Client Experience & Insights Analyst

Job description

INTRODUCTION At Burberry, we believe creativity opens spaces. Our purpose is to unlock the power of imagination to push boundaries and open new possibilities for our people, our customers and our communities. This is the core belief that has guided Burberry since it was founded in 1856 and is central to how we operate as a company today. We aim to provide an environment for creative minds from different backgrounds to thrive, bringing a wide range of skills and experiences to everything we do. As a purposeful, values-driven brand, we are committed to being a force for good in the world as well, creating the next generation of sustainable luxury for customers, driving industry change and championing our communities. JOB PURPOSE The Client Experience & Insights Analyst plays a key role in understanding customer sentiment and identifying opportunities to enhance the end-to-end customer experience. Working closely with Customer Service, Global Client, CRM, Digital, IT and other business functions, the role is responsible for transforming customer feedback, operational and commercial data into actionable insights that drive customer satisfaction, loyalty and business performance. The role is responsible for Customer Experience reporting, Voice of Customer (VoC) programmes and quality monitoring, while supporting customer experience systems, data integrations and transformation initiatives. This role is based in our London office and requires a minimum of four days per week onsite. RESPONSIBILITIES Customer Experience Insights & Reporting Own and develop Customer Experience reporting, including NPS, CSAT and Voice of Customer (VoC), providing visibility of customer sentiment, performance and key trends across customer touchpoints. Analyse customer feedback, operational and commercial data to identify trends, root causes and opportunities to improve customer satisfaction, the customer journey and business performance. Own and lead the internal quality monitoring programme across global regions, partnering closely with regional teams to analyse customer insights, identify coaching opportunities and drive continuous improvement in alignment with the established quality framework. Develop and maintain executive dashboards, reports and presentations, translating complex data into clear insights, recommendations and strategic narratives for senior stakeholders. Support the development and enhancement of Tableau dashboards and reporting solutions, leveraging data from multiple business systems and data platforms (e.g. SAP HANA, Databricks) to deliver actionable insights and support customer-centric and commercially driven decision-making. Drive continuous improvement in customer experience measurement, data quality, reporting automation and self-service analytics capabilities. Stakeholder Management & Business Partnership Partner with Customer Service, Retail, Global Client, CRM, Marketing, Ecommerce, Digital, IT and Technology teams to support strategic initiatives, continuous improvement and customer-centric decision-making. Build strong cross-functional relationships and act as a trusted advisor on customer experience performance and Voice of Customer insights. Customer Experience Systems & Data Support the development, integration and optimisation of customer experience systems, platforms and data sources in partnership with IT, Digital, CRM and Customer Service teams. Act as the Voice of Customer subject matter expert for system implementations, integrations, migrations and transformation initiatives, ensuring customer feedback and experience measures are embedded within new solutions. Support the governance and integration of customer experience data across CRM, messaging, contact centre and feedback platforms to enable consistent reporting and actionable insights. Identify opportunities to enhance customer experience measurement, reporting automation and data integration through a strong understanding of customer service technologies and data architecture. PERSONAL PROFILE Experience within Customer Experience (CX), NPS, CSAT, Voice of Customer (VoC), customer insight reporting and customer satisfaction programmes. Strong analytical skills with the ability to interpret complex data, identify trends, root causes and opportunities, and translate findings into actionable business recommendations. Advanced Excel and PowerPoint skills, with the ability to analyse data, create impactful visualisations and deliver executive-level presentations. Experience using customer feedback platforms such as Qualtrics, Medallia or similar Voice of Customer tools. Experience developing dashboards and reporting solutions using analytics platforms, including Tableau, and translating business requirements into meaningful insights. Strong interest in customer experience technology, data architecture and systems integration, with experience supporting implementation, migration or transformation projects. Experience with Salesforce and customer service technologies is advantageous. Strong communication and stakeholder management skills, with the ability to influence and build effective relationships across global cross-functional teams. Proactive, highly organised and adaptable, with strong attention to detail and the ability to manage multiple priorities in a fast-paced environment. Experience within luxury retail, retail, ecommerce or customer service environments, with an understanding of luxury customer expectations and service excellence preferred. Burberry is an Equal Opportunities Employer and as such, treats all applications equally and recruits purely on the basis of skills and experience.