CX Insights & Experience Analyst

FashionUnited Group; Greater London; Hybrid; GBP 55,000 - 75,000; Full time

Job summary

Burberry seeks a Client Experience & Insights Analyst to transform customer feedback and data into actionable insights, driving satisfaction and business performance. This London-based role collaborates across Customer Service, Global Client, CRM, Digital, IT and other functions, with four onsite days per week.

The role focuses on reporting, VoC programmes, and quality monitoring while supporting data integration and transformation initiatives to enhance customer experience across channels.

Qualifications

• Experience in CX, NPS, VoC and customer insight reporting.
• Strong analytical skills to interpret data and identify trends.
• Advanced Excel and PowerPoint for executive presentations.
• Experience with Tableau dashboards.

Responsibilities

• Own and develop Customer Experience reporting across NPS, CSAT and VoC.
• Analyse customer feedback and data to identify trends and opportunities.
• Lead internal quality monitoring programme across global regions.
• Develop executive dashboards and present insights to senior stakeholders.
• Support Tableau dashboards and data integration across systems.
• Drive improvements in customer experience measurement and self-service analytics.

Skills

NPS

CSAT

VoC

Advanced Excel

PowerPoint

Tableau

Stakeholder mgmt

Tools

SAP HANA

Databricks

Qualtrics

Medallia

Salesforce

Job description

Burberry seeks a Client Experience & Insights Analyst to transform customer feedback and data into actionable insights, driving satisfaction and business performance. This London-based role collaborates across Customer Service, Global Client, CRM, Digital, IT and other functions, with four onsite days per week.

The role focuses on reporting, VoC programmes, and quality monitoring while supporting data integration and transformation initiatives to enhance customer experience across channels.