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 Voice of the customer programme, which allows the business to identify areas of improvements and successes based on post purchase customer feedback.

Reporting to the Senior Manager and collaborating closely with the Customer Experience Manager, the Customer Experience Researcher will support the smooth running of the Voice of the customer programme from ensuring day-to-day operations are running smoothly to producing ad hoc analysis. This role involves acting as the voice of the customer, delivering insights and analysis across key metrics, including NPS (Net Promoter Score), service quality and overall trends in customer sentiment.

Role and Responsibilities

You will:

· Look after the day-to-day operations (e.g. checking survey volumes, manual categorisation, etc.) of our Voice of the Customer 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 reports on a weekly and monthly basis (e.g. KPIs analysis like NPS, brand/stores performance, etc.)

· Support the preparation of quarterly and annual programme reviews for all company touch points

· Support the CX manager in delivering the roadmap and key strategic projects/analysis

· Support the 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

· Work alongside Learning & Development to design and deliver training related to the insights from the Voice of the Customer programme

· Develop and implement creative and imaginative ways of displaying and disseminating insight

· Deliver impactful reports and presentations which drive action and provoke change

Skills & Experience

· 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 measuring customer satisfaction metrics such as Net Promoter Score (NPS)

· 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