Owner Experience Analyst

Competitive + Bonus + Free On-site Gym

Malmesbury, United Kingdom

Description

The Owner Experience team at Dyson are focused on driving world class execution to help owners get the best from their technology.  To support this, robust measurement and understanding of the customer experience across key touch points is critical; identifying opportunities for improvement that positively galvanize the customer relationship and make our owners happy.  Our global ‘Voice of Customer’ feedback programme is steadily growing, with an emphasis on NPS (Net Promoter Score) as a lead indicator of performance and global KPI.  Our ambition is to listen, act and learn across all key channels. Driving an owner focused culture into the core of the business.

Market Overview

Dyson HQ, is tucked away in the Wiltshire countryside, our secluded location helps us to protect our ideas and stay independent-minded. The growing campus is the heartbeat of Dyson. Benefitting from an onsite Gym, sports pitch, multiple cafes and a nature walk. Over 2,000 people, including James himself, spend their days strategizing, inventing technology and telling the Dyson story to the world.

Function Overview

The Group Owner Experience team drives strategic and tactical business initiatives in the pursuit of high quality execution across all owner touch points, turning one time Dyson buyers into lifelong Dyson advocates. The function is a multi-disciplinary team encompassing CRM, customer service and insight specialisms, driving towards a consistent global operating model.

Accountabilities

Your key responsibility is to design, test and deploy customer feedback surveys and email invitations within Confirmit platform. You will be continually seeking ways improve, use additional functionality and build enhancements into long term road map.  Become Dyson’s in house Confirmit expert. You will be in control of the survey ‘engine room’ - daily operations for targeted surveys (following specific customer interactions), ensuring CRM feeds remain stable and sample targets are reached.  Adeptly manage changes with IT solutions/colleagues as required.

 

You will be using Confirmit Reportal functionality to build and maintain online dashboards for Group and Market level reporting.  Work with stakeholders to define requirements and optimise for business needs. As well as creating presentations of findings, share insights and keep the business informed of key learnings and developments.

The Ownere Experience Analyst will expand the programme globally; activate new markets, develop and protect best practice along the way. Conduct ad hoc analysis of feedback data and fulfil data requests as needed (supporting both Group function and market needs).

 

You will Work cross-functionally and build relationships within Quality team, Group insight, Market insight, Digital analytics and other stakeholder groups – share best practice, support and collaborate to drive insight generation and improved outcomes for the owner.

Skills

You will be degree qualified, ideally in a numerate, scientific, technology or digital discipline.  You’ll be comfortable working with data collection/analysis software and have strong attention to detail.  Whilst training and day-to-day support will be provided, you’re someone who can work independently, proactively solve problems and strive for high quality delivery.  You’ll need a certain amount of confidence, character and commercial awareness as you build relationships and ways of working across a global matrix structure.

Whatever your background, you’ll have a keen interest in research methodology and its application in the field of customer experience.  You’ll be curious to explore data and its use in business decision making.  Knowledge of HTML, CSS and Javascript is desirable, but not essential.  Any experience working in common survey / data analysis platforms (E.g. Snap, SPSS, Qualtrics, Survey Monkey) would also be beneficial, but not a prerequisite.  

Benefits Overview

Dyson monitors the market to ensure competitive salaries and pension contributions. Beyond that, you’ll also enjoy a company bonus and 27 days annual leave. But financial benefits are only the start of a Dyson career. Rapid professional growth, leadership development and new opportunities abound, driven by regular reviews and dynamic workshops. And with a vibrant culture, flexible working hours, the latest devices and a relaxed dress code reflecting our engineering spirit, it’s an exciting team environment geared to creativity, innovation and ambition.

Posted: 27-Mar-2017