This job is with Marks & Spencer, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.
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All the details
What’s In It For You
Being a part of M&S is exactly that – playing your part to bring the magic of M&S to our customers every day. We’re an inclusive, dynamic, exciting, and ever evolving business built on doing the right thing and bringing exceptional quality, value, service to every customer, whenever, wherever and however they want to shop with us.
Here are some of the benefits we offer that make working for M&S just that little bit more special…
- 20% colleague discount across all M&S products and many of our third-party brands for you and a member of your household.
- Competitive holiday entitlement with the potential to buy extra holiday days!
- Discretionary bonus schemes awarded based on how you achieve your personal objectives and our performance as a business.
- A generous Defined Contribution Pension Scheme and Life Assurance.
- A dedicated welcome to our teams with a tailored induction and a wide range of training programmes to develop your skills.
- Amazing perks and discounts via our M&S Choices portal to maximise your financial and personal wellbeing.
- Industry-leading parental, adoption and neonatal policies, providing support and flexibility for your family.
- Access to a fantastic range of wellbeing support for all colleagues including access to our 24/7 Virtual GP and PAM Assist to support you and your family.
- A charity volunteer day to support a charity or cause you're passionate about through a dedicated day away from work.
What You’ll Do
At M&S, customers contact us over 7 million times per year to enquire about our stores, policies and products. To ensure we offer the best possible service, we need great reports created by colleagues who love to find insights and help us identify areas of success and opportunities to improve.
Responsibilities
The Insights & Reporting Analyst would join an established team working between our Waterside, London Support Centre and our Chester Support Centre to take on the following responsibilities:
- Data Insight Discovery: Gather and analyse data from various channels including Voice, Chat, Email, and Customer Surveys to discover actionable insights.
- Theme and Root Cause Analysis: Utilise hands-on operational knowledge to detect themes and uncover problems and their root causes.
- Operational Insight Requests: Respond promptly to in-day requests for operational insights, enabling stakeholders to quickly understand contact/issue trends and anomalies.
- Operational Reporting: Collaborate with the wider BI team to create professional reports that meet business needs, such as advisor performance tracking.
- Routine Reporting: Assist in the creation of daily, weekly, and monthly reports to share valuable insights within and outside the team.
- Team Effectiveness Improvement: Identify opportunities to enhance the overall effectiveness of the team through knowledge sharing and process improvements.
- Deliver factual, actionable and business-focused data to key business units across M&S, with thought provoking knowledge and insight which will drive change.
- Drive improvements in data capture via the operational teams. Recommend new MI as required.
- Drive improvements in tone, content and format of regular reports, eliminating unnecessary information but delivering concise, sharp, useful data and insight.
- Analyse data to identify previously unseen or emerging trends. Work with the Business Intelligence Manager to identify root causes and report these as required.
- Work with reporting and insight teams across the customer service estate to create holistic reporting into the business.
- Combine information sources across multi-channel sources into regular business updates to communicate the performance of a product or service, putting all insight into context and perspective.
- Demonstrate understanding of the products, processes and services involving customer contact centre service teams and the operation that delivers them.
- Statistical analysis and data mining techniques to identify correlations, validate hypothesis and apply in-business context to improve operational performance.
- Development and publication of dashboards using Visual Analytics techniques.
- Develop the automation of reports to streamline department processes and improve efficiency where possible.
- Work across the wider Business Intelligence Team as required to meet the needs of the business.
Who You Are
- Data Analysis and Reporting: Be able to create easy-to-understand visualisations from large, complex datasets to derive deep insights.
- Technical Skills: Intermediate to Advanced proficiency with Microsoft Excel required. Experience with PowerBI and familiarity with SQL, Python, or other data processing languages/tools is an advantage.
- Problem-Solving: Demonstrate ability to quickly learn new subjects and work with varied information sources to derive recommendations.
- Innovation & Collaboration: Be able to spot innefficiency, put forward suggestions and make change happen through technical skill and persuasive communication (verbal and written). Able to foster collaborative working relationships with a wide range of stakeholders.
- Deadline Management: Be able to work under pressure, managing tasks effectively to meet tight deadlines.
- Quality Assurance: Ensure the accuracy and integrity of systems & data by conducting regular audits and validations.
Everyone’s welcome
We are ambitious about the future of retail. We’re disrupting, innovating and leading the industry into a more conscientious, inspiring digital era. We’re transforming how we work together and offering our most exciting opportunities yet. Marks & Spencer strives to be an inclusive organisation, trusted and admired by our colleagues, customers and suppliers. Join us and make change happen.
We are committed to building diverse and representative teams, where everyone can bring their whole selves to work and be at their best. We support each other and work together to win together.
If you feel you'd benefit from any support or reasonable adjustments during any stage of the recruitment process, please don’t hesitate to let us know when completing your application. This information will be picked up by our team, so we can try and put steps in place to help you be at your best through this process.
