Ralph Lauren Customer Insight MI Analyst
Found in: Adzuna UK C2 - 1 week ago
Job Title: Customer Insight MI Analyst (Glasgow Based)
Salary : £12 to £13.5 per hour
Department: Ralph Lauren
Management Responsibility for: Ralph Lauren
Travel Required: No
Location: City Park – 100% B&M
Contract Type: Permanent
Job Summary / Overview
Be a strong advocate and ultimate champion for our customers. Analyse their voice and data to understand exactly what our customers need and identify opportunities to enhance their experience.
Required Skills
- +1 years’ experience in a MI analytical role - research, analyse and report on different trends
- +1 years' experience in a relevant retail role
- Comprehensive computer skills - including proficiency in Microsoft Office tools such as MS Word, PowerPoint, Excel, Outlook and other relevant software
- Strong knowledge of qualitative and quantitative research design - particularly in the translation of those insights into meaningful recommendations
- High levels of numeracy, accuracy and attention to detail
- A passion for our brand and understands retail and general consumer buying behaviour
- Customer centric mindset
Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document)
- Be responsible for customer insights from our customer feedback data - understand the drivers of customer dissatisfaction, identify areas of opportunity to drive improvement and track progress
- Continuously reduce contacts through analysis of top contact drivers
- Analyse data to identify trends, patterns and increase the level of insights
- Prepare and analyse internal and external reports with actionable solutions
- Create comprehensive executive summary reports based on your findings
- Deep dive into all survey responses to review customer sentiment
- Bring data sets together from around the business and analyse them to understand customers behaviours, needs and wants across the entire customer journey
- Contribute ideas for new projects and/or initiatives based on VOC, to drive customer satisfaction
- Using analysis, feedback into the relevant teams within Ralph Lauren & Teleperformance.
- Contribute to forecast data based on noticeable trends
Knowledge, Skills & Behaviour
- Analytical and quantitative skills, including ability to use data and metrics to back up assumptions and drive improvements
- Outstanding written English and oral communication skills, with the ability to inspire change management across the company
- Computer literate in all Microsoft packages with the ability to learn new skills
- Advance Excel knowledge
- Technical understanding of how to build surveys and their operations is desirable but not necessary
- The ability to plan work and meet tight deadlines
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