Customer Feedback Analyst

Vacancy Information

We have a fantastic opportunity to join the Retail Analytics team at Greggs and really help to understand what customers are telling us, why it is happening and what Retail should do next to adapt to feedback.

We can offer you:

• 21 days (4.2 weeks) annual leave, pro-rated, increasing with service, plus bank holidays and 1 additional floating day
• Colleague discount, up to 50% off our own-produced products
• Pension scheme with matching employer contributions up to 7%
• Paid breaks
• Free hot drinks while on a shift break
• Profit share: We want everyone to share in the success of the business, so we distribute 10% of our profits to all our colleagues who have at least 6-month service, or more, each year
• Share save schemes that let you buy discounted Greggs shares, by saving a set amount of money over a fixed time, to have an even bigger share of our profits
• Career progression and learning and development
• Employee Assistance Programme; A free, confidential helpline, offering advice and support with financial, relationship, work-related and wellbeing issues, 24 hours a day, 365 days a year. Including a mobile app providing a range of wellness content on physical, mental, social, and financial wellbeing
• Perks and savings, such as digital gift card discounts, online cashback, in-store and online coupons and lifestyle offers
• A company who cares about our communities; the environment and being a better business!The Greggs Pledge
• Colleague Networks - internal groups where colleagues and their allies can share their own experiences, offer feedback on the way we do things at Greggs, and provide support to one another

About the role

• This is a full-time role (35 hours per week) however flexibility in this will be considered
• We know that having a work-life balance is important, so we offer our colleagues as much flexibility as possible in line with the needs of their role
• The base location for this role is Greggs House, Quorum Business Park, Newcastle Upon Tyne, NE12 8BU

What you'll do

As Customer Feedback Analyst you will:

• Analysing complaints, compliments, queries, suggestions and customer satisfaction results
• Identifying recurring themes, emerging issues and differences across shops, areas, products and customer channels
• Combining customer feedback with operational and commercial information to understand likely causes and customer impact
• Producing regular reports, dashboards and analysis for Customer Care and the wider business
• Supporting with developing and maintaining Power BI reports that make customer information easier to access and understand
• Finding the story within the data, ensuring data is communicated effectively within the context of Retail Initiatives and drive commercial performance
• Working with AI tools to be able to analyse data, identify trends, build reports and analyse outputs
• Checking the accuracy and consistency of customer data, measures and reporting
• Explaining findings clearly to colleagues and recommending practical next steps
• Working with teams across the business to follow up important findings and support improvements

About you

You will fit right into this role if you can demonstrate:

• You are someone with a numerical background (e.g. A-Level Maths/Sciences etc.), an analytical mindset and desire to learn and develop within the role
• Strong analytical and problem-solving skills
• Strong Excel skills
• Experience working with large datasets and information from more than one source
• The ability to identify trends, investigate causes and reach clear conclusions
• The ability to turn analysis into practical recommendations
• Good written and verbal communication skills, with confidence presenting findings to different audiences
• A careful approach to data quality, accuracy and documentation
• Confidence using tools such as CoPilot to help analyse large volumes of customer feedback, while checking findings against the original data and critically auditing the conclusions drawn
• An interest in customer behaviour and the factors that affect customer satisfaction
• Want to develop and are ready to work alongside some great people and have lots of fun on your Greggs journey!

Desirable experience includes:

• Experience working within Retail functions, analysing Customer feedback, customer insight or customer experience metrics
• Working with customer satisfaction measures, survey results or free-text feedback
• Strong Power BI skills, including Power Query (M), DAX and dashboard creation. As well as some experience with third-party Power BI tools such as Tabular Editor and ALM Toolkit

About Greggs

Here at Greggs, we love what we do, and we have fun! What makes us so special is our culture - how we behave and support each other. Everyone's welcome at Greggs. Whatever their background, preferences or beliefs we want all of our colleagues to feel welcome and able to be themselves at work. You canGreggs Careers | About Greggs.

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Salary

Up to £28,396 per annum, depending on experience

Working conditions

Contract: Permanent Monday to Friday, however some flexibility may be required

Pay frequency: Annual