Insights Analyst, Brand & Experience

About the role

A market-leading retailer is looking for an Insights Analyst, Brand & Experience, recruited through Timeo-Performance. You join the Regional Customer Insights & Engagement team and help add customer value, strengthen the brand and increase sales by analysing brand performance and the omni customer experience. You bring an outside-in perspective, acting as "the customer in the room".

Key responsibilities

• Create a deep understanding of brand performance and omni customer experience using tools such as Brand Tracker, Customer NPS, Chattermill and social listening, then turn results into recommendations and input to strategic decisions
• Educate the region on customer insights across markets, and set improvement plans for the most important customer journeys
• Run local consumer research when needed, aligned with global research initiatives, and use tools such as Power BI, Community and Questback/EFS to query data and compile insights
• Set and follow up brand performance and customer experience goals for the region with the Customer Activation & Marketing Business Controller, and track regional development against global and regional reporting cadences
• Act as champion of the customer voice: feed commercial teams, coordinate longer-term customer experience projects and drive improvements through cross-functional work
• Keep stakeholders aligned by sharing insights on customer perception and success stories
• Act as point of contact between the region and global functions (e.g. central BI and global analysis teams), share insights with other regions and collaborate with peers

Required profile

• University degree in statistics, economics, business analytics or a related field
• Minimum of 3 years of experience in a related field preferred
• Retail or e-commerce experience preferred
• Knowledge and interest in customer, market and consumer research
• Strong data management skills and effective communication, able to present to large audiences and stakeholders

Required skills

• Power BI, Tableau or other data visualisation tools
• Statistical software such as SPSS and survey tools
• EFS or similar preferred