Insight Analyst – Brand Health and Customer Satisfaction

at  Kingfisher

Overview:
We’re Kingfisher, A team made up of over 78,000 passionate people who bring Kingfisher - and all our other brands: B&Q, Screwfix, Brico Depot, Castorama and Koctas - to life. That’s right, we’re big, but we have ambitions to become even bigger and even better. We want to become the leading home improvement company and grow the largest community of home improvers in the world. And that’s where you come in.
At Kingfisher our customers come from all walks of life, and so do we. We want to ensure that all colleagues, future colleagues, and applicants to Kingfisher are treated equally regardless of age, gender, marital or civil partnership status, colour, ethnic or national origin, culture, religious belief, philosophical belief, political opinion, disability, gender identity, gender expression or sexual orientation.
We are open to flexible and agile working, both of hours and location. Therefore, we offer colleagues a blend of working from home and our offices, located in London, Southampton & Yeovil. Talk to us about how we can best support you!
As the Insight Analyst you will sit within the Group Customer and market intelligence team, you will work on quantitative consumer research across brand health tracking and customer satisfaction monitoring studies, providing the business with a regular updates whilst working closely our banner teams (B&Q, screwfix, Castorama, etc) about our customers and non-customers – how they perceive us and rate their experiences with us.

What’s the job?:

• Understand factors and context that may influence brand health and customer satisfaction metrics.
• Responsible for the accuracy, thoroughness, quality, and timeliness of reporting insights.
• Contribute towards the development of new analysis and reports that can help democratise insights in the business and promote customer centricity
• Build relationships and collaborate with colleagues in the wider Insights function as well as in other departments such as Brand, Digital, UX, etc.
• Manage changes to customer satisfaction surveys and dashboards (implement, test, QA)
• Identify ways to drive efficiencies and automation to ensure there is more capacity to support in ongoing deliverables/ ad-hoc requests across the team.
• Support the management of the day to day relationship with research agencies and other third-party suppliers.

What you’ll bring:

• Experienced in market research or customer insight (client or agency side)
• Experienced in quantitative research methods, questionnaire design, and data analysis
• Strong data literacy with an ability to extract customer insight from quantitative data
• Experienced in report writing and creating impactful storytelling
• Experience with Microsoft Excel, PowerPoint, and data tabulation tools
• Capability to work on several workstreams at once and prioritise accordingly
• Fluency in written and verbal English is a must, fluency in spoken French (or Polish or Spanish) a plus

Be Customer Focused – constantly improving our customers’ experience

• I listen to my customers
• I use available data to help make decisions

• I own my actions
• I understand the Kingfisher plan and how it relates to my rol