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Customer Experience Analyst

Please Note: The application deadline for this job has now passed.

About the role

We have a new and  exciting opportunity for a Customer Experience Analyst to be the voice of the customer in FGH. To have a deep understanding of our customers and their needs and articulate that in to the business.

Role Responsibilities

  • Management of Voice of the Customer programme – including survey management, monthly reporting and insight generation.
     
  • Enable business to self-serve performance insights from our VOC platform through resource creation and training. 
     
  • Support in set up and running of customer research sessions.
     
  • Champion our customer segmentation to the business, helping embed this and make it the common customer language in the business
     
  • Regular market scanning to be aware of key consumer attitudes and behaviours, as well as KPI’s such as confidence, personal finance situations and shopping appetites. 
     
  • To work closely with UX and Analytics functions to quantify the customer impact of issues or proposed changes in the business.
     

About you

  • Experience in a research environment. Preferable to already have experience of CSAT/NPS. 
     
  • Knowledge of both qualitative and quantitative research techniques and methodologies. 
     
  • Exposure to appropriate external primary and secondary data sources and their potential application  
     
  • Strong analytical and interpretive skills to deliver meaningful outputs 
  • Strong interpersonal and relationship-building skills with internal and external stakeholders  
     
  • Passion for the customer, ensuring you can put the customer at the heart of everything we do. 
  • Managing an independent workload. 

 

 

Why FGH?

Our staff enjoy competitive benefits including staff discount, generous annual leave, healthcare cash plan together with a vibrant, colourful, creative and flexible working atmosphere. With our competitive benefits, and supportive teams our staff enjoy helping us on our mission and benefit greatly from the challenges that come with working for a successful retailer.

About us

Freemans Grattan Holdings (FGH) is based in West Yorkshire and is part of the OTTO Group – one of the world's largest online retailers.

Home to familiar brands such as Freemans, Grattan and Kaleidoscope, we have over 100 years of experience. 

We're on a mission to help our customers live their best lives through a choice of quality basics, the brands they love and credible exclusive product supported by easy and rewarding ways to pay.

We offer excellent service and delivery seven days a week, with so much going for us - why not be part of the story.

We have over 600 UK employees working for us in various functions, including Marketing and Creative, Customer Experience, Warehousing and Logistics, Financial Services, Transformation, Buying and Merchandising, IT and Support Services. 

Our values of Resilience, Empathy, Ambition, Commitment, and Honesty underpin our vibrant and dynamic culture.

We're heading for some exciting and challenging places, so why not join us and be part of our vision to create a modern, digital retailer with powerful customer brandsexciting product and compelling financial services. 

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