Customer Analyst - musicMagpie

Job Overview

At music

Magpie, our Customer team is right at the heart of understanding how our customers feel, why they contact us, and how we can make their experience even better. From analysing customer interactions to uncovering insights that can shape product and process improvements, this is a role that helps us reduce contact, boost satisfaction, and deliver brilliant experiences every time.

As our Customer Analyst, you’ll work closely with the wider Customer Experience team and report into our Customer Experience Manager. You’ll turn data into meaningful stories, help us identify root causes, and support the business in making impactful, customer‑centric decisions.

We’re a fast moving business, and you’ll play a key role in helping us constantly improve how things work, always keeping the customer at the centre.

• Evaluating customer interactions to identify contact drivers, themes, sentiment and opportunities for improvement.
• Analysing customer feedback and translating it into clear, concise reports that highlight trends, pain points and recommended actions.
• Raising internal investigations where processes need tightening to ensure customers experience a smooth, hassle‑free journey.
• Helping to grow automation capabilities to reduce wait times and improve customer satisfaction.
• Maintaining accurate documentation for workflows, system configurations and change requests to support internal teams.
• Presenting insights and opportunities to stakeholders to help shape strategic priorities and continuous improvement.

• You’ve got experience in customer insights, data analysis or a similar role.
• You’re naturally analytical, curious and great at interpreting customer behaviour.
• You’ve got excellent written and verbal communication skills— you know how to turn complex data into simple, meaningful insight.
• You’ve got strong attention to detail and can juggle multiple tasks without dropping the ball.
• You take a proactive, questioning approach and love identifying opportunities to improve processes and customer journeys.

music

Magpie is the surprisingly quick and easy way to declutter and get cash for your stuff, which is why millions of people use us every year to sell their mobile phone, games consoles, tablets, smartwatches, CDs, DVDs, Games, Books, Blu‑Rays & much more. We've paid hundreds of millions to our happy customers - the smart, sustainable and trusted way to shop and sell.

As a pioneer in the circular economy, we’ve built a trusted platform using our circular model of recycling, refurbishing, reselling and renting products to give tech a second life and help to reduce e‑waste on a massive scale.

• 28 days holiday (inclusive of Bank Holidays)
• Holiday purchase scheme on top of your above statutory allowance!
• Salary sacrifice pension scheme
• Share save scheme
• Discounts across the music
  
  Magpie product range
• Making a difference - 2 days paid leave for volunteering at a charity of your choice
• Health & wellbeing - Employee Assistance Helpline (EAP) & access to mental health first aiders and much more