Ralph Lauren Customer Insight MI Analyst

Job Title: Customer Insight MI Analyst (Glasgow Based)

Salary:£12 to £13.5 per hour

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