Customer Experience Analyst

Operational Excellence - Guest Insights; Wolverhampton; On-site; GBP 25,000 - 45,000

Job description

We are looking for a Customer Experience Analyst to join our Guest & Operational Excellence function. This is an exciting new role which will be integral to the delivery of our company strategy to be the UK’s number 1 local pub company.

The Customer Experience Analyst will be responsible for gathering, analysing and interpreting guest data to provide actionable insights that enhance guest experience. This role involves working closely with a variety of business teams to identify areas for improvement and support the implementation of strategies and initiatives designed to drive guest excellence and consistency of delivery. This is an agile role, with the requirement to work regularly from our modern offices in the centre of Wolverhampton.

With a new business strategy and even bigger than ever focus on delivering for our guest there has never been a more exciting time to join the business. So, if you’re self-motivated and wish to work in a positive environment for a company that genuinely values and respects its staff – then Marston’s is right up your street. Exciting opportunities like this one really don’t crop up too often; so, don’t delay with your application.

Key responsibilities:

1. Collate and analyse guest feedback from a range of sources (e.g. satisfaction surveys, social reviews, complaints) alongside relevant business data to continually evaluate and improve Marston’s guest experience.
2. Utilise the core business CX platform, Reputation, and other data analytics tools to identify trends, patterns and focus areas for improvement using a combination of quantitative and qualitative techniques.
3. Develop and maintain dashboards and reports to closely track and monitor changes in guest sentiment.
4. Conduct regular industry and competitor benchmarking ensuring intelligence datasets are up to date and accurate.
5. Support key business projects and initiatives with regular analysis, reporting and insights translating complex data into actionable recommendations for improvement.
6. Produce regular reports and presentation decks for senior management and stakeholder teams.
7. Support a variety of stakeholders to build self-serve dashboards and reporting within our CX platform.

What we're looking for:

1. Proven experience in a data analysis or insight role is essential. Experience of working with customer data and metrics would be desirable.
2. Strong ability to interpret complex data and provide clear, actionable insights.
3. Proficiency in Excel is essential, knowledge of Power BI would be highly desirable.
4. Excellent verbal and written communication skills.
5. Effective presentation-building, storytelling and data visualisation skills essential.
6. The ability to work at pace, prioritise as needed and work to multiple deadlines.
7. Positive and passionate approach to problem solving, with the ability to explain findings concisely and clearly to a non-technical audience.
8. Proactive and enthusiastic, with a strong commitment to improving experiences for Marston’s guests.

What you get from us - At Marston’s we put our people first, which is why we offer real benefits alongside the expected, these include:

• Apprenticeship programmes- offering training & development at any stage of your career.
• Enhanced Maternity & Paternity Leave (Subject to 26 weeks service at 15 weeks prior to EWC).
• 30% off in Marston’s pubs and 20% off accommodation through our privilege card.
• Marston’s Cheers Platform (discounts on many high street and online major retailers).
• Share save incentive scheme.
• Employee assistance programme-including various wellbeing support services, a completely confidential 24/7 helpline, up to 6 counselling sessions and more online services.

Come as you are. Personality and passion are so important. No judgement on where you’ve come from, or your story to date, just a need for the right attitude and an ambition that matches ours. We’ll accept you and celebrate you for being you.

We can’t wait to see what we can make happen together.#MarstonsWherePeopleMakePubs