Customer Feedback Analyst

We have a fantastic opportunity to join the Retail Analytics team at Greggs and really help to understand what customers are telling us, why it is happening and what Retail should do next to adapt to feedback.

We can offer you:

• 21 days (4.2 weeks) annual leave, pro-rated, increasing with service, plus bank holidays and 1 additional floating day
• Colleague discount, up to 50% off our own-produced products
• Pension scheme with matching employer contributions up to 7%
• Free hot drinks while on a shift break
• Profit share:
  We want everyone to share in the success of the business, so we distribute 10% of our profits to all our colleagues whohave at least 6-month service, or more, each year
• Share save schemes that let you buy discounted Greggs shares, by saving a set amount of money over a fixed time, to have an even bigger share of our profits
• Career progression and learning and development
• Employee Assistance Programme; A free, confidential helpline, offering advice and support with financial, relationship, work-related and wellbeing issues, 24 hours a day, 365daysa year. Including a mobile app providing a range of wellness content on physical, mental, social,and financial wellbeing
• Perks and savings, such as digital gift card discounts, online cashback, in-store and online coupon sand lifestyle offers
• A company who cares about our communities; the environment and being a better business!  to read about The Greggs Pledge
• Colleague Networks – internal groups where colleagues and their allies can share their own experiences, offer feedback on the way we do things at Greggs, and provide support to one another

• This is a full-time role (35 hours per week) however flexibility in this will be considered
• We know that having a work-life balance is important, so we offer our colleagues as much flexibility as possible in line with the needs of their role
• The base location for this role is Greggs House, Quorum Business Park, Newcastle Upon Tyne, NE12 8BU

As Customer Feedback Analyst you will:

• Analysing complaints, compliments, queries, suggestions and customer satisfaction results
• Identifying recurring themes, emerging issues and differences across shops, areas, products and customer channels
• Combining customer feedback with operational and commercial information to understand likely causes and customer impact
• Producing regular reports, dashboards and analysis for Customer Care and the wider business
• Supporting with developing and maintaining Power BI reports that make customer information easier to access and understand
• Finding the story within the data, ensuring data is communicated effectively within the context of Retail Initiatives and drive commercial performance
• Working with AI tools to be able to analyse data, identify trends, build reports and analyse outputs
• Checking the accuracy and consistency of customer data, measures and reporting
• Explaining findings clearly to colleagues and recommending practical next steps
• Working with teams across the business to follow up important findings and support improvements

You will fit right into this role if you can demonstrate:

• You are someone with a numerical background (e.g. A-Level Maths/Sciences etc.), an analytical mindset and desire to learn and develop within the role
• Strong analytical and problem-solving skills
• Experience working with large datasets and information from more than one source
• The ability to identify trends, investigate causes and reach clear conclusions
• The ability to turn analysis into practical recommendations
• Good written and verbal communication skills, with confidence presenting findings to different audiences
• A careful approach to data quality, accuracy and documentation
• Confidence using tools such as CoPilot to help analyse…