Quality & Experience Analyst

Burberry; London; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading company in luxury fashion seeks a Quality & Experience Analyst to support their customer experience strategy. The role involves analyzing performance metrics and ensuring service quality standards are met, collaborating with cross-functional teams to enhance the customer journey. Ideal candidates will have strong analytical skills, experience in customer experience, and proficiency with CRM tools like Qualtrics.

Qualifications

• Experience in Customer Experience or quality analysis, ideally in the luxury sector.
• Proficiency with customer feedback platforms and CRM systems.
• Ability to collect, analyse, and interpret data for insights.

Responsibilities

• Delivery of reporting, insights, and dashboards across key metrics such as KPIs, NPS, and CSAT.
• Championing Customer Service Quality through regular performance reviews.
• Managing the Omnichannel NPS Programme and enhancing tools and technology.

Skills

Analytical skills

Communication skills

Customer service excellence

Tools

Qualtrics

Salesforce

Job description

At Burberry, we believe creativity opens spaces. Our purpose is to unlock the power of imagination to push boundaries and open new possibilities for our people, our customers and our communities. This is the core belief that has guided Burberry since it was founded in 1856 and is central to how we operate as a company today.

We aim to provide an environment for creative minds from different backgrounds to thrive, bringing a wide range of skills and experiences to everything we do. As a purposeful, values-driven brand, we are committed to being a force for good in the world as well, creating the next generation of sustainable luxury for customers, driving industry change and championing our communities.

JOB PURPOSE

As a Quality & Experience Analyst at Burberry, you will support the execution of our customer experience strategy by analysing and reporting on key performance metrics and service quality standards. Your role will be crucial in identifying insights from customer feedback, ensuring continuous improvements, and helping maintain the high standards of service expected from the Burberry brand. Through collaboration with cross-functional teams, you will assist in driving the effective use of technology and tools to enhance the customer journey, ensuring that every interaction contributes to a seamless, personalised, and elevated experience.

This Quality & Experience Analyst role is offered on a full time, permanent basis and will be based in our Horseferry House, London office for 3/4 days per week.

RESPONSIBILITIES

• Delivery of reporting, insights and dashboards across key metrics, including KPIs, NPS and CSAT.
• Sharing insights with regional stakeholders and providing training to ensure teams are equipped to deliver outstanding customer service.
• Supporting and assisting the execution of the Customer Experience Strategy, enhancing customer touchpoints, supporting clientelling practices, and reporting on key initiatives, KPIs and metrics
• Championing Customer Service Quality, helping to drive the success of the Customer Service Quality Scheme through regular performance reviews, regional alignment meetings, and coaching
• Supporting team leaders and consultants in delivering service excellence
• Managing the Omnichannel NPS Programme, overseeing daily operations of NPS and ECE programmes via Qualtrics
• Promote a strong NPS culture across regions through training and collaboration with Customer Experience teams.
• Enhancing tools and technology, collaborating with Data Science, Digital, and Client Engagement teams to improve tools that empower service agents
• Support the integration of digital clienteling into daily operations and foster collaboration between Customer Service and Digital to support roadmapping
• Keeping informed on industry trends to keep Burberry’s customer experience strategy ahead of the curv

PERSONAL PROFILE

• Experience in Customer Experience, quality analysis, or a related field ideally, within the luxury sector
• Strong analytical skills, with the ability to collect, analyse and interpret data to inform actionable insights
• Proficiency with customer feedback platforms and CRM systems (e.g. Qualtrics, C4C, Salesforce)
• Detail-oriented with a focus on ensuring consistency and high standards in customer service quality
• Strong communication skills, with the ability to prepare clear reports and collaborate effectively with cross-functional teams
• Ability to support multiple projects, prioritise tasks, and deliver results within deadlines.
• Passion for customer service excellence and luxury experience

Burberry is an Equal Opportunities Employer and as such, treats all applications equally and recruits purely on the basis of skills and experience.

Posting Notes: United Kingdom || Not Applicable || London || CUSTOMER SERVICES || NO DEPARTMENT - FIST9011 || n/a ||