Insights Analyst

**CX Insights Analyst**

**Hybrid**

**Permanent**

**Competitive Salary and Benefits Dependent on Experience**

DS Smith are a global leader in sustainable packaging and are building a revolutionary CX team for which they are looking for a Insights Analyst to completely redefine how they manage they interact and engage with customers throughout their end-to-end journey.Your role is to tell the CX team where to start digging for the gold at the intersection of customer insights and business strategy. Combining customer satisfaction data with operational data to understand what we're doing wrong or right. And combining thatwith customer spending data, to identify the business performance impact of this pain point or strength in order to understand where the biggest business opportunities lie. You will proactively collaborate senior stakeholders to help them cease strategic opportunities.This role would be perfect for someone with experience of generating actionable insights within a CX environment.

You will be joining the team tasked with designing, developing and delivering customer experiences that will redefine packaging for a changing world. They are FTSE 100 leading provider of sustainable packaging solutions worldwide, operating in more than30 different countries and employing over 30,000 people. DS Smith has several programmes that will be delivered over the next 3+ years to support an ambitious agenda and CX global strategy will be at the centre of delivering regional benefits for the business.You will be a part of defining the global CX strategy for the business and be hands-on in implementing this in overseas customer markets.

**What will you be doing?**
- Use data analytics and data science to generate insights on how CX changes will affect the end-to-end journey of customers, as well as different departments within the business.
- You will be responsible for the Voice of Customer program, judging how and what data to capture in terms of customer satisfaction, and visualization of the insights coming from this.
- Create advanced predictive analytics, to ensure the successful delivery of new CX projects by understanding how customers will react. Use this to judge ROI on CX investments
- Create easily accessible dashboards to help decision making by a wide range of business stakeholders.
- Help to define the global CX strategy of the business, and work with international stakeholders to understand local challenges and opportunities to grow. Communicate effectively with colleagues to implement CX strategy consistently across the global business.

**What are we looking for?**
- BSc/MSc or relevant work experience in Data Science, Computer Science, Information Systems, Business Administration or Analytics related field.
- Experience in customer experience research?ideally with CX platforms and VoC programs.
- Extensive experience with data triangulation, analytics, predictive modelling, AI powered.
- Hands on experience with business reporting tools like Cognos, PowerBI and Tableau.
- A highly capable communicator, that can present CX insights in a way that is easily understood to a wide audience and creates buy-in for initiatives.

**Company Values**

DS Smith has around 30,000 talented individuals working across three Continents - from China to North America - and they are growing every day. Together they are working to build a more sustainable world. To make that possible, they are creating a cultureof inclusion, where everyone is respected and valued - and where everyone has a voice and can thrive.

Sustainability sits at the heart of DS Smith's business model and is core to their Purpose of 'Redefining Packaging for a Changing World'. They are already keeping valuable resources in use, designing waste out of customer supply chains and protecting naturalresources too.

Their aim is simple: to make the packaging industry more sustainable. They believe corrugated packaging is a sustainable alternative to problem plastics, and their entire business is built on the circular model.