Summary
At M&S, customers contact us over 7 million times per year to enquire about our stores, policies and products. To ensure we offer the best possible service, we need great reports created by colleagues who love to find insights and help us identify areas of success and opportunities to improve.
Based at our Chester Support Centre, we're looking for a Customer Insight Analyst to join our team and help us get even closer to what our customers are telling us.
What's in it for you
Being a part of M&S is exactly that - playing your part to bring the magic of M&S to our customers every day. We're an inclusive, dynamic, exciting, and ever-evolving business built on doing the right thing and bringing exceptional quality, value, service to every customer, whenever, wherever and however they want to shop with us.
Here are some of the benefits we offer that make working for M&S just that little bit more special:
20% colleague discount across all M&S products and many of our third-party brands for you and a member of your household.
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 maximise 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.
A charity volunteer day to support a charity or cause you're passionate about through a dedicated day away from work.
What you'll do
The Insights & Reporting Analyst would join an established team based at our Chester Support Centre to take on the following responsibilities:
Data Insight Discovery:
Gather and analyse data from a variety of sources including Voice, Chat, Email, Social Media and Customer Surveys. Root Cause Analysis:
Utilise hands-on operational knowledge within Food / Clothing Retail to detect themes and uncover problems and their root causes. Present Operational Insights:
Deliver factual, actionable and business-focused data to key business units across M&S with thought-provoking insights to drive change. Routine Reporting:
Create daily, weekly, and monthly reports to keep stakeholders up to date about the performance of the contact centre and other M&S products and services. Develop Powerful Management Information:
Collaborate with the BI team and combine multiple sources to create professional reports that meet core business needs. Continuous Improvement:
Identify opportunities to enhance the overall effectiveness of the team through knowledge sharing, process improvement and automation. What you'll need Retail Industry Knowledge and Customer Focus:
Is passionate about improving customer journeys and having an interest or experience working in Retail would be an advantage. Communication and Leadership:
Can clearly explain complicated ideas in simple terms and is comfortable presenting to colleagues across the business. Aspires to lead teams of analysts to deliver transformative change. Data Analysis and Reporting Experience:
Create easy-to-understand visualisations from large, complex datasets to derive deep insights. Problem-Solving:
Has the ability to quickly learn new subjects and work with varied information sources to derive recommendations. Innovation & Collaboration:
Be able to spot inefficiency, put forward suggestions and make change happen through technical skill and persuasive communication (verbal and written). Able to foster collaborative working relationships with a wide range of stakeholders. Deadline Management:
Be able to work under pressure, managing tasks effectively to meet tight deadlines. Everyone's welcome We are ambitious about the future of retail. We're disrupting, innovating and leading the industry into a more conscientious, inspiring digital era. We're transforming how we work together and offering our most exciting opportunities yet. Marks & Spencer strives to be an inclusive organisation, trusted and admired by our colleagues, customers and suppliers. Join us and make change happen. We are committed to building diverse and representative teams, where everyone can bring their whole selves to work and be at their best. We support each other and work together to win together. If you feel you'd benefit from any support or reasonable adjustments during any stage of the recruitment process, please don't hesitate to let us know when completing your application. This information will be picked up by our team, so we can try and put steps in place to help you be at your best through this process.
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Gather and analyse data from a variety of sources including Voice, Chat, Email, Social Media and Customer Surveys. Root Cause Analysis:
Utilise hands-on operational knowledge within Food / Clothing Retail to detect themes and uncover problems and their root causes. Present Operational Insights:
Deliver factual, actionable and business-focused data to key business units across M&S with thought-provoking insights to drive change. Routine Reporting:
Create daily, weekly, and monthly reports to keep stakeholders up to date about the performance of the contact centre and other M&S products and services. Develop Powerful Management Information:
Collaborate with the BI team and combine multiple sources to create professional reports that meet core business needs. Continuous Improvement:
Identify opportunities to enhance the overall effectiveness of the team through knowledge sharing, process improvement and automation. What you'll need Retail Industry Knowledge and Customer Focus:
Is passionate about improving customer journeys and having an interest or experience working in Retail would be an advantage. Communication and Leadership:
Can clearly explain complicated ideas in simple terms and is comfortable presenting to colleagues across the business. Aspires to lead teams of analysts to deliver transformative change. Data Analysis and Reporting Experience:
Create easy-to-understand visualisations from large, complex datasets to derive deep insights. Problem-Solving:
Has the ability to quickly learn new subjects and work with varied information sources to derive recommendations. Innovation & Collaboration:
Be able to spot inefficiency, put forward suggestions and make change happen through technical skill and persuasive communication (verbal and written). Able to foster collaborative working relationships with a wide range of stakeholders. Deadline Management:
Be able to work under pressure, managing tasks effectively to meet tight deadlines. Everyone's welcome We are ambitious about the future of retail. We're disrupting, innovating and leading the industry into a more conscientious, inspiring digital era. We're transforming how we work together and offering our most exciting opportunities yet. Marks & Spencer strives to be an inclusive organisation, trusted and admired by our colleagues, customers and suppliers. Join us and make change happen. We are committed to building diverse and representative teams, where everyone can bring their whole selves to work and be at their best. We support each other and work together to win together. If you feel you'd benefit from any support or reasonable adjustments during any stage of the recruitment process, please don't hesitate to let us know when completing your application. This information will be picked up by our team, so we can try and put steps in place to help you be at your best through this process.
#J-18808-Ljbffr
