Customer Experience Researcher

The Strategy & Analytics team aims to put the customer at the centre of decision making and business strategy by providing insights about our customers and how they engage with Selfridges. A key part of this is our Customer Experience (CX) programme, “Spotlight”, which allows the business to identify improvements to the in-store and online experience based on customer feedback.

Reporting to the Senior Manager and working closely alongside the Customer Experience Manager, the Customer Experience Researcher will support the smooth running of the Spotlight programme by providing insights and analysis of customer feedback and assisting with administrative tasks.

As a Customer Experience Researcher, you will:

Look after the day-to-day operations of our CX programme
Be responsible for monitoring the on-going performance of the CX programme and escalating any IT or data issues which might arise
Produce and share timely, accurate and insightful CX reports on a weekly and monthly basis
Support the preparation of quarterly and annual CX reviews for all company touch points
Support stakeholders from across the company with a manageable number of ad-hoc requests for customer feedback and insight
Develop and build strong relationships with internal stakeholders to understand their business challenges and insight needs and champion the voice of the customer
Collaborate with the wider community of research specialists and analysts within Strategy & Analytics and in other departments such as CRM, Digital Operations, etc.
Work alongside Learning & Development to design and deliver training related to the CX programme
Keep on top of industry best practice and CX trends
Develop and implement creative and imaginative ways of displaying and disseminating insight
Deliver impactful reports and presentations which drive action and provoke change

A bit about you:

Passionate about the customer and capable of sharing this with team members
Rigorous and analytical with meticulous attention to detail
Role model the company values in your day-to-day working
Work collaboratively with the immediate and wider teams
Strong analytical and numeracy skills
Proficient in Excel and PowerPoint
Experience in a customer insight or CX role on either the client or agency side
Excellent communication, presentation and interpersonal skills
Capable of creatively bringing insights to life through storytelling and data visualisation
Well organized and able to prioritize tasks