Mystery Shopping & Customer Insight Analyst

PLC D&G Group Limited; Wimbledon; Hybrid; GBP 35,000 - 52,000; Full time

Benefits offered by this job

Competitive salary

25 days annual leave + holidays

Training and career progression

Health cash plan

Job summary

Domestic & General is seeking a detail-oriented professional to oversee customer outcomes and compliance across partner channels. You will analyze journeys, perform mystery shopping, and help validate improvements in product launches while ensuring regulatory adherence.

You will contribute to continuous improvement, monitor quality standards, and support cross-functional teams with data-driven insights in a flexible UK location.

Qualifications

• Strong attention to detail and ability to assess information accurately.
• Good analytical and problem-solving skills with the ability to identify trends and areas for improvement.
• Excellent written and verbal communication skills.
• Strong organisational skills with the ability to manage multiple priorities and meet deadlines.
• Customer-focused mindset with an interest in understanding customer experiences and outcomes.
• An interest in quality assurance, compliance, or customer insight would be advantageous.

Responsibilities

• Develop a detailed understanding of Domestic & General's products, services, customer journeys, and customer outcome expectations.
• Develop knowledge of the compliance and regulatory requirements associated with offering Domestic & General products.
• Analyse customer interactions and sales journeys to identify examples of good practice and potential areas of concern.
• Deliver mystery shopping activities across retail and partner channels by acting convincingly as a genuine customer.
• Ensure mystery shop findings are accurately recorded and scored in line with agreed quality standards and reporting requirements.
• Support new product, process, and client launches by helping to validate that learning and improvement activities have been successfully embedded.
• Analyse competitor products, customer journeys, and market activity to identify opportunities for improvement.
• Manage personal workloads and deadlines to ensure activities are completed accurately and on time and ensure all work is completed in line with company policies, procedures, and regulatory requirements.
• Lead personal development by actively participating in training, coaching, and learning opportunities

Skills

Attention to detail

Analytical thinking

Communication skills

Organisational skills

Customer focus

Microsoft Office

Customer service experience

Quality assurance interest

Compliance interest

Tools

Microsoft Office

Job description

Domestic & General is seeking a detail-oriented professional to oversee customer outcomes and compliance across partner channels. You will analyze journeys, perform mystery shopping, and help validate improvements in product launches while ensuring regulatory adherence.

You will contribute to continuous improvement, monitor quality standards, and support cross-functional teams with data-driven insights in a flexible UK location.