Customer Experience Insights Analyst

Burberry; Greater London; On-site; GBP 55,000 - 90,000; Full time

Job summary

Burberry is seeking a Client Experience & Insights Analyst to transform customer feedback and data into actionable insights. The role collaborates with Customer Service, Global Client, CRM, Digital and IT to improve satisfaction, loyalty and business performance.

The position is based in London with four days onsite per week, focusing on reporting, dashboards and data governance across global regions.

Qualifications

• Experience in CX, VoC, and customer insight reporting.
• Ability to translate data into actionable business recommendations.
• Advanced Excel and PowerPoint for executive presentations.
• Experience with dashboarding and reporting using analytics platforms.
• Strong stakeholder management and cross-functional collaboration.
• Familiarity with customer service technologies and data architecture.

Responsibilities

• Own and develop Customer Experience reporting (NPS, CSAT, VoC).
• Analyze feedback and data to identify trends and opportunities.
• Lead internal quality monitoring across regions.
• Develop executive dashboards and present insights to leaders.
• Support Tableau dashboards and data integrations (SAP HANA, Databricks).
• Drive improvements in measurement, automation and self‑service analytics.
• Collaborate with Customer Service, Retail, CRM, Marketing and IT teams.

Skills

CX analytics

NPS/CSAT/VoC

Excel & PowerPoint

Dashboards

Stakeholder management

Communication

Data interpretation

Tableau

Tools

Tableau

SAP HANA

Databricks

Qualtrics

Medallia

Salesforce

Job description

Burberry is seeking a Client Experience & Insights Analyst to transform customer feedback and data into actionable insights. The role collaborates with Customer Service, Global Client, CRM, Digital and IT to improve satisfaction, loyalty and business performance.

The position is based in London with four days onsite per week, focusing on reporting, dashboards and data governance across global regions.