Lead Insight Analyst - Customer Experience

Company Description

We're ASOS. We mix our passion for fashion with our love for state-of-the-art technology, but what's most important is how we can bring out the best in you.

We exist to empower people to be whoever they want to be, and that applies to our staff as well. At ASOS, you're free to be yourself without judgment, and express your creativity in a platform used by millions.

Through our , we're promoting diversity, equity, and inclusion in every aspect of ASOS and ensuring every ASOS employee can be their authentic self at work. We want our team 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'll be responsible for providing insight into the effectiveness of the ASOS customer experience. This will include identifying all relevant touchpoints across the experience and setting up a measurement program for reporting and analytics. You'll be in charge of identifying issues and opportunities and collaborating 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, on all global touchpoints (fully end-to-end)
• Identifying priority customer failures and action areas and working with business stakeholders to develop operational solutions
• Measuring business improvement against customer experience and translating this insight into business performance
• Providing regular reports on the customer experience for senior leadership meetings
• Managing the current and future set of NPS surveys and conducting specific research projects focused on customer experience.

Qualifications

Who We'd Like to Meet

• Strong analytical and insight skills with a proven ability to combine different data sources to offer actionable insight
• Ability to influence a broad network of stakeholders
• Strong SQL skills
• Comfortable working with different data types (structured, digital, research)
• Experience with data visualization tools is desirable (Power BI, Tableau), but not essential
• A strong analytical mindset 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 throughout the business)

• Employee sample sales

• Access to a large selection of LinkedIn learning resources

• 25 days of paid annual leave, plus an extra celebration day!

• Discretionary performance-related bonus scheme

• Private medical care scheme

• Flexible benefits allowance - which you can take as additional cash, or use towards other benefits