Customer Insights Analyst
Competitive + Bonus + Free On-site Gym
The Owner Experience team at Dyson are focused on driving world class execution to help owners get the best from their technology. To support this, robust measurement and understanding of the customer experience across key touch points is critical; identifying opportunities for improvement that positively galvanize the customer relationship and make our owners happy. Our global ‘Voice of Customer’ feedback programme is steadily growing, with an emphasis on NPS (Net Promoter Score) as a lead indicator of performance and global KPI. Our ambition is to listen, act and learn across all key channels. Driving an owner focused culture into the core of the business.
Your key responsibility is to design, test and deploy customer feedback surveys and email invitations within Confirmit platform. You will be continually seeking ways improve, use additional functionality and build enhancements into long term road map. Become Dyson’s in house Confirmit expert. You will be in control of the survey ‘engine room’ - daily operations for targeted surveys (following specific customer interactions), ensuring CRM feeds remain stable and sample targets are reached. Adeptly manage changes with IT solutions/colleagues as required.
You will be using Confirmit Reportal functionality to build and maintain online dashboards for Group and Market level reporting. Work with stakeholders to define requirements and optimise for business needs. As well as creating presentations of findings, share insights and keep the business informed of key learnings and developments.
The Owner Experience Analyst will expand the programme globally; activate new markets, develop and protect best practice along the way. Conduct ad hoc analysis of feedback data and fulfil data requests as needed (supporting both Group function and market needs).
You will Work cross-functionally and build relationships within Quality team, Group insight, Market insight, Digital analytics and other stakeholder groups – share best practice, support and collaborate to drive insight generation and improved outcomes for the owner.
You will be degree qualified, ideally in a numerate, scientific, technology or digital discipline. You’ll be comfortable working with data collection/analysis software and have strong attention to detail. Whilst training and day-to-day support will be provided, you’re someone who can work independently, proactively solve problems and strive for high quality delivery. You’ll need a certain amount of confidence, character and commercial awareness as you build relationships and ways of working across a global matrix structure.