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We're ASOS. We blend our flair for fashion with our love of cutting- edge technology, but more importantly were interested in how we can bring the best out of you.
We exist to give people the confidence to be whoever they want to be, and that goes for our people too. At ASOS, you're free to be your true self without judgment, and channel your creativity into a platform used by millions.
Through our Fashion with Integrity strategy we are driving diversity, equity and inclusion across every aspect of ASOS and ensuring every ASOSer can be their authentic self at work. We want our people to be whoever they want to be, because we believe people who bring their best selves to work, do their best work.
Job Description
As the Lead Insight Analyst – Customer Experience, you will be responsible for surfacing insight on the effectiveness of the asos Customer Experience. This will include defining all relevant touchpoints across the experience and setting up a measurement programme for reporting and analytics. You will be responsible for identifying friction and opportunities and working with the business to drive measurable action.
What You'll Be Doing
- Designing and measuring an insight, analytics and research program to understand customer satisfaction across ASOS, across all global touchpoints (fully e2e)
- Identifying priority customer failures and action areas and working with business stakeholders to develop operational solutions.
- Measuring business improvement against CX and translating this insight into business performance
- Surfacing regular reporting on the Customer Experience to feed into senior leadership forums.
- Managing the current and future suite of NPS surveys and running bespoke research projects focussed on CX.
Qualifications
Who We'd Like to Meet
- Strong analytical and insight skills with a proven track record of combining different data sources to surface actionable insight.
- Ability to influence a wide network of stakeholders
- Strong SQL skills
- Comfortable working with different data types (structured, digital, research)
- Use of data visualisation tools is desirable (Power BI, Tableau), but not essential
- A strong analytical approach and a passion for data analysis and problem solving
- Quality, accuracy and attention to detail are critical
Additional Information
What's in it for you?
Employee discount (hello ASOS discount!)
ASOS Develops (personal development opportunities across the business)
Employee sample sales
Access to a huge range of LinkedIn learning materials
25 days paid annual leave + an extra celebration day!
Discretionary performance related bonus scheme
Private medical care scheme
Flexible benefits allowance - which you can choose to take as extra cash, or use towards other benefits
Our Commitments
We want our people to be whoever they want to be. That’s why we’re committed to creating a truly inclusive culture at ASOS, but how’re we doing it?
We’re proud members of Inclusive Companies, are Disability Confident Committed and have signed the Business in the Community Race at Work Charter. We’ve also recently been placed 8th in the Inclusive Top 50 Companies Employer List too.
We have several employee networks that operate as safe spaces, to help support and celebrate our people, find out more here.
How can we support you to be your best self? Our Talent team will be happy to provide support e.g. if you need additional time to prepare for an assessment or you have requirements for any part of the interview/hiring process - just let us know by email or phone, whatever works best for you. It’s also our policy to interview all candidates with a disability who meet the minimum requirements for roles they have applied to.
If you have any questions about the policies we have in place to support our employees (e.g. our parental leave approach), just let our Talent team know.
