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- Tasks: Analyse customer feedback to enhance member experience and drive actionable insights.
- Company: Join PureGym, the UK's No.1 gym operator with a diverse and inclusive culture.
- Benefits: Free gym membership, hybrid working, private healthcare, and generous annual leave.
- Why this job: Make a real impact on member experiences and advocate for their needs.
- Qualifications: Experience in data analysis and strong problem-solving skills required.
- Other info: Opportunity for career growth and to lead projects within a dynamic team.
The predicted salary is between 36000 - 60000 £ per year.
Senior Customer Experience Analyst – PureGym
Join to apply for the Senior Customer Experience Analyst role at PureGym.
The PureGym Way
PureGym Is The No.1 Gym Operator In The UK, And The 4th Largest Gym Operator Worldwide. With 600+ Gyms And Over 2 Million Members Across The UK, Europe & The US, We Are The Gym Where Everybody Is Welcome. We Champion Diversity And Are Committed To Providing a Workplace Where Everyone Feels Free To Be. We’re Proud To Be Recognised As a Top Institute Employer, Reflecting Our Commitment To Excellence In Employee Experience And Workplace Culture. We Offer
- Free nationwide gym membership for you + 1
- Hybrid working
- Truly flexible working culture
- Personal private healthcare, including digital GP
- Life insurance x4
- Company pension contribution
- 25 days annual leave, plus 1 personal day
- Option to purchase additional holiday (up to 5 days)
- Great learning & development resources
- Enhanced maternity pay, paternity and adoption leave
The Role
Location: London (2-3 days in the office, with some UK travel)
Type: Full Time, Permanent
Applications close on Thursday 23rd October
Interviews: There will be a 1st Teams interview, followed by a 2nd in-person interview with a task for which we’ll provide you with lots of information and support.
We are looking for a Senior Customer Experience Analyst to join our Commercial Team. Whether it\’s via public reviews or first party surveying, our members give us hundreds of thousands of pieces of feedback a year. The Senior Commercial Analyst uses this to understand not just what\’s important to our members, but what we should do about it. As a part of the member experience team you\’ll go beyond analysis, you\’ll advocate. You won\’t just report on where we could do better, you\’ll recommend how we can.
You’ll be looking at our member experience holistically from pre-joining to re-joining, analysing data and feedback from a range of sources in order to playback themes and make recommendations to teams around the business. It’s a chance to make a real impact!
Key Duties Will Include
- Providing regular analysis and reporting of key customer experience metrics across the moments that matter most to our members, alongside insightful written commentary
- Analysis of a wide range of different data sources, including trading data, member feedback data and written comments to provide actionable insight and recommendations to key stakeholders across the business
- Design, analysis and management of qualitative and quantitative consumer research programmes answering key business questions, e.g. proposition, membership product, digital product
- Verbal and written communication of results and insights to colleagues at all levels of the business
- Tracking and measuring the success of decisions made and trials of new initiatives
- Ad-Hoc Strategic Projects: Together with our Commercial team, lead the research and delivery of projects that support our long-term growth plans
- Opportunity to line manage in this role once you have settled in
The Person
We are looking for an ambitious individual with a passion for problem-solving and experience using qualitative and quantitative data to drive actionable outcomes for consumers. We’ll need you to be proficient in Excel and PowerPoint, and confident in presenting findings to senior stakeholders.
Core Attributes
- Excellent problem-solving: someone who can apply their mind to many varied business problems and make a substantial contribution to solving them.
- Broad research skills: ability to analyse both qualitative and quantitative data covering a wide range of topics. Using reliable research methodologies including the use of A.I tools to do this at scale.
- Telling the story: ability to distil your research into the salient points that we can act on to implement positive change.
- Curiosity: constantly seek to learn and find new and better ways of doing things.
- Advocacy for our members: be the voice of our members, ensuring their views are considered when we make business decisions.
- Customer centric: understands and wants to learn about what drives customer behaviour and how we can responsibly influence this.
- Self-starting, industrious, \’hands-on\’: take the initiative and get things done.
- Quick-learner: ability to rapidly pick-up new concepts and in-market nuances.
- Detail-focused mindset: drive to get into the detail and absorb key information across all our UK & Swiss sites.
PureGym is proud to be an equal opportunities employer. Our company mantra is ‘Everybody Welcome’ and we are dedicated to promoting a diverse and inclusive place to work. From a hiring standpoint, we welcome applicants from all backgrounds and are committed to ensuring that our PureGym colleagues reflect the diversity of the nation as well as our millions of gym members we serve.
Please note: Applications will be reviewed on a rolling basis, and the advert may be withdrawn at any time. Early application is encouraged.
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Senior Customer Experience Analyst employer: PureGym
Contact Detail:
PureGym Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Experience Analyst
✨Tip Number 1
Get to know PureGym inside out! Research their values, culture, and recent news. This will help you tailor your responses during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your storytelling skills! When discussing your experience, focus on how you've used data to drive change. Make sure to highlight specific examples that demonstrate your problem-solving abilities and customer advocacy.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. Ask them about their experiences at PureGym and any tips they might have for your application process. It’s a great way to get insider info!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the PureGym family.
We think you need these skills to ace Senior Customer Experience Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Senior Customer Experience Analyst. Highlight your experience with data analysis and customer insights, and don’t forget to showcase your problem-solving skills!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you’re passionate about improving customer experiences and how your skills align with our mission at PureGym. Keep it engaging and personal.
Showcase Your Analytical Skills: In your application, be sure to mention specific examples where you've used qualitative and quantitative data to drive decisions. We love seeing how you’ve made an impact in previous roles!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way to ensure your application gets into the right hands and shows us you’re serious about joining our team!
How to prepare for a job interview at PureGym
✨Know Your Data
As a Senior Customer Experience Analyst, you'll be diving deep into data. Brush up on your skills with Excel and PowerPoint, and be ready to discuss how you've used data to drive actionable insights in the past. Prepare examples that showcase your analytical prowess!
✨Tell a Compelling Story
You’ll need to distil complex data into clear, actionable recommendations. Practice telling the story behind your findings. Think about how you can present your insights in a way that resonates with stakeholders at all levels. Use real-life examples to illustrate your points.
✨Show Your Curiosity
PureGym values curiosity and a desire to learn. Be prepared to discuss how you've sought out new methodologies or tools in your previous roles. Share instances where your curiosity led to innovative solutions or improvements in customer experience.
✨Be the Voice of the Customer
Demonstrate your advocacy for members by discussing how you've incorporated customer feedback into your work. Prepare to share specific examples of how you've influenced business decisions based on member insights. Show them you understand what drives customer behaviour!
