We are Argos, the UK’s leading multi-channel retailer. So, whether you’re shopping online, from our smart phone app or popping into one of over 840 stores across the UK you’ll probably know that the service, value and variety we offer our customers is awesome - and the same goes for a career at Argos too!
Right now, our outstanding marketing team is on the hunt for a Customer Insight Analyst to give voice to our customers by providing an understanding, and insight into, the experience they receive across all of our channels. The role is responsible for regular reporting of the company NPS program, highlighting trends and problem areas, and working closely with the Customer Experience team and Operational stakeholders in order to support both strategic decision making and tactical, executional improvements. This is to be done through quantitative analysis of data in our customer experience measurement analytics tool, and providing recommendations as appropriate.
As you would expect of a business that moves at the pace that Argos does, no two days tend to be the same. However, some of your key tasks will include.
Analysis of customer experience measurement data
Responsible for leading customer experience analysis, putting the customer at the heart of our business. This will involve considerable stakeholder management at all levels up to and including main Board Execs.
To develop clear and useful reports to internal stakeholders about the customer experience in their channel.
Provide analysis and insight into experience drivers and customer feedback, identifying our customers’ critical priorities and opportunities for differentiation
To influence the business with actionable insight from our customer experience measures
Reporting and presentation of NPS and customer experience insight to the business
To create and manage regular reporting and ad hoc communications to the business which highlight trends and provide insight and analysis across the areas of focus described above.
Specifically, to run and manage the company NPS program ensuring all stakeholders have regular visibility of progress against NPS targets; notably to ensure position against company bonus targets are communicated in an accurate and timely fashion
Run and manage the Foresee (or equivalent provider) SIR process to give stakeholders a rich and deep diagnosis of priority customer issues in their channel or journey
To be proactive about sourcing new data and reporting as and when possible.
Support the Senior Customer Research Manager with key presentation material for monthly updates to senior stakeholders within the business.
Reporting of social media insights
To maintain regular flow of insights from social channels describing what customers are saying about Argos, what is going on in their lives, and identifying issues and opportunities arising
To proactively maintain processes with contact centre, social media, and PR teams to red flag emerging customer issues that are in public spaces online
To support on other customer insight and market research projects, taking on a project management role on these where appropriate.
To collaborate with other members of the CMI team on wider team insight project.
So if you are a customer insight candidate with strong analytics, good with stakeholders and managing people and are genuinely passionate about the customer, then hit apply because we want to hear from you.
If the prospect of working for the UK’s best retailer (yes, we’re biased but we don’t care) isn’t enough, we’ll even pay you for the pleasure! As well as a competitive salary, our company benefits include, 24 days holiday, save as you earn, discretionary annual bonus, private medical insurance and company pension scheme, you will work in an exciting environment with the potential to develop your skills for a career that fits with your own aspirations.