Customer Experience Insight Analyst

Our Customer Services team is seeking a talented Customer Experience Insight Analyst to join us on a 12 month Fixed Term Contract. This is your chance to be part of an iconic brand committed to delivering world-class service and unforgettable experiences.

About The Role

As a Customer Services Insight Analyst, you’ll design and deliver regular and ad-hoc reports, conduct deep-dive analyses, and ensure data accuracy and integrity. You’ll monitor and drive CSAT, NPS, and team performance, delivering actionable insights that support continuous improvement and enhance customer outcomes. Working closely with cross-functional teams, you’ll turn complex datasets into clear insights that inform strategy and elevate the customer experience.

This role is hybrid, based at our Harrods Headquarters in Hammersmith with remote working.

About You

You will thrive in a fast-paced environment and bring a strong analytical mindset with a passion for improving customer service.

To succeed in this role, you’ll also bring:

Strong computer skills, including Microsoft Office, and ideally experience with tools like Rant & Rave, SSC, SAC, Calabrio, and Sprinklr.
Ability to analyse data, prepare reports for senior management, and identify trends, risks, and opportunities to enhance the customer journey.
Excellent communication and interpersonal skills, with a strong customer service focus when working with internal and external stakeholders.
Highly organised and adaptable, able to manage multiple priorities, work independently, and respond quickly to changing demands.
A proactive mindset, strong work ethic, and commitment to Harrods values, ideally with experience in .com customer service environments.

About Us

Harrods is one of the world’s leading luxury department stores and we’re becoming a destination for top designers, and the most sought-after brands from around the globe. Our combined mission is to make visiting our iconic Knightsbridge store one of the world’s most inspiring shopping experiences.

Our Promise to You

Help us make the impossible possible for our customers and we’ll do something remarkable for you. As well as offering a friendly environment to inspire your best work, we provide abundant opportunities and support to build an exceptional career across the varied specialisms of our business.

In return you’ll receive an excellent benefits package, including an enhanced company pension, eligibility for a competitive bonus scheme, 25 days’ holiday, and your birthday off, up to 33% in-store discount (including across our Food Halls and restaurants) and a season ticket loan.

Uniquely You

Whilst our job adverts outline the ideal qualities, skills, and prior experience for the role, we believe in the potential for growth and value individual strengths. If you can demonstrate the majority of skills and strong experience to thrive in this role, we would encourage you to apply.

At Harrods we believe the personality and authenticity of our people sets us apart. We celebrate and invite applications from all cultures, backgrounds, tastes, and experiences and are proud of our culture where people from all walks of life can grow and thrive. What makes you unique makes us exceptional.

If you want to know more about life at Harrods, search #TogetherHarrods on LinkedIn, or follow us on Instagram @togetherharrods.