Customer Experience Performance Leader - Holland & Barrett International Limited : Job Details

Job Type: Permanent Location: Hybrid Working with 2 days a week in NuneatonHours: 37.5hrsSalary: £Industry Competitive

It's a really exciting time to be at Holland & Barrett. We are investing across all areas of our business with a vision of empowering our customers to live happier, healthier lives. Our mission is to be the leading player in global wellness chosen by millions as their trusted partner for personalised wellness journeys. To achieve this goal, we are embarking on a radical transformation. We are recruiting top talent in all areas of our business, from Finance to Digital Marketing, from HR to IT, as well as new functions around Health and Wellness.

The Role

The Purpose of the Role:   

The CX Performance Lead will play a critical role in providing actionable insights into customer behaviour and their reasons for contacting Holland & Barrett. This role will leverage advanced data analysis techniques, including the latest in AI technologies, to identify trends, improve customer experience, and provide data-driven recommendations to key stakeholders. The successful candidate will be pivotal in driving the strategic decision-making process, ensuring that customer-centricity remains at the heart of our operations.

Key Responsibilities:

The MI Business Analyst analyses customer interaction data to identify patterns, contact reasons, and behaviours. They develop reports and dashboards to provide insights and communicate findings to stakeholders.

The role involves using AI tools to automate analysis, uncover trends, and deliver predictive insights. Collaborating with cross-functional teams, they identify opportunities to enhance the customer journey and reduce unnecessary contact.

They present data-driven recommendations to senior management, monitor the impact of implemented changes, and refine strategies based on performance metrics. Staying informed on AI and data analytics advancements ensures the integration of innovative solutions.

The role also involves ensuring data accuracy, compliance, and security, providing real-time support with weekend shift rotation, leading internal meetings, producing reports, and collaborating across business units to drive financial control and efficiency.

The Person

Key Requirements: 

• Proven experience as a Business Analyst, Data Analyst, or a similar role with a focus on customer insights.
• Proficiency in data visualisation tools such as Tableau, Metabase, Power BI, or similar
• Advanced skills in SQL for data extraction and manipulation.
• Hands-on experience with AI tools and technologies such as Python, R, TensorFlow, or machine learning frameworks.
• Strong understanding of statistical methods and predictive modelling techniques
• Familiarity with CRM systems and customer contact platforms specifically Zendesk, Calibrio and CX Engage.
• Excellent communication and presentation skills, with the ability to translate complex data into actionable insights.
• Demonstrable experience in managing and analysing large datasets to derive business recommendations.
• Knowledge of GDPR and other relevant data protection regulations.

What we offer

Our Benefits for this role include, but not limited to:

• H&B Employee Discount - 25%
• Pension company contribution
• Exclusive benefits, free advice and savings from a range of retailers and providers
• And many more!

We're passionate about helping every colleague thrive across all dimensions of wellbeing, and we're committed to having a diverse and inclusive workplace. In line with our EPIC values (Expertise, Pioneering, Inclusive, Caring), we embrace and actively celebrate all our colleagues' unique and varying experiences, backgrounds, identities and cultures - I am me, we are H&B. 

Holland & Barrett does not accept unsolicited resumes from search firms/recruiters. Please do not forward resumes to our job alias, employees, or any other company location. Holland & Barrett is not and will not be responsible for any fees if a candidate submitted by a search firm/recruiter unless otherwise agreed with respect to specific open position(s).