Ralph Lauren Insight Agent

Overview:
**Job Title**: Customer Insight Agent

**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.

**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 progress
- Continuously reduce contacts through analysis of top contact drivers
- Analyse data to identify trends, patterns and increase the level of insights
- Prepare and analyse internal and external reports with actionable solutions
- Create comprehensive executive summary reports based on your findings
- Deep dive into all survey responses to review customer sentiment
- Bring data sets together from around the business and analyse them to understand customers behaviours, needs and wants across the entire customer journey
- Contribute ideas for new projects and/or initiatives based on VOC, to drive customer satisfaction
- Using 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 improvements
- Outstanding written English and oral communication skills, with the ability to inspire change management across the company
- Computer literate in all Microsoft packages with the ability to learn new skills
- Advance Excel knowledge
- Technical understanding of how to build surveys and their operations is desirable but not necessary
- The ability to plan work and meet tight deadlines

**Required Skills**:

- +1 years’ experience in a similar role
- Strong knowledge of qualitative and quantitative research design, particularly in the translation of those insights into meaningful recommendations.
- High levels of numeracy, accuracy and attention to detail
- A passion for our brand and understands retail and general consumer buying behaviour
- Customer centric mindset

**Technical Skills**
- Comprehensive computer skills, including proficiency in Microsoft Office tools such as MS Word, PowerPoint, Excel, Outlook, and other relevant software