy extra holiday days!
Discretionary bonus schemes awarded based on how you achieve your personal objectives and our performance as a business.
A generous Defined Contribution Pension Scheme and Life Assurance.
A dedicated welcome to our teams with a tailored induction and a wide range of training programmes to develop your skills.
Amazing perks and discounts via our M&S Choices portal to maximise your financial and personal wellbeing.
Industry-leading parental, adoption, and neonatal policies, providing support and flexibility for your family.
Access to a fantastic range of wellbeing support for all colleagues including access to our 24/7 Virtual GP and PAM Assist to support you and your family.
A charity volunteer day to support a charity or cause you're passionate about through a dedicated day away from work.
What you’ll do
Your key accountabilities will include
Lead the day-to-day management of both quantitative and qualitative research from our new Fashion Customer Panel, turning complex data into powerful, actionable stories.
Be the engine behind our BrandIndex tracking programme with YouGov, delivering reputation insights directly to senior leadership, marketing teams, and agency partners like Mindshare.
Manage regular reporting from our Voice of the Customer programme, helping us understand how customers feel at every step of their M&S journey.
Support ad hoc qualitative projects, including customer vox pops, to bring real voices into key business moments.
Own twice-yearly Style / Value / Quality perception trackers — read by a very senior audience.
Present insights confidently to Marketing teams and the wider FH&B organisation.
Who you are
Your skills and experience will include
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Has experience in market research or insight, especially with continuous tracking studies.
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Is comfortable working with quantitative tools and excited to build more qualitative skills.
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Is highly organised, proactive, and thrives when juggling multiple projects.
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Has strong PowerPoint and Excel skills, and the creativity to turn data into compelling narratives.
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Is a confident communicator who enjoys presenting and sharing a point of view.
Everyone’s welcome
We are ambitious about the future of retail. We’re disrupting, innovating, and leading the industry into a more conscientious, inspiring digital era. We’re transforming how we work together and offering our most exciting opportunities yet. Marks & Spencer strives to be an inclusive organisation, trusted, and admired by our colleagues, customers, and suppliers. Join us and make change happen.
We are committed to building diverse and representative teams, where everyone can bring their whole selves to work and be at their best. We support each other and work together to win together.
If you feel you'd benefit from any support or reasonable adjustments during any stage of the recruitment process, please don’t hesitate to let us know when completing your application. This information will be picked up by our team, so we can try and put steps in place to help you be at your best through this process.
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