Ralph Lauren Customer Insight MI Analyst

Found in: beBee S GB - 2 weeks ago

Glasgow, United Kingdom Teleperformance Full time

 

Job Title: Customer Insight MI Analyst (Glasgow Based)

Salary : £12 to £13.5 per hour

Department: Ralph Lauren

Management Responsibility for: Ralph Lauren

Travel Required: No

Location: City Park – 100% B&M

Contract Type: Permanent

 

 

Job Summary / Overview

 

Be a strong advocate and ultimate champion for our customers. Analyse their voice and data to understand exactly what our customers need and identify opportunities to enhance their experience.

 

Required Skills

+1 years’ experience in a MI analytical role - research, analyse and report on different trends+1 years' experience in a relevant retail roleComprehensive computer skills - including proficiency in Microsoft Office tools such as MS Word, PowerPoint, Excel, Outlook and other relevant softwareStrong knowledge of qualitative and quantitative research design - particularly in the translation of those insights into meaningful recommendationsHigh levels of numeracy, accuracy and attention to detailA passion for our brand and understands retail and general consumer buying behaviourCustomer centric mindset

 

Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document)

 

Be responsible for customer insights from our customer feedback data - understand the drivers of customer dissatisfaction, identify areas of opportunity to drive improvement and track progressContinuously reduce contacts through analysis of top contact driversAnalyse data to identify trends, patterns and increase the level of insightsPrepare and analyse internal and external reports with actionable solutionsCreate comprehensive executive summary reports based on your findingsDeep dive into all survey responses to review customer sentimentBring data sets together from around the business and analyse them to understand customers behaviours, needs and wants across the entire customer journeyContribute ideas for new projects and/or initiatives based on VOC, to drive customer satisfactionUsing analysis, feedback into the relevant teams within Ralph Lauren & Teleperformance.Contribute to forecast data based on noticeable trends

 

Knowledge, Skills & Behaviour

 

Analytical and quantitative skills, including ability to use data and metrics to back up assumptions and drive improvementsOutstanding written English and oral communication skills, with the ability to inspire change management across the companyComputer literate in all Microsoft packages with the ability to learn new skillsAdvance Excel knowledgeTechnical understanding of how to build surveys and their operations is desirable but not necessaryThe ability to plan work and meet tight deadlines

 

 

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