Customer Insight Analyst - ARGOS - Widnes - Wizbii

Customer Insight Analyst

  • By ARGOS
  • Widnes (United Kingdom)

Job description

Competitive plus excellent benefits
·  Role area
Contact Centre
·  Contract type
·  Job reference
·  Location
Widnes or Stafford
Supports the Head of Customer Insight and the Customer Insight Managers identify value and drive change through the provision of consistent, quality, actionable customer insight across the Customer Management Centres (CMC) brands (Argos, Argos for Business, Habitat, Sainsbury’s Retail) and into the CMC Continuous Improvement and Quality & Coaching team

What I need to do

Work in a pool of Customer Insight Analysts to support the Customer Insight Managers to…

Develop, maintain and evolve ‘always on’ insight reporting on the demand landscape of each CMC brand (Argos, Argos for Business, Tu@Argos, Habitat, Sainsbury’s Retail) ensuring that reports are standardised, accurate, up to date, relevant and clear
Proactively keep each business area informed of “what’s changed”
Produce deep dive insight into customer pain points
Map and maintain CMC customer journeys and associated insights
Enhance the analytical capability of the Insight team to build a more predictive/prescriptive/future focused suite of outputs

Prepare standalone reports or insight feeds into wider projects through working across a broad range of data sets from speech analytics, complaints, livechat/social media/e-mail and text analytics, MI and Customer Satisfaction Survey and other relevant data
Present root cause analysis to identify/bring to life specific customer issues/reasons for dissatisfaction/causes of demand and works to maintain a mechanism for easily engaging peers in Quality, Coaching, the Operation to support this process
Demonstrate how my output has enabled the Head of Customer Insight and the Customer Insight managers to drive action in the CMC to…

…make it easier and more personal for our customers to deal with the CMC (reduce customer effort/increase satisfaction and advocacy)
…grow incremental, profitable revenue via our sales through service culture
…act on my insight to eliminate customer pain points
…and in turn demonstrate how the CMC should continue to invest in the Customer Insight team

What I need to know

The breadth of the role is relatively wide from a technical perspective as I must be able to work with/deliver technical specialism in terms of the creation, quality checking, analysis and reporting of insights from a range of data sources (including speech analytics, complaints, livechat/social media/e-mail and text analytics, customer satisfaction survey data, operational performance data, etc.). I should:

Have the ability to plan, manage and prioritise my workload to ensure insight is delivered on time, in full in support of building my and the team’s credibility/impact
Be passionate about the business impact of analysis and customer insight/ensuring companies act in a customer focused but commercially balanced way
Be able to work with large, complex data sets and an ability to comment on/question data
Have experience of and a growing knowledge of basic analysis and modelling techniques
Be curious and proactive in the search for improving the way the team works and the tools we use
Have experience of engaging stakeholders to shape insight briefs, update them on the progress of my analysis and debrief findings


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