Customer Experience jobs in United Kingdom

And there’s no feeling like helping people create the joy of feeling truly at home. At Dunelm, that’s what we do. We’re the UK's number one choice for homewares because we make home life lovelier for our customers. And the caring and supportive culture we've created makes this a place you'll feel right at home too.

We are the UK’s Number One homewares retailer offering c85,000 products building a consumer-focused total retail business that delights customers through our multichannel operation.

We are ambitious in our plans to drive further expansion of the business to more customers, shopping more frequently, with more choice, enhanced digital and physical services, and new capabilities to innovate and operate at pace in a fast-changing landscape. In developing the business for the long-term benefit of our customers, we are investing in our supply chain, stores and technology to improve the customer proposition as we move forward.

Are you looking to play a role in the Data & Insight transformation journey of a successful and fast-growing omnichannel retailer? It’s an exciting time at Dunelm, the UK’s biggest homewares brand, as we look to grow our talented Analytics team in order to achieve our mission to put data and insight at the heart of decision making across the business.

We are seeking a Senior Analyst to join our Customer and Performance Analytics team. This role will drive business decisions through understanding the customer behaviors across website and stores, both at Dunelm and among our competitor set. You’ll generate insights and recommendations to drive business strategy and decisions, ensuring we’re putting the customer at the heart of everything we do with a strong focus on customer experience and continuous improvement.

• Support on weekly trade reporting to ensure stakeholders are fully informed on customer performance each week
• Provide data-driven insights that unlock understanding of business performance drivers and inform key trading decisions
• Collaborate across the Insights & Analytics team to ensure two-way communication on key insights impacting business decisions and vice versa
• Build a thorough analytical understanding of the methodology, measurement and reporting of Dunelm’s customer satisfaction (CSAT) survey programme
• Work closely with the Research team to integrate data driven insight and customer research from the CSAT programme
• Develop and maintain dashboards, reports and presentations to communicate CSAT performance clearly and effectively
• Work with the Data Product and Engineering teams to define data products needed by your team to enable insight, as well as data needs from external providers to give a more holistic view of customer trends
• As a key member of the Insights & Analytics team you’ll play an important role in contributing towards the culture, as well as being an advocate for data, insight and the voice of the customer throughout the business

• Experienced in interrogating data and using analytical skills to tackle business problems, preferably in a retail environment
• Strong commercial instinct and business acumen
• Collaborative, with excellent communication skills and an ability to build relationships with senior stakeholders
• Ability to synthesise data and insights from multiple sources (including internal and external market data) in order to bring together a succinct story and make tangible recommendations
• Adaptable, proactive, and thrive on working in a fast-paced environment
• Experience or understanding of quantitative research methodologies advantageous
• Experienced in exploring large datasets, with proficiency in SQL. Knowledge of Python, R or another major programming language is a plus
• Degree in Maths, Stats, Economics, Computer Science, Physics or a related field; or equivalent related professional experience

• Competitive Basic Salary
• Up to15% bonus
• Dunelm Discount Card of 15% (across our 100k+ products, including sale items!)
• Sample sales days exclusively for Dunelm colleagues
• 25 days holiday + Bank Holidays + 1 day for Birthday +1 day for Charity + 1 day off for moving house.
• Access to online discounts at various other retailers and organizations.
• Flexible hybrid working with a base in Leicester