At a Glance
- Tasks: Analyse customer feedback and data to enhance the customer experience at Burberry.
- Company: Join Burberry, a leading luxury brand committed to creativity and sustainability.
- Benefits: Competitive salary, inclusive culture, and opportunities for professional growth.
- Other info: Dynamic role with a focus on collaboration across global teams.
- Why this job: Make a real impact on customer satisfaction and drive change in luxury retail.
- Qualifications: Experience in customer experience analysis and strong analytical skills required.
The predicted salary is between 37800 - 46200 £ 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
The Client Experience & Insights Analyst plays a key role in understanding customer sentiment and identifying opportunities to enhance the end-to-end customer experience.
Working closely with Customer Service, Global Client, CRM, Digital, IT and other business functions, the role is responsible for transforming customer feedback, operational and commercial data into actionable insights that drive customer satisfaction, loyalty and business performance.
The role is responsible for Customer Experience reporting, Voice of Customer (Vo C) programmes and quality monitoring, while supporting customer experience systems, data integrations and transformation initiatives.
This role is based in our London office and requires a minimum of four days per week onsite.
RESPONSIBILITIES
- Customer Experience Insights & Reporting
- Own and develop Customer Experience reporting, including NPS, CSAT and Voice of Customer (Vo C), providing visibility of customer sentiment, performance and key trends across customer touchpoints.
- Analyse customer feedback, operational and commercial data to identify trends, root causes and opportunities to improve customer satisfaction, the customer journey and business performance.
- Own and lead the internal quality monitoring programme across global regions, partnering closely with regional teams to analyse customer insights, identify coaching opportunities and drive continuous improvement in alignment with the established quality framework.
- Develop and maintain executive dashboards, reports and presentations, translating complex data into clear insights, recommendations and strategic narratives for senior stakeholders.
- Support the development and enhancement of Tableau dashboards and reporting solutions, leveraging data from multiple business systems and data platforms (e. g.
SAP HANA, Databricks) to deliver actionable insights and support customer-centric and commercially driven decision-making.
- Drive continuous improvement in customer experience measurement, data quality, reporting automation and self-service analytics capabilities.
- Stakeholder Management & Business Partnership
- Partner with Customer Service, Retail, Global Client, CRM, Marketing, Ecommerce, Digital, IT and Technology teams to support strategic initiatives, continuous improvement and customer-centric decision-making.
- Build strong cross-functional relationships and act as a trusted advisor on customer experience performance and Voice of Customer insights.
- Customer Experience Systems & Data
- Support the development, integration and optimisation of customer experience systems, platforms and data sources in partnership with IT, Digital, CRM and Customer Service teams.
- Act as the Voice of Customer subject matter expert for system implementations, integrations, migrations and transformation initiatives, ensuring customer feedback and experience measures are embedded within new solutions.
- Support the governance and integration of customer experience data across CRM, messaging, contact centre and feedback platforms to enable consistent reporting and actionable insights.
- Identify opportunities to enhance customer experience measurement, reporting automation and data integration through a strong understanding of customer service technologies and data architecture.
- PERSONAL PROFILE
- Experience within Customer Experience (CX), NPS, CSAT, Voice of Customer (Vo C), customer insight reporting and customer satisfaction programmes.
- Strong analytical skills with the ability to interpret complex data, identify trends, root causes and opportunities, and translate findings into actionable business recommendations.
- Advanced Excel and Power Point skills, with the ability to analyse data, create impactful visualisations and deliver executive-level presentations.
- Experience using customer feedback platforms such as Qualtrics, Medallia or similar Voice of Customer tools.
- Experience developing dashboards and reporting solutions using analytics platforms, including Tableau, and translating business requirements into meaningful insights.
- Strong interest in customer experience technology, data architecture and systems integration, with experience supporting implementation, migration or transformation projects.
- Experience with Salesforce and customer service technologies is advantageous.
- Strong communication and stakeholder management skills, with the ability to influence and build effective relationships across global cross-functional teams.
- Proactive, highly organised and adaptable, with strong attention to detail and the ability to manage multiple priorities in a fast-paced environment.
- Experience within luxury retail, retail, ecommerce or customer service environments, with an understanding of luxury customer expectations and service excellence preferred.
Burberry is an Equal Opportunities Employer and as such, treats all applications equally and recruits purely on the basis of skills and experience.
Want to know more about working at Burberry?
- England, United Kingdom of Great Britain and Northern Ireland
- #J-18808-Ljbffr
Client Experience & Insights Analyst in London employer: FashionUnited Group
At REISS, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration. Located in the vibrant area of Islington, our team enjoys a supportive environment with ample opportunities for professional growth and development, alongside competitive benefits that enhance work-life balance. Join us to be part of a forward-thinking company that values your contributions and empowers you to achieve your career aspirations.
StudySmarter Expert Advice🤫
We think this is how you could land Client Experience & Insights Analyst in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at FashionUnited Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like FashionUnited Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Client Experience & Insights Analyst in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to FashionUnited Group:Your cover letter is your chance to shine! Tell us why you want to work at FashionUnited Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at FashionUnited Group!
How to prepare for a job interview at FashionUnited Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
