Client Experience & Insights Analyst (London, , GB)

Burberry
London
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementSkills: ["Communication","Stakeholder management","Influencing relationships","Analytical thinking","Proactive organization"]

Own customer experience reporting and Voice of Customer (VoC) programs, translating NPS, CSAT, feedback, and operational/commercial data into actionable insights. Lead internal quality monitoring across global regions and build executive dashboards that clearly communicate trends, root causes, and recommendations. Support customer experience systems, data integrations, and transformation initiatives, including embedded feedback measures, governance, and reporting automation.

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Burberry
Burberry
4 days ago

Client Experience & Insights Analyst (London, , GB)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 23 hours agoStatus: Live

Job Summary

Own customer experience reporting and Voice of Customer (VoC) programs, translating NPS, CSAT, feedback, and operational/commercial data into actionable insights. Lead internal quality monitoring across global regions and build executive dashboards that clearly communicate trends, root causes, and recommendations. Support customer experience systems, data integrations, and transformation initiatives, including embedded feedback measures, governance, and reporting automation.
Location: London
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Own and develop customer experience reporting (NPS, CSAT, VoC), analysing feedback and data to surface trends, root causes, and opportunities.
  • •Lead internal quality monitoring across global regions, partnering with regional teams to analyse insights, drive coaching, and improve quality against the framework.
  • •Develop and maintain executive dashboards, reports, and presentations translating complex information into clear insights and recommendations.
  • •Support the development and enhancement of Tableau dashboards and reporting solutions using data from multiple systems (e.g., SAP HANA, Databricks).
  • •Partner with Customer Service, IT, Digital, CRM and other teams to develop and integrate customer experience systems and data sources, including VoC subject matter expertise for implementations and transformations.

Key Requirements

  • •Experience in customer experience (CX), NPS, CSAT, and Voice of Customer (VoC) programs and customer insight reporting.
  • •Strong analytical skills to interpret complex data, identify trends and root causes, and turn findings into business recommendations.
  • •Advanced Excel and PowerPoint skills for analysis, visualisations, and executive-level presentations.
  • •Experience with VoC/customer feedback platforms such as Qualtrics or Medallia, and dashboard/reporting development using Tableau.
  • •Strong customer experience systems/data interests, including supporting implementation, migration, or transformation projects (Salesforce is advantageous).
Experience:Luxury retailRetailEcommerceCustomer service
Skills:CommunicationStakeholder managementInfluencing relationshipsAnalytical thinkingProactive organization
Tech Stack:TableauExcelPowerPointQualtricsMedalliaSAP HANADatabricksSalesforce

Company Brief

Burberry
British luxury fashion house designing and selling ready-to-wear, accessories, fragrances, and leather goods. Known for its trench coats, distinctive check pattern, and global retail presence across wholesale, e-commerce, and owned stores.
Industry: Luxury Goods
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: London, United Kingdom
Founded: 1856
WebsiteLinkedIn