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For Companies At a Glance
- Tasks: Enhance customer experience by analysing data and delivering impactful insights.
- Company: Join Marks & Spencer, a leader in retail innovation and customer service.
- Benefits: Enjoy a 20% discount, competitive holidays, and tailored training from day one.
- Why this job: Make a real difference in customer experience while developing your analytical skills.
- Qualifications: Interest in customer experience and strong data analysis skills required.
- Other info: Be part of an inclusive team that values diversity and personal growth.
The predicted salary is between 28800 - 48000 £ per year.
What you'll do
- Develop and enhance the Customer Experience measurement framework (e.g. Customer Voice, Mystery Shopping), using insight from multiple touchpoints to identify trends and address customer pain points.
- Data analysis of qualitative and quantitative customer data to identify trends, patterns, and root causes.
- Translating complex data findings into clear, engaging insights reports that stakeholders can understand.
- Deliver accurate, timely, and impactful customer insight reporting across the business, automating reports where possible to improve efficiency and consistency.
- Partner with the CX team to create clear, compelling narratives around customer themes that support stakeholder understanding and drive action.
- Manage third-party CX partners (e.g. Medallia, Shepper), ensuring measurements are fit for purpose, cost-effective, and provide actionable insight.
- Coordinate ad hoc insight requests and respond to store queries on CX measurement and reporting, supporting trials, trade events, and key initiatives through effective communication at scale.
Who you are
- You have an interest in, or experience within, customer experience, and the technical skill set to analyse data.
- With the ability to work with large datasets to generate actionable recommendations from customer feedback and survey insight.
- You are confident using data visualisation and analytics tools, with experience in Power BI, Power BI dashboard creation, and text analytics.
- You communicate clearly and effectively, using tools such as Excel and PowerPoint to deliver engaging, insight‑led storytelling that supports decision‑making.
- You build strong working relationships across teams, acting as a customer advocate while managing and prioritising multiple stakeholder requests.
- You demonstrate strong attention to detail, can work under pressure, and consistently deliver accurate outputs within tight deadlines.
Stakeholders you will work with
- D&T Customer Experience Team
- CSC Business Intelligence Team
- Retail Analytics Team
- Store and Regional Managers
- Third-party partners (e.g. Medallia, Shepper)
- CSO teams, including Food Operations
Working at M&S means being part of something bigger - helping to deliver quality, value and service to millions of customers every day. We're inclusive, fast-moving and always evolving, with a strong sense of purpose and a focus on doing the right thing.
Here are just a few of the benefits that make working here even more rewarding:
- 20% colleague discount on all M&S products and many third-party brands for you and someone in your household, available once you've completed your probation
- Competitive holiday allowance with the option to buy more
- Discretionary bonus schemes linked to your performance and ours
- Strong pension and life assurance to help plan for the future
- Tailored induction and training to support your development from day one
- Exclusive perks and savings through our M&S Choices portal
- Market-leading family policies, including parental, adoption and neonatal leave
- 24/7 wellbeing support, including virtual GP access and mental health services
- One paid volunteer day a year to support a cause that matters to you
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.
CX Analyst employer: Marks & Spencer
Contact Detail:
Marks & Spencer Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land CX Analyst
✨Tip Number 1
Network like a pro! Reach out to current or former employees on LinkedIn, especially those in the CX team. A friendly chat can give you insider info and might just get your foot in the door.
✨Tip Number 2
Show off your data skills! Prepare a mini presentation or report using sample data to demonstrate how you’d tackle customer insights. This will make you stand out and show you mean business.
✨Tip Number 3
Be ready for the interview! Brush up on common CX scenarios and think about how you’d handle them. Use the STAR method to structure your answers and keep it engaging.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, you’ll be part of our mission to enhance customer experience at M&S!
We think you need these skills to ace CX Analyst
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the CX Analyst role. Highlight your experience with customer experience and data analysis, and show us how your skills align with what we're looking for.
Showcase Your Data Skills: Since this role involves a lot of data analysis, don’t forget to mention your experience with tools like Power BI and Excel. Give us examples of how you've used these tools to create insights or reports that made an impact.
Engaging Storytelling: We love clear and compelling narratives! When you describe your past experiences, focus on how you communicated insights effectively to stakeholders. This will show us your ability to translate complex data into engaging stories.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Marks & Spencer
✨Know Your Data Tools
Familiarise yourself with the data visualisation and analytics tools mentioned in the job description, especially Power BI. Be ready to discuss how you've used these tools in past roles to analyse customer data and generate insights.
✨Craft Your Customer Stories
Prepare to share specific examples of how you've translated complex data findings into clear, engaging reports. Think about how you can demonstrate your ability to create compelling narratives that resonate with stakeholders.
✨Understand the CX Landscape
Research the current trends in customer experience and be prepared to discuss how they relate to the role. Show that you understand the importance of customer feedback and how it drives business decisions.
✨Build Relationships
Think about how you can showcase your ability to build strong working relationships across teams. Prepare examples of how you've collaborated with different stakeholders in the past to achieve common goals.
