Customer Experience Performance Leader

1 week ago


Nuneaton, United Kingdom Holland & Barrett Full time

Job Type: Permanent
Location: Hybrid Working with 2 days a week in Nuneaton
Hours: 37.5hrs

**Salary**: £Industry Competitive
- It's a really exciting time to be at Holland & Barrett. We are investing across all areas of our business with a vision of empowering our customers to live happier, healthier lives. Our mission is to be the leading player in global wellness chosen by millions as their trusted partner for personalised wellness journeys. To achieve this goal, we are embarking on a radical transformation. We are recruiting top talent in all areas of our business, from Finance to Digital Marketing, from HR to IT, as well as new functions around Health and Wellness.

**The Role**

**The Purpose of the Role**:
**Key Responsibilities**:
The MI Business Analyst analyses customer interaction data to identify patterns, contact reasons, and behaviours. They develop reports and dashboards to provide insights and communicate findings to stakeholders.

The role involves using AI tools to automate analysis, uncover trends, and deliver predictive insights. Collaborating with cross-functional teams, they identify opportunities to enhance the customer journey and reduce unnecessary contact.

They present data-driven recommendations to senior management, monitor the impact of implemented changes, and refine strategies based on performance metrics. Staying informed on AI and data analytics advancements ensures the integration of innovative solutions.

The role also involves ensuring data accuracy, compliance, and security, providing real-time support with weekend shift rotation, leading internal meetings, producing reports, and collaborating across business units to drive financial control and efficiency.

**The Person**

**Key Requirements**:

- Proven experience as a Business Analyst, Data Analyst, or a similar role with a focus on customer insights.
- Proficiency in data visualisation tools such as Tableau, Metabase, Power BI, or similar
- Advanced skills in SQL for data extraction and manipulation.
- Hands-on experience with AI tools and technologies such as Python, R, TensorFlow, or machine learning frameworks.
- Strong understanding of statistical methods and predictive modelling techniques
- Familiarity with CRM systems and customer contact platforms specifically Zendesk, Calibrio and CX Engage.
- Excellent communication and presentation skills, with the ability to translate complex data into actionable insights.
- Demonstrable experience in managing and analysing large datasets to derive business recommendations.
- Knowledge of GDPR and other relevant data protection regulations.

**What we offer**

**Our Benefits** for this role include, but not limited to:

- H&B Employee Discount - 25%
- Pension company contribution
- Exclusive benefits, free advice and savings from a range of retailers and providers
- And many more
- We're passionate about helping every colleague thrive across all dimensions of wellbeing, and we're committed to having a diverse and inclusive workplace. In line with our EPIC values (Expertise, Pioneering, Inclusive, Caring), we embrace and actively celebrate all our colleagues' unique and varying experiences, backgrounds, identities and cultures - I am me, we are H&B._**Division**:
UK&I

**City**:
Nuneaton

**Country**:
UK

**Job Type**:
Full Time

**Number of Hours**:
37.5

**Contract Type**:
Permanent

**Closing Date**:
24 February 2025



  • Nuneaton, United Kingdom Unipart Logistics Full time

    Job Advert **Customer Service Team Leader** **Nuneaton** **Salary**: £30,000, plus 30 days holiday, pension, bonus, life assurance, employee assistance programme, wellbeing support, and flexible benefits scheme **About the role** Relationships mean everything to us, this one is particularly special, and you’ll have an important part to play leading a...


  • Nuneaton, United Kingdom Area 7 - Callee Sudat Full time

    A leading fast-food restaurant chain in Nuneaton seeks a Restaurant General Manager to oversee daily operations and lead a high-performing team. Responsibilities include driving performance, maintaining standards, and creating exceptional guest experiences. The ideal candidate has management experience, strong team-building skills, and a commitment to...


  • Nuneaton, United Kingdom Area 7 - Callee Sudat Full time £150 - £200

    A leading fast-food restaurant chain in Nuneaton seeks a Restaurant General Manager to oversee daily operations and lead a high-performing team.Read on to fully understand what this job requires in terms of skills and experience If you are a good match, make an application.Responsibilities include driving performance, maintaining standards, and creating...

  • Team Leader

    1 week ago


    Nuneaton, United Kingdom Card Factory Full time

    Job Introduction **Location:Nuneaton** **Contracted Hours Available:9** Main Responsibilities We are passionate about celebrating our customers’ life moments and are now looking for a Team Leader to join our very successful Card Factory family to help fulfil this. With a real focus on customer experience and operational excellence, our Team Leaders...


  • Nuneaton, United Kingdom Loaf Full time

    A leading furniture and homewares brand in Nuneaton is seeking a dedicated Customer Service Representative to assist customers with queries regarding orders and product issues. Candidates should have experience in customer service, preferably in a retail environment, and demonstrate excellent communication skills along with an ability to multitask. The role...

  • Team Leader

    3 weeks ago


    Nuneaton, United Kingdom Heart of England Cooperative Society Careers Full time

    We are looking for a Team Leader! Heart of England Cooperative Society are looking for a Team Leader to join our growing team in our Galley Common**, Nuneaton** Convenience Food Store on a permanent, part-time contract for 16 hours per week.About You As a Team Leader within the Society, you will step up into a position of responsibility, supporting in the...


  • Nuneaton, United Kingdom Triton Showers Full time

    A leading shower manufacturer in Nuneaton is seeking a motivated Customer Experience Telephone Advisor. The role demands exceptional customer service and sales skills to assist customers with their service and spare parts requests. Candidates will handle inbound calls, emails, and live chats while meeting department KPIs. This office-based position offers...

  • Team Leader

    7 days ago


    Nuneaton, United Kingdom The Perfume Shop Full time

    Here at The Perfume Shop, people are at the heart of everything we do. We are always on the lookout for individuals with Talent, a Passion for what we do and a Spark to help achieve our vision. **The Role** Are you passionate about perfume, and love people? Do you want to be part of a supportive team, and thrive in a fast-paced environment? Everyday our...


  • Nuneaton, United Kingdom Loaf Full time

    A leading premium furniture brand in Nuneaton is looking for a customer service representative to assist customers with queries via telephone, email, and live chat. This role requires strong communication skills, a patient approach, and the ability to multitask in a fast-paced environment. The company offers a fantastic benefits package including 25 days...

  • Nursery Room Leader

    1 week ago


    nuneaton, United Kingdom Zero2Five Full time

    Room Leader Zero2Five are proud to be partnering with a well-established nursery& Pre-school setting in Bramcote, Nuneaton who are looking for an experienced Level 3 Qualified Room Leader to join their passionate team. Whether you are an experienced Level 3 nursery practitioner or a room leader, you could be considered for this position! Key Responsibilities...