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Data Analyst

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!

Here at Argos we’re passionate about customer experience. Our End to End Customer Experience team is independent, cross-functional, and focuses on any and all business touch points that impact the customer - from Marketing to Supply Chain, Digital to Stores. We are the representatives of the customer within the business and our key focus is to challenge the status quo, shining a light on the customer experience and our internal operations. With team members from diverse backgrounds including Operations Development, IT, Project & Change Management, Finance and Commercial, we’ve got a varied skill set that we apply to a relentless focus on improving our customers’ experiences and improving internal processes where it matters.

Key objectives for the team are:

Improve the customers’ end to end journey experience as measured by the Net Promoter Score (NPS) and Customer Satisfaction (CSAT) scores
Create friction free customer journeys, eliminating drop out, increasing conversion and making shopping simple and easy for our customers
Resolve key strategic questions and act on them
Deliver business change for the customers’ benefit and to improve profitability
Identify process inefficiencies and opportunities to simplify, reduce cost and improve profit within our operating model

By improving the customers’ experience, eliminating friction and simplifying complexity, the team will:

Improve customer loyalty
Drive increased sales, reduce costs through eliminating inefficiency and improve profitability

The Role

The End to End Customer Experience team is structured based on the main customer shopping missions

Click & Collect
Home Delivery
Stock availability / Findability

You will be part of the analyst team that provides insight and analytical support to the Development Managers and their teams working on these missions.

You will:

Develop customer insight from data across multiple sources and translate that into actionable insight

Identify and extract data to drive decision making on the various customer journeys
Build a network of contacts throughout the business to access and leverage multiple data sources, bringing these together to help resolve key strategic questions
Develop customer insight for each of the customer journeys from multiple data sources and provide analytical support to monitor and improve the different customer journeys

Provide focussed and detailed analysis for strategic business initiatives

Identify patterns in customer behaviour that will lead to specific strategic direction and plans
Identify opportunities to improve customer experience and help develop a customer plan in different parts of the business
Provide quantitative evidence of impact on customers to support or challenge tactical and strategic business decisions

Be a key consult to other parts of the business improving customer centricity

Represent the customer, putting data at the heart of business decisions
Where needed, provide rigorous analysis to challenge business cases to ensure projects put the customer at the centre of business decisions

About You

Passionate about putting the customer first, with a focus on customer needs and insight, customer trends, competitor strategies and technological developments.
Strong analytical skills (VBA/SQL/SAS) and ability to manipulate and interpret data
An ability to form insights from disparate data sources and to communicate complex analysis in a simple way to a wide range of audiences
Critical questioning, problem solving and attention to detail
Confident to make recommendations and influence thinking of stakeholders
Financial and commercial acumen, able to balance customer and commercial needs, where they may be tradeoffs
Comfortable working in an environment of ambiguity and complexity
A passion to drive improvement – be assertive, challenging, credible, data driven and confident
An ability to build relationships in the business
Action-oriented, resilient and persistent, including when faced with difficulties or setbacks
Ability to multi-task, manage time and multiple stakeholders
1-2 years in business analysis and monitoring and reporting roles will be beneficial
Interested in learning new analytical techniques and building and developing a collaborative analyst team, and a wider analytical community in the business
Takes full accountability for his/her continuous personal development, learning and growth

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