Customer Experience Researcher

Selfridges; London; On-site; GBP 30,000 - 45,000; Full time

Job summary

Join a leading retail company as a Customer Experience Researcher, where you'll enhance customer engagement through insights and analysis. You'll manage the CX programme, produce reports, and collaborate with various teams to drive improvements in customer experience.

Qualifications

• Experience in a customer insight or CX role.
• Strong analytical and numeracy skills.

Responsibilities

• Monitor ongoing performance of the CX programme.
• Produce and share CX reports weekly and monthly.
• Support stakeholders with ad-hoc requests for insights.

Skills

Analytical

Communication

Collaboration

Tools

Excel

PowerPoint

Job description

The Strategy & Analytics team aims to put the customer at the centre of decision making and business strategy by providing insights about our customers and how they engage with Selfridges. A key part of this is our Customer Experience (CX) programme, “Spotlight”, which allows the business to identify improvements to the in-store and online experience based on customer feedback.

Reporting to the Senior Manager and working closely alongside the Customer Experience Manager, the Customer Experience Researcher will support the smooth running of the Spotlight programme by providing insights and analysis of customer feedback and assisting with administrative tasks.

As a Customer Experience Researcher, you will:

• Look after the day-to-day operations of our CX programme
• Be responsible for monitoring the on-going performance of the CX programme and escalating any IT or data issues which might arise
• Produce and share timely, accurate and insightful CX reports on a weekly and monthly basis
• Support the preparation of quarterly and annual CX reviews for all company touch points
• Support stakeholders from across the company with a manageable number of ad-hoc requests for customer feedback and insight
• Develop and build strong relationships with internal stakeholders to understand their business challenges and insight needs and champion the voice of the customer
• Collaborate with the wider community of research specialists and analysts within Strategy & Analytics and in other departments such as CRM, Digital Operations, etc.
• Work alongside Learning & Development to design and deliver training related to the CX programme
• Keep on top of industry best practice and CX trends
• Develop and implement creative and imaginative ways of displaying and disseminating insight
• Deliver impactful reports and presentations which drive action and provoke change

A bit about you:

• Passionate about the customer and capable of sharing this with team members
• Rigorous and analytical with meticulous attention to detail
• Role model the company values in your day-to-day working
• Work collaboratively with the immediate and wider teams
• Strong analytical and numeracy skills
• Proficient in Excel and PowerPoint
• Experience in a customer insight or CX role on either the client or agency side
• Excellent communication, presentation and interpersonal skills
• Capable of creatively bringing insights to life through storytelling and data visualisation
• Well organized and able to prioritize tasks