Summary

This role works within the Customer Experience team, who are accountable for ensuring that the business is customer obsessed and constantly looking to uncover how to drive loyalty among our customers, based on what they are thinking, what they are feeling and what they need from us. The team plays a pivotal role in shaping how we design our products, services and experiences, making sure that they deliver value for our customers, and keep them shopping with us time and again.

In this role, you will support the day-to-day running of our Voice of the Customer (VoC) programme, ensuring that the business is measuring the right things, then analysing and acting on the insight to drive improvements for our customers., and connecting it all back to business outcomes. You will be the primary point of contact for Medallia (our Voice of the Customer platform) and act as a Centre of Excellence for technical queries/questions/access requests. You will also be responsible for fostering a self-serve culture across the business by coaching and empowering teams to extract insights from the platform on demand.

To stay close to customers, we expect our support teams to come into the office three days a week. We think that learning comes from working alongside each other, and that spending time with our teams makes us more creative and connected. It also means we can solve problems as soon as they arise, build trust, and get closer to our colleagues.

What's In It For You

Being a part of M&S is exactly that – becoming a part and playing your part. We’re an inclusive, dynamic, exciting, and always evolving business built on core values. 

Here are some of the benefits we offer that make working for M&S just that little bit more special…

• 20% colleague discount across all M&S products and many of our third party branded products for you and one member of your household.
• Competitive holiday entitlement with the potential to buy extra holiday days.
• We have discretionary bonus schemes depending on your role and our business performance.
• Get cover for twice your salary up to age 70 (double with our Pension Plan).
• We’ll help you save through our Pension Savings Plan, Share Buy and Sharesave schemes.
• Save on everyday costs through discounts and offers and get access to great health benefits.
• Bike/accessory hire with Cycle to Work and save on tax and national insurance.
• Buy the latest technology with interest-free financing directly from your salary.
• Get access to resources to support your wellbeing, including a free virtual GP service. 
• Support your favourite charities by donating through your pay or volunteering for them.

Industry-leading maternity, paternity, adoption and neo-natal policies, providing support and flexibility for you and your family.

What You'll Do

• Contribute to the monthly Medallia platform development cycles, formulating opportunities to evolve approaches and methodologies, with a focus on creating a seamless user experience for our user base
• Maintain BAU programme activities (sample maintenance, Text Analytics updates, data ingestion into our data lake) whilst continually looking for opportunities to optimise process and further enrich the data collected, creating better insight and analysis opportunities
• Support in analysing NPS trends NPS trends, helping to build an understanding of their drivers, working with relevant teams to contexualise the findings, and then offering recommendations on how M&S can improve (including presentations to teams where required)
• Manage the ad-hoc survey process, capturing requirements from relevant teams and prioritising requests based on estimated value to the business/our customers and resource capacity within the Voice of the Customer team
• Manage the internal CX hub, with a focus on driving engagement through regular comms activities (monthly newsletter, lunch and learn events, external thought leadership curation etc.)
• Act as a Centre of Excellence for Medallia (our Voice of the Customer platform) and point of contact for queries/questions. Foster a self-serve culture across the business by coaching and empowering teams to self-serve on the platform
• Drive utilisation of the Voice of the Customer programme within Digital Product by partnering with portfolio teams to create tools, resources and insights to support Product delivery
• Build awareness survey best practice among colleagues through comms activities to help drive response rates, manage the coordination of all feedback actions and follow up with colleagues to inform them of the actions taken
• Continually look for opportunities to evolve approaches and methodologies, adapting to the specific requirements and customer needs across different journeys, missions and propositions

Who You Are

• Strong organisational skills with an eye for establishing operational process and routine. An ability to manage multiple workstreams simultaneously and to perform under pressure
• Drive, passion and energy to get things right for our customers, whilst inspiring others to do the same
• A strong customer understanding, empathy and intuition, with the ability to put yourself in our customers’ shoes
• The ability to able to achieve through others, building a network of allies to help deliver change and resolve issues quickly and efficiently
• Comfortable working with a broad set of stakeholders, understanding their motivations, adapting influencing styles when required and a willingness to effectively challenge where appropriate
• An understanding of the latest trends shaping the broader market and customers’ expectations, and what that means for the experiences we deliver as a business 

Everyone's Welcome

M&S is ready to push boundaries to lead the retail industry into a greener, speedier, more inspiring digital era. That’s why we’re revolutionising how we work and offering our most exciting opportunities yet. There’s never been a better time to be part of our team. Marks & Spencer aims to be an inclusive organisation, trusted and admired by our colleagues, customers and suppliers. Join us and make an immediate impact.

We are committed to an active Inclusion, Diversity and Equal Opportunities Policy, which starts with our recruitment and selection process, and we are happy to talk flexible working.

If you consider yourself to require reasonable adjustments to any part of our recruitment process, we invite you to share those requirements with us when completing your application. We will make every effort to ensure your needs are met to provide a fair and transparent process of assessment.

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