Location
London (minimum four days per week onsite)

Hours
Full Time

Salary
Negotiable

About the Role
At Burberry, creativity opens spaces. We unlock the power of imagination to push boundaries and open new possibilities for our people, customers and communities. As a purposeful, values-driven brand, we are committed to sustainable luxury, driving industry change and championing our communities.

The Client Experience & Insights Analyst plays a key role in understanding customer sentiment and identifying opportunities to enhance the end-to-end customer experience. Working closely with Customer Service, Global Client, CRM, Digital, IT and other business functions, you will transform customer feedback, operational and commercial data into actionable insights that drive customer satisfaction, loyalty and business performance.

This role is responsible for Customer Experience reporting, Voice of Customer (VoC) programmes and quality monitoring, while supporting customer experience systems, data integrations and transformation initiatives. You will own and develop reporting including NPS, CSAT and VoC, analyse data to identify trends and root causes, lead quality monitoring programmes globally, and create executive dashboards and presentations to inform senior stakeholders.

You will partner with cross-functional teams to support strategic initiatives and continuous improvement, act as a subject matter expert for customer experience systems implementations and integrations, and drive enhancements in measurement, reporting automation and data integration to support customer-centric decision-making.

Experience
- Proven experience within Customer Experience (CX), NPS, CSAT, Voice of Customer (VoC), customer insight reporting and satisfaction programmes
- Strong analytical skills with the ability to interpret complex data, identify trends, root causes and opportunities, and translate findings into actionable business recommendations
- Advanced Excel and PowerPoint skills, capable of analysing data, creating impactful visualisations and delivering executive-level presentations
- Experience with customer feedback platforms such as Qualtrics, Medallia or similar VoC tools
- Experience developing dashboards and reporting solutions using analytics platforms including Tableau
- Strong interest and experience in customer experience technology, data architecture and systems integration, supporting implementation, migration or transformation projects
- Experience with Salesforce and customer service technologies is advantageous
- Strong communication and stakeholder management skills, with the ability to influence and build effective relationships across global cross-functional teams

About you
Proactive, highly organised and adaptable with strong attention to detail and the ability to manage multiple priorities in a fast-paced environment. Experience within luxury retail, retail, ecommerce or customer service environments is preferred, with an understanding of luxury customer expectations and service excellence.

Qualifications
Not explicitly stated; relevant experience and skills in customer experience analytics and reporting are essential.