Market Research Analyst
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In a nutshell
Our people are game changers who see the world differently. Acting as a loud and proud voice for positive change for our people, places, and the planet, they’re not afraid to roll up their sleeves to take on the big things while never forgetting the importance of the small details. So, if you’re ready to take your career to new heights, read on.
As the Market Research Analyst for the Voice of the Customer you will play an integral role in translating our customer feedback into clear insights and implications for the business, helping to drive positive change and support the business in achieving its goals.
Day to day
• Analysis of both quantitative and qualitative customer feedback to provide actionable insights
• Communicating insights to key stakeholders through engaging presentations
• Championing the VoC programme throughout the business, supporting stakeholders to self-serve on dashboards
• Working cross-functionally to answer business challenges and drive change, specifically managing stakeholders in the customer journey and Operational teams, ensuring that the VoC programme is continually providing the inputs to aid their decision-making
• Ensuring that insights support continual improvement of our customer experience and improvement in our NPS scores
• Contributing towards the development of the customer feedback program including survey maintenance, regular reporting, dashboard development and ad hoc analysis requests. Identify areas to improve measurement quality and response rates.
• Maintaining the question and survey libraries and reference tables
Your Experience
You might come from a similar role in a corporate organisation or perhaps from a Market Research agency.
• Highly numerate with experience of data manipulation and using relevant analytical tools including Excel & / or PowerBI
• Need to be confident preparing PowerPoint presentations, with an eye for detail and design
• Experience in using previous online VoC survey design and reporting tools such as Foresee, Medallia, Qualtrics, SurveyMonkey etc would be an advantage
• Ability to connect the dots to paint the full picture and translate findings to non-technical partners (telling the story not just reporting data). Being able to think creatively and question/challenge where required
• Have strong teamwork skills with an ability to optimally work with a broad range of customers
• Ability to prioritise and deliver to tight timescales
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