The ultimate goal of the Insight & Analytics team at ASOS is to drive value from data. We partner with stakeholders to solve complex business problems by interrogating, interpreting and synthesising information about our customers, products, onsite experience and marketing, in light of market intelligence and strategic context to generate strategic insights. We ensure our decisions are focussed on fashion loving 20 somethings globally and support our short- and long-term financial targets. We love pushing the boundaries of our technical capabilities and championing a test and learn mindset. The ASOS customer is at the heart of everything we do.

We are also big on development and upskilling – not only will the successful candidate have the knowledge, skills and tools of the wider insight team at its disposal, but they will also have the opportunity to join an accredited data fellowship programme with our partners at Multiverse.

The Role:

As Lead Analyst – Customer Research you will lead on how we use customer feedback to better understand and shape our end-to-end customer experience. This role sits within the Audience Insight team.

Responsibilities:

• Continually advance business understanding of the customer experience and how we can improve what we offer to drive customer advocacy and commercial value

• Lead on how we use NPS to measure customer experience, interrogating movements by customer group and market to identify areas of focus

• Run in-depth analysis on verbatim feedback to uncover pain points to address, partnering with stakeholders across the business (e.g. Customer Growth, Digital Experience, Supply Chain & Operations teams) to shape how we improve what we offer

• Roll out our NPS survey programme across multiple touchpoints in the journey to improve the data we collect and insight we can deliver. Includes engaging stakeholders to ensure the right data is captured and setting out clear data requirements for the tech solution.

• Build out a holistic understanding of the impact of each customer experience touchpoint and their relative impact on overall/relationship NPS

• Lead on how we bring together multiple sources of customer verbatim to see the full picture (touchpoint surveys, App reviews, Trustpilot, etc.)

• Collaborate across the breadth of the Audience Insight, to align on bringing the voice of customer to the business

Skills & Experience:

• Proven experience in verbatim analysis and in running customer research programmes such as NPS
• Strong storytelling and presentation skills, able to communicate complex information concisely and to shape a narrative for senior stakeholders
• Proven experience in building stakeholder relationships
• Strong project planning skills, with the ability to prioritise across stakeholder groups and work under ambiguity
• Confident with quantitative analysis
• Experience with SQL, preferred
• Comfortable in an individual contributor role without a team supporting them