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For Companies At a Glance
- Tasks: Analyse customer feedback and performance metrics to enhance service quality.
- Company: Join Burberry, a leading luxury brand committed to creativity and sustainability since 1856.
- Benefits: Enjoy a full-time role with flexible office days and opportunities for professional growth.
- Why this job: Be part of a values-driven team that champions customer experience and drives industry change.
- Qualifications: Experience in customer experience or quality analysis, preferably in the luxury sector.
- Other info: This role is based in London, with a focus on collaboration and innovation.
The predicted salary is between 36000 - 60000 £ per year.
At Burberry, we believe creativity opens spaces. Our purpose is to unlock the power of imagination to push boundaries and open new possibilities for our people, our customers and our communities. This is the core belief that has guided Burberry since it was founded in 1856 and is central to how we operate as a company today. We aim to provide an environment for creative minds from different backgrounds to thrive, bringing a wide range of skills and experiences to everything we do. As a purposeful, values-driven brand, we are committed to being a force for good in the world as well, creating the next generation of sustainable luxury for customers, driving industry change and championing our communities.
JOB PURPOSE
As a Quality & Experience Analyst at Burberry, you will support the execution of our customer experience strategy by analysing and reporting on key performance metrics and service quality standards. Your role will be crucial in identifying insights from customer feedback, ensuring continuous improvements, and helping maintain the high standards of service expected from the Burberry brand. Through collaboration with cross-functional teams, you will assist in driving the effective use of technology and tools to enhance the customer journey, ensuring that every interaction contributes to a seamless, personalised, and elevated experience. This Quality & Experience Analyst role is offered on a full time, permanent basis and will be based in our Horseferry House, London office for 3/4 days per week.
RESPONSIBILITIES
- Delivery of reporting, insights and dashboards across key metrics, including KPIs, NPS and CSAT.
- Sharing insights with regional stakeholders and providing training to ensure teams are equipped to deliver outstanding customer service.
- Supporting and assisting the execution of the Customer Experience Strategy, enhancing customer touchpoints, supporting clientelling practices, and reporting on key initiatives, KPIs and metrics.
- Championing Customer Service Quality, helping to drive the success of the Customer Service Quality Scheme through regular performance reviews, regional alignment meetings, and coaching.
- Supporting team leaders and consultants in delivering service excellence.
- Managing the Omnichannel NPS Programme, overseeing daily operations of NPS and ECE programmes via Qualtrics.
- Promote a strong NPS culture across regions through training and collaboration with Customer Experience teams.
- Enhancing tools and technology, collaborating with Data Science, Digital, and Client Engagement teams to improve tools that empower service agents.
- Support the integration of digital clienteling into daily operations and foster collaboration between Customer Service and Digital to support roadmapping.
- Keeping informed on industry trends to keep Burberry's customer experience strategy ahead of the curve.
PERSONAL PROFILE
- Experience in Customer Experience, quality analysis, or a related field ideally, within the luxury sector.
- Strong analytical skills, with the ability to collect, analyse and interpret data to inform actionable insights.
- Proficiency with customer feedback platforms and CRM systems (e.g. Qualtrics, C4C, Salesforce).
- Detail-oriented with a focus on ensuring consistency and high standards in customer service quality.
- Strong communication skills, with the ability to prepare clear reports and collaborate effectively with cross-functional teams.
- Ability to support multiple projects, prioritise tasks, and deliver results within deadlines.
- Passion for customer service excellence and luxury experience.
Burberry is an Equal Opportunities Employer and as such, treats all applications equally and recruits purely on the basis of skills and experience.
Burberry Quality & Experience Analyst employer: Burberry
Contact Detail:
Burberry Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Burberry Quality & Experience Analyst
✨Tip Number 1
Familiarise yourself with Burberry's brand values and customer experience strategy. Understanding their commitment to creativity and sustainability will help you align your insights and suggestions with their core beliefs during interviews.
✨Tip Number 2
Showcase your analytical skills by preparing examples of how you've used data to drive improvements in customer experience. Be ready to discuss specific metrics you've worked with, such as NPS or CSAT, and the impact of your findings.
✨Tip Number 3
Network with current or former Burberry employees on platforms like LinkedIn. Engaging with them can provide valuable insights into the company culture and expectations, which can be beneficial for your interview preparation.
✨Tip Number 4
Stay updated on the latest trends in customer experience within the luxury sector. Being knowledgeable about industry innovations will demonstrate your passion for the role and your commitment to keeping Burberry ahead of the curve.
We think you need these skills to ace Burberry Quality & Experience Analyst
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the Quality & Experience Analyst position at Burberry. Tailor your application to highlight relevant experience in customer experience and quality analysis.
Highlight Relevant Skills: Emphasise your analytical skills and experience with customer feedback platforms like Qualtrics or Salesforce. Provide specific examples of how you've used data to drive insights and improve customer service quality in previous roles.
Craft a Compelling Cover Letter: Write a cover letter that reflects your passion for customer service excellence and luxury experiences. Discuss how your values align with Burberry's commitment to creativity and sustainability, and explain why you're excited about this opportunity.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any errors or inconsistencies. A polished application demonstrates attention to detail, which is crucial for the role you're applying for.
How to prepare for a job interview at Burberry
✨Understand Burberry's Values
Before the interview, take some time to research Burberry's core beliefs and values. Familiarise yourself with their commitment to creativity, sustainability, and community. This will help you align your answers with what the company stands for and demonstrate your genuine interest in their mission.
✨Showcase Your Analytical Skills
As a Quality & Experience Analyst, strong analytical skills are crucial. Be prepared to discuss specific examples of how you've used data to drive insights and improvements in customer experience. Highlight any relevant tools or platforms you've worked with, such as Qualtrics or Salesforce.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities and customer service mindset. Think of situations where you've had to handle customer feedback or improve service quality. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
✨Emphasise Collaboration Skills
Collaboration is key in this role, so be ready to discuss your experience working with cross-functional teams. Share examples of how you've successfully partnered with others to enhance customer touchpoints or implement new technologies, showcasing your ability to work well in a team environment.
