Customer Insight & Reporting Analyst

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:

• After completing your probationary period, you'll receive 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

The Customer Insight & Reporting Analyst will join a new team responsible for setting up reporting processes and being the voice of our customers. The reports encompass a variety of metrics including, but not limited to, Medallia data, YouGov data, qualitative research and Euromonitor. The Customer Insight & Reporting Analyst needs to be a confident communicator who can influence stakeholders effectively, prioritise demands, and maintain a collaborative and positive work environment.

• Respond to and manage requests for customer insight through a variety of data sources. Proactively sharing key insights to aid the understanding and management of the M&S International business.
• Take ownership of weekly reporting ensuring we have a tight grasp of trends for the week as it unfolds by actively reviewing data, conducting deep dives and staying abreast of major activities across the business.
• Develop and implement a prioritisation framework to deal with different requests from teams that they interact with and collaborating with stakeholders to understand insight needs and translate them into actionable reports.
• Ensure insights are easily accessible and logically organised within the International Customer Insight hub.
• Identify and address potential issues or bottlenecks in the insight delivery process as early as possible.
• Foster a collaborative and supportive team environment to enhance productivity and morale.
• Continuously seek opportunities to improve insight processes and methodologies to speed up repetitive tasks.

Who you are

• The ability to communicate effectively and work collaboratively with colleagues at all levels.
• Excellent analytical and problem-solving abilities - someone who can spot trends quickly and shift focus to the most important insights.
• Strong proficiency in PowerBI, Excel, experience with data visualisation tools and previous experience working with Medallia data, YouGov data, qualitative research and Euromonitor.
• Ability to prioritise and manage multiple demands effectively with strong communication skills, capable of setting expectations and providing clear updates supported by PowerPoint summaries.
• Collaborative approach to working with stakeholders and team members across M&S International, franchise partners and beyond.
• Ability to work under pressure and manage high-demand situations.
• Familiarity with Marks & Spencer data systems and reporting requirements is highly desirable.

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.