Customer Experience Insight Analyst

£32,000 to £39,000 plus great benefits (Work Level 6A)
12-month secondment/FTC
Manchester city centre (hybrid working)

We’re looking for a Customer Experience Insight Analyst to join us in Manchester on a 12-month fixed-term contract to use customer insight to help shape and inform decision-making across our Co-op. In this role you’ll work in a hybrid way – splitting your time between home, the office, and visiting our Funeralcare colleagues out in the field (find out more about our hybrid working policy at colleagues.coop.co.uk/hybrid-working-policy).

As a Customer Experience Insight Analyst at Co-op, you’ll analyse customer feedback data from our life services businesses (i.e. Funeralcare, Legal Services, and Insurance) and present your findings back to colleagues. This is a great opportunity to make a real impact on the way we do business; with your insights helping to inform key decision-making across Co-op.

What you’ll do

• Analyse customer feedback data from our Life Services businesses, including Funeralcare, Legal Services, and Insurance – identifying key trends and potential risks
• Make sure insights accurately represent the thoughts, feelings, and behaviours of our customers and members
• Build and maintain customer surveys, results dashboards, and scorecards
• Organise data in terms of our top and low performing stores, customer age ranges, and demographics
• Help to ‘bring data to life’ across Co-op; turning numbers into meaningful insights and dashboards that inform potential improvements to our services
• Present insights back to our colleagues and teams in an engaging and accessible way

This role would suit people who have

• Experience working with Customer Experience data and building dashboards
• Experience presenting data in a clear, accessible, and insightful way using tables, graphs etc
• Good Microsoft Excel skills (e.g. VLOOKUPs, pivot tables, etc)
• Good communication skills, with the ability to translate technical language for a non-technical audience
• Good relationship-building skills, with the ability to influence and challenge people inclusively

Why Co-op?

If you’ve got the skills and experience we’re looking for, we can offer you a competitive salary and great benefits package which includes 30% off Co-op branded products in our food stores (as well as other discounts on Co-op products and services). You’ll also get:

• An annual bonus (based on personal and business performance)
• 28 days holiday (rising to 32 with service) plus bank holidays
• A pension with up to 10% employer contributions
• Access to a subsidised onsite gym (at our Manchester HQ)
• Coaching and training to support your career development
• Wagestream – a money management app that gives you access to a percentage of your pay as you earn it
• YuLife – an app that rewards you for exercising with discounts and vouchers for your favourite brands

Building an inclusive work environment

At Co-op, we’re proud to do things a different way. As one of the world’s largest co-operatives, owned by millions of members, community is at the heart of what we do. Since our Co-op was founded in 1844, we’ve had a clear social purpose, and everything we do as a business helps to build a fairer world for our members, customers, colleagues, and communities.

We’re actively building diverse teams and we welcome applications from everyone. If you have a disability, we can make reasonable adjustments to our recruitment process according to your needs. We’re also part of the Disability Confident scheme, meaning we’ll always offer an interview to disabled candidates who apply through the scheme if they meet the minimum criteria for a job.

We’ll ask whether you’d like to be considered under the Disability Confident scheme when you apply.

If we invite you to take part in the recruitment process for any of our jobs, we’ll ask you if you need any reasonable adjustments to enable you to participate.

You can find out more about our recruitment process at jobs.coop.co.uk/apply-process.

You can find out more about the Disability Confident scheme and all our commitments to diversity and inclusion at colleagues.coop.co.uk/diversity-inclusion-and-wellbeing.

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