Omnichannel Customer Experience Specialist

2 weeks ago

London, Greater London, United Kingdom Marks & Spencer Plc Full time

About the Opportunity

Marks & Spencer Plc is seeking a highly skilled Customer Insight & Reporting Analytics Manager to join our team. As a key member of our International business, you will play a critical role in shaping our customer experience strategy.

Key Responsibilities:

  • Develop and evolve our Customer Experience measurement framework to help us understand our customers' experiences in the markets we operate.
  • Deliver impactful customer insight reporting that provides timely, accurate data and insight across different markets from an omnichannel perspective.
  • Gather data through multiple customer touchpoints/CX measures to identify trends and provide insights to assist key stakeholders.
  • Build and roll out a customer focus group in key strategic markets to deep dive into understanding key issues and share findings with key stakeholders.

About You

We are committed to building diverse and representative teams where everyone can bring their whole selves to work and be at their best. This role requires a highly analytical individual with excellent communication skills who can analyze customer feedback, surveys, and data to identify customer pain points and different ways to improve the customer experience.

What We Offer:

  • A competitive salary of £58,000 - £68,000 per annum, depending on experience.
  • 20% colleague discount across all M&S products and many third-party brands for you and a member of your household after completing your probationary period.
  • 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 maximize 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.

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