Job Title: Customer Insight Agent

Department: Ralph Lauren

Management Responsibility for: Ralph Lauren

Travel Required: No

Location: City Park – 100% B&M

Contract Type: Permanent

Job Summary / Overview

Be a strong advocate and ultimate champion for our customers. Analyse their voice and data to understand exactly what our customers need and identify opportunities to enhance their experience.

Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document)

• Be responsible for customer insights from our customer feedback data - understand the drivers of customer dissatisfaction, identify areas of opportunity to drive improvement and track progress
• Continuously reduce contacts through analysis of top contact drivers
• Analyse data to identify trends, patterns and increase the level of insights
• Prepare and analyse internal and external reports with actionable solutions
• Create comprehensive executive summary reports based on your findings
• Deep dive into all survey responses to review customer sentiment
• Bring data sets together from around the business and analyse them to understand customers behaviours, needs and wants across the entire customer journey
• Contribute ideas for new projects and/or initiatives based on VOC, to drive customer satisfaction
• Using analysis, feedback into the relevant teams within Ralph Lauren & Teleperformance.
• Contribute to forecast data based on noticeable trends

Knowledge, Skills & Behaviour

• Analytical and quantitative skills, including ability to use data and metrics to back up assumptions and drive improvements
• Outstanding written English and oral communication skills, with the ability to inspire change management across the company
• Computer literate in all Microsoft packages with the ability to learn new skills
• Advance Excel knowledge
• Technical understanding of how to build surveys and their operations is desirable but not necessary
• The ability to plan work and meet tight deadlines

Required Skills

• +1 years’ experience in a similar role
• Strong knowledge of qualitative and quantitative research design, particularly in the translation of those insights into meaningful recommendations.
• High levels of numeracy, accuracy and attention to detail
• A passion for our brand and understands retail and general consumer buying behaviour
• Customer centric mindset

Technical Skills

• Comprehensive computer skills, including proficiency in Microsoft Office tools such as MS Word, PowerPoint, Excel, Outlook, and other relevant software