Customer Experience Insights Analyst

BoF Careers; Greater London; On-site; GBP 65,000 - 90,000; Full time

Job summary

Burberry in London seeks a Client Experience & Insights Analyst to translate customer feedback and data into actionable insights. You will own CX reporting (NPS, CSAT, VoC), support QMS, dashboards, and cross-functional partnerships across Customer Service, CRM, Marketing, Digital and IT.

Based in London, the role requires four days onsite weekly and a proactive, detail‑focused mindset to drive customer satisfaction and business performance through robust data analysis and storytelling with

Responsibilities

• Own and develop Customer Experience reporting, including NPS, CSAT and Voice of Customer (VoC), providing visibility of customer sentiment, performance and key trends across customer touchpoints.
• Analyse customer feedback, operational and commercial data to identify trends, root causes and opportunities to improve customer satisfaction, the customer journey and business performance.
• Own and lead the internal quality monitoring programme across global regions, partnering closely with regional teams to analyse customer insights, identify coaching opportunities and drive continuous improvement in alignment with the established quality framework.
• Develop and maintain executive dashboards, reports and presentations, translating complex data into clear insights, recommendations and strategic narratives for senior stakeholders.
• Support the development and enhancement of Tableau dashboards and reporting solutions, leveraging data from multiple business systems and data platforms (e.g. SAP HANA, Databricks) to deliver actionable insights and support customer-centric and commercially driven decision-making.
• Drive continuous improvement in customer experience measurement, data quality, reporting automation and self-service analytics capabilities.

Skills

Customer Experience reporting

Data analysis

Tableau dashboards

Stakeholder management

Excel

PowerPoint

Voice of Customer

NPS / CSAT

Tools

Tableau

Salesforce

SAP HANA

Databricks

Qualtrics

Medallia

Job description

Burberry in London seeks a Client Experience & Insights Analyst to translate customer feedback and data into actionable insights. You will own CX reporting (NPS, CSAT, VoC), support QMS, dashboards, and cross-functional partnerships across Customer Service, CRM, Marketing, Digital and IT.

Based in London, the role requires four days onsite weekly and a proactive, detail‑focused mindset to drive customer satisfaction and business performance through robust data analysis and storytelling with