Customer Feedback Analyst in Newcastle upon Tyne

Vacancy Information We have a fantastic opportunity to join the Retail Analytics team at Greggs and really help to understand what customers are telling us, why it is happening and what Retail should do next to adapt to feedback.We can offer you:21 days ( weeks) annual leave, pro-rated, increasing with service, plus bank holidays and 1 additional floating dayColleague discount, up to 50% off our own-produced productsPension scheme with matching employer contributions up to 7%Paid breaksFree hot drinks while on a shift breakProfit share: We want everyone to share in the success of the business, so we distribute 10% of our profits to all our colleagues who have at least 6-month service, or more, each yearShare save schemes that let you buy discounted Greggs shares, by saving a set amount of money over a fixed time, to have an even bigger share of our profitsCareer progression and learning and developmentEmployee Assistance Programme; A free, confidential helpline, offering advice and support with financial, relationship, work-related and wellbeing issues, 24 hours a day, 365 days a year. Including a mobile app providing a range of wellness content on physical, mental, social, and financial wellbeingPerks and savings, such as digital gift card discounts, online cashback, in-store and online coupons and lifestyle offersA company who cares about our communities; the environment and being a better business! Click here to read about Colleague Networks – internal groups where colleagues and their allies can share their own experiences, offer feedback on the way we do things at Greggs, and provide support to one another About the role This is a full-time role (35 hours per week) however flexibility in this will be consideredWe know that having a work-life balance is important, so we offer our colleagues as much flexibility as possible in line with the needs of their roleThe base location for this role is Greggs House, Quorum Business Park, Newcastle Upon Tyne, NE12 8BU What you'll do As Customer Feedback Analyst you will:Analysing complaints, compliments, queries, suggestions and customer satisfaction resultsIdentifying recurring themes, emerging issues and differences across shops, areas, products and customer channelsCombining customer feedback with operational and commercial information to understand likely causes and customer impactProducing regular reports, dashboards and analysis for Customer Care and the wider businessSupporting with developing and maintaining Power BI reports that make customer information easier to access and understandFinding the story within the data, ensuring data is communicated effectively within the context of Retail Initiatives and drive commercial performanceWorking with AI tools to be able to analyse data, identify trends, build reports and analyse outputsChecking the accuracy and consistency of customer data, measures and reportingExplaining findings clearly to colleagues and recommending practical next stepsWorking with teams across the business to follow up important findings and support improvements About you You will fit right into this role if you can demonstrate:You are someone with a numerical background ( A-Level Maths/Sciences etc.), an analytical mindset and desire to learn and develop within the roleStrong analytical and problem-solving skillsStrong Excel skillsExperience working with large datasets and information from more than one sourceThe ability to identify trends, investigate causes and reach clear conclusionsThe ability to turn analysis into practical recommendationsGood written and verbal communication skills, with confidence presenting findings to different audiencesA careful approach to data quality, accuracy and documentationConfidence using tools such as CoPilot to help analyse large volumes of customer feedback, while checking findings against the original data and critically auditing the conclusions drawnAn interest in customer behaviour and the factors that affect customer satisfactionWant to develop and are ready to work alongside some great people and have lots of fun on your Greggs journey!Desirable experience includes:Experience working within Retail functions, analysing Customer feedback, customer insight or customer experience metricsWorking with customer satisfaction measures, survey results or free-text feedbackStrong Power BI skills, including Power Query (M), DAX and dashboard creation. As well as some experience with third-party Power BI tools such as Tabular Editor and ALM Toolkit About Greggs Here at Greggs, we love what we do, and we have fun! What makes us so special is our culture - how we behave and support each other. Everyone's welcome at Greggs. Whatever their background, preferences or beliefs we want all of our colleagues to feel welcome and able to be themselves at work. You can read more about us here: