Operational Insight Lead

2 weeks ago


Leeds, United Kingdom ASDA Full time

Job Advert

**J**ob Purpose**

Are you passionate about making a difference to our customers? Do you want the opportunity to innovate and influence the transformation of customer support at Asda? Do you have a background in interpreting data and providing clear, actionable insight to aide decision making and drive change?

In this role you will be part of our Analytics & Decision Services team and partner closely with our Omnichannel Customer Support team, helping to improve and transform the experience of ASDA customers who need support across all our services.

You will see the support services that we provide through the eyes of our customers, understanding and interpreting a variety of customer data to identify areas of opportunity or strength. You will share relevant insights with the customer support team and the wider business to aide decision making and drive improvements in our customers' experience. You will lead and implement change that helps us to better understand our customers and transform our support services.

**K**ey Accountabilities**
- Support the Operational Excellence Manager in identifying insights for the ASDA business that will drive action and increased value for our customers
- Proactively identify and understand key customer and business problems and explore opportunities to improve
- Analyse customer journey data, complaints, and satisfaction metrics in order to identify improvement opportunities across customer support journeys.
- Develop relationships with stakeholders to identify customer change opportunities.
- Own and develop our customer satisfaction survey, including ownership of supplier relationship.
- Lead sustainable process change across the business, providing end to end process analysis and assisting in the prioritising and implementing changes
- Lead and support delivery of change activity through tracking of success measures and performance
- Convert and share complex information and insights in a simple and concise way

**How you will do it?**

**Knowledge**:
Basic understanding of our Asda customer and service management fundamentals

**Communicating and influencing**:
Collaborative working & managing stakeholder relationships

**Freedom to Think and Act**:
Proactive thinking and informing the strategic direction

**Skillsets required**

**Essential**

**Desirable**
- Strong analytical skills with the ability to identify and share opportunities from data
- Experience and flair for continuous improvement, project management, change activity


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