Your new role

The Customer Insight Team is responsible for understanding customer needs, preferences and behaviour throughout the sofa purchase cycle. The primary purpose of this role is to:

• Continually develop our understanding of the current and ideal customer journey from awareness to purchase and beyond, by combining commercial and customer data with primary market and consumer research

• Own the customer journey mapping process, and deliver insights that will help internal and external teams to make decisions that will  improve the customer experience

The Customer Experience Insight Analyst will be a customer champion who is passionate about delivering the best possible experience across all parts of the customer journey. They will be a natural evidence seeker, with an analytical mindset who enjoys getting stuck into the data, but is also capable of creating narratives and building relationships at all levels across the business.

A day in the life of...

• Own the day-to-day management of our voice of the customer programme, including regular and ad-hoc reporting.

• Use additional data and primary market research to develop our understanding of the current customer journey and identify opportunities to improve it

• Make recommendations to improve the customer experience and work with stakeholders across internal teams to develop and track action plans

• Build relationships across multiple departments within Sofology and DFS group, and our external data and research partners.

• Continual monitoring of the customer journey and documenting changes in processes that affect it

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In an ideal world...

• A degree in a relevant subject, and previous work experience in a research or  analytical role

• Data literate and numerate.  Advanced Excel skills are essential.

• Experience of managing customer research programmes and/or working with analytical packages

• Experience of customer journey mapping  in a retail business would be advantageous

• Excellent verbal and written communication, including data storytelling, visualisation, and presentation skills

• Curious, inquisitive and customer-focused approach

• Good commercial awareness and problem solving abilities

• Self-motivated and able to work both independently and within a collaborative team environment, building strong working relationships with internal and external stakeholders

• Excellent attention to detail and the ability to manage several projects simultaneously.

Pay and Perks

• A great basic salary & a very generous team bonus
• Professional Qualifications Learning & Development
• Next generation programme 30% discount across the group & 15% for friends & family
• High street Discounts with 100’s of great brands
• Contributory Healthcare Pension 
• Your Lawyer
• Employee Assistance Programme for all colleagues & your household
• Enhanced Maternity & Paternity Pay
• Discuss flexible working & part time opportunities

A little about Sofology

At Sofology, sofas are SO our thing - but so are our people! In fact, people are our greatest asset and that’s why we are completely committed to our ED&I strategy, So For All. We are working passionately with all of our colleagues across the business to learn, understand and be completely enthralled into continuing to make Sofology an equal, diverse and inclusive place to work.

It’s important to us to make sure that we don’t just look for new talent to ‘fit in’ with our culture, but instead, we look for incredible talented colleagues to ‘add’ to our wonderful culture.

Sofology