Our Customer Care vision is to deliver a frictionless service proposition, whereby through locally relevant, digital first interactions, we deliver truly value-led experiences. The quality of our Customer Care and the after-care experience is core to our brand proposition. This is underpinned by our Customer Experience Principles which are fundamental to our transformational journey. Our principles guide us in what our “fashion-loving twenty-somethings” care about the most when it comes to help and support and are embedded in everything that we do. 

The Insights and Analytics function provides BI reporting, Statistical analysis, predictive modelling and advanced analytics services to Customer Care. We provide our operational and transformative teams with an empirical advantage through the provision of a large suite of self-service reporting, the creation of ad-hoc insights, the development of deep knowledge that drives change and many other data-lead services. 

We help our colleagues ensure that changes are quantifiable and built on robust, evidence-based, argumentation. We help ASOS iterate towards better, more efficient, service through a constantly developing analytics. We’re fortunate to have access to some of the latest tooling and team-members are empowered to solve analytical problems in the most effective way. We’re proud to report that of all the teams in Customer Care the I&A team recorded the highest engagement scores. The I&A team is constantly changing and evolving, and our team members highlighted the training and development availability in the I&A team as a particular highlight of the team experience. 

THE ROLE 

The Insight Analyst is responsible for the successful delivery of insight projects within ASOS Customer Care. They will need to work in an agile fashion, constantly reviewing priorities and adding value through insight across multiple projects, moving quickly and actively communicating to maintain contact with a large number of stakeholders.  

The Insight Analyst will take full responsibility for the production of insight and will report directly into the Head of Insights and Analytics participating in the development of a strategic roadmap that continues to push Insights in Customer Care forward. They will manage every moment of delivery from understanding the requirements or opportunity through to the production of insight and the monitoring of resultant business activity. They will work with the rest of the I&A team, technology teams and other intelligence-based teams to craft best-in-class insight services. 

The Insight Analyst will be expected to deploy statistical and analytical techniques to produce meaningful evidence-based recommendations. They will drive forward the operational and transformational agendas within customer care through the provision of highly deployable information and ensure that changes within the business are well understood, tested and quantified. 

The Insight Analyst will work closely with the Analytics Manager to transform insights into regular reporting and to acquire new data sources that can be utilised to develop richer information. They will help to define the ways in which the insights workflows are managed to ensure that the highest value opportunities are pursued first. The insight manager will also work with the wider analytics team to ensure that good tooling investments are made and that the methodologies within the I&A space remain as applicable and current as possible.  

What you’ll be doing… 

• Develop insights that support the strategic objectives of ASOS Customer Care with a specific focus on the deployment of the new chatbot capability in CC. 
• Create insights outputs as an individual contributor whilst maintaining the productivity of the team.  
• Drive business improvements through the deployment of analytical methods and continued monitoring.  
• Keep ASOS CC I&A up to date by demonstrating domain expertise and driving the adoption of the latest business practices.  
• Working and collaborating with multiple teams in Customer Care and beyond to deliver successful business changes.  
• Staying up to date with industry and domain expertise to continually develop the capabilities of the I&A function. 
• Ensuring that all projects that the insights function are engaged in are documented and planned with reasonable timescales. 
• Adding value to projects by proactively engaging and assisting through the imposition of empirical methodologies.  
• Ensuring projects are delivered on time and to budget, pulling on both Waterfall and Agile project practices. 
• Producing end to end delivery plans that ensure operational rollouts and service transition are managed effectively. 
• Managing senior business stakeholders and building relationships with sponsors to facilitate a partnership approach and to encourage open communications. 
• Producing reporting on all projects you are managing and give status updates to senior leadership at programme boards and steering committees.   
• Working closely with other teams to identify and manage cross-functional dependencies.  

We’d love to meet, someone with… 

• Contact centre experience with a specific focus on chatbots and automation analytics. 
• Strong analytical hard-skills such as SQL, data-visualisation, Python, PowerBI and statistics. 
• Technical degree or equivalent industry experience as an individual contributor in the analytics space. 
• Strong communication and stakeholder management skills with experience in Agile environments.  
• Experience in delivering digital contact centre capabilities such as automation, AI and chatbots.   
• Experience in working closely with senior stakeholders to manage change and ensure communication and expectations are clear at all times. 
• Excellent communication skills, with the ability to engage and influence stakeholders across all levels and functions, internally and externally. 
• Experience of working in a fast paced, ever changing environment. Multi-Site contact centre and operational analytics is preferable.  
• Proven ability to multi-task several sometimes conflicting priorities. 
• A customer and results focused mindset. 
• Experience in test-and-learn environments and ROI/impact calculation.