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Ralph Lauren Customer Insight MI Analyst - job post

Teleperformance
3.5 out of 5
368 Alexandra parade, Glasgow G31
Full-time
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Job details

Here’s how the job details align with your profile.

Job type

  • Full-time

Location

368 Alexandra parade, Glasgow G31

Full job description

Overview:

Job Title
: Customer Insight MI Analyst (Glasgow Based)
Department: Ralph Lauren
Management Responsibility for: Ralph Lauren
Travel Required: No
Location: City Park – 100% B&M
Contract Type: Permanent


Job Summary / Overview


Be a strong advocate and ultimate champion for our customers. Analyse their voice and data to understand exactly what our customers need and identify opportunities to enhance their experience.


Required Skills

  • +1 years’ experience in a MI analytical role - research, analyse and report on different trends
  • +1 years' experience in a relevant retail role
  • Comprehensive computer skills - including proficiency in Microsoft Office tools such as MS Word, PowerPoint, Excel, Outlook and other relevant software
  • Strong knowledge of qualitative and quantitative research design - particularly in the translation of those insights into meaningful recommendations
  • High levels of numeracy, accuracy and attention to detail
  • A passion for our brand and understands retail and general consumer buying behaviour
  • Customer centric mindset


Key Responsibilities and Accountabilities
(may perform other duties as requested not specifically addressed in this document)


  • Be responsible for customer insights from our customer feedback data - understand the drivers of customer dissatisfaction, identify areas of opportunity to drive improvement and track progress
  • Continuously reduce contacts through analysis of top contact drivers
  • Analyse data to identify trends, patterns and increase the level of insights
  • Prepare and analyse internal and external reports with actionable solutions
  • Create comprehensive executive summary reports based on your findings
  • Deep dive into all survey responses to review customer sentiment
  • Bring data sets together from around the business and analyse them to understand customers behaviours, needs and wants across the entire customer journey
  • Contribute ideas for new projects and/or initiatives based on VOC, to drive customer satisfaction
  • Using analysis, feedback into the relevant teams within Ralph Lauren & Teleperformance.
  • Contribute to forecast data based on noticeable trends


Knowledge, Skills & Behaviour


  • Analytical and quantitative skills, including ability to use data and metrics to back up assumptions and drive improvements
  • Outstanding written English and oral communication skills, with the ability to inspire change management across the company
  • Computer literate in all Microsoft packages with the ability to learn new skills
  • Advance Excel knowledge
  • Technical understanding of how to build surveys and their operations is desirable but not necessary
  • The ability to plan work and meet tight deadlines
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