Senior Cx Insight Executive
3 days ago
**About Matalan**: From humble beginnings to disruptive innovations in the retail industry, find out about how Matalan is ever-evolving here. We know as a team, we are stronger together - we champion equality for all and make lasting connections that go beyond work. We thrive off our inclusive culture, encouraging our colleagues to bring their true selves to work and contributing to collective creativity, open-mindedness and growth. **About the role**: Matalan is on a mission to be the number one choice for our customers, and we’re looking for a talented CX Insight Executive to help us make that happen. If you’re passionate about driving customer-focused culture, analysing customer feedback, and delivering actionable insights that impact the business, we’d love to hear from you As the CX Insight Executive, you’ll play a key role in championing the voice of our customers across the business. You’ll be hands-on with our omnichannel Customer Experience (CX) program, sharing insights that support our teams in making customer-centred decisions. If you’re someone who loves diving into data, building relationships, and influencing change, this role is for you. **Key Responsibilities** - Champion a customer-first mindset by surfacing genuine customer experiences to support our values, "Think Customer" and "Be Real." - Deliver regular CX reports to key stakeholders, including trading, retail, online operations, marketing, and visual merchandising. - Analyze CX metrics, online reviews, and social media feedback to identify actionable insights. - Gather real-time customer feedback using surveys, video, and audio tools. - Manage ad-hoc reporting requests, ensuring thorough and timely responses. - Set up monitoring tools on key themes and provide regular reporting. - Conduct sentiment analysis on customer comments and unstructured feedback. - Design and update customer experience surveys to meet business needs. - Innovate ways to bring CX insights to life, keeping the customer top-of-mind across the company. - Serve as the primary contact for our CX partners, including Medallia, Higher Oak, Sprinklr, Trustpilot, and Google Reviews. - Support and coach internal teams in understanding and using CX data effectively. - Enable stakeholders to self-serve on the Medallia platform, becoming a trusted advisor on CX best practices. - Collaborate with insight and data colleagues to integrate CX insights into our broader business strategies. - Stay up-to-date with the latest trends in CX management. **About You**: - Demonstrated experience analyzing large data sets to draw impactful insights and support business decision-making. - Experience working with CX providers, ideally with expertise in Medallia. - Advanced proficiency in Excel and PowerPoint. - Skilled in storytelling and presenting customer insights in ways that resonate with diverse audiences. - Credibility and trustworthiness across various stakeholder groups. - 1+ years in a fast-paced, deliverables-driven environment—experience in consumer retail is ideal. - Background in retail operations is a plus. **Benefits**: In addition to competitive salaries, we also offer the below core benefits: - 20% staff discount, which increases with length of service - Thrive Recognition Scheme - Wellbeing support provided by the Retail Trust - Life Assurance - Retail Rewards platform offering discounts for other retailers - Pension Scheme - Access to a wide range of career development
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