Data Insights Lead

Were looking for a datadriven professional to play a key role in Customer Care at ASOS. In this position youll turn data into actionable insights helping us improve our operation and enhance customer satisfaction. With advanced skills in Excel SQL Power BI and Python youll create compelling insights that influence decisionmaking at all levels of the business.

As the goto expert in the team youll not only deliver highquality analysis but also play a key role in developing the teams technical capabilities. If you enjoy problemsolving collaborating with stakeholders and finding new ways to use insights to drive impact this role is for you.

The Details

• Using a customer focused mindset to understand the levers of operational performance and provide incisive insights to improve key measures.
• Develop compelling insight packs that provides actionable insights for key leaders across the department and business.
• Analyse customer feedback from tNPS CSAT CES and verbatim to identify pain points and improvement areas.
• Assess Average Handle Time Contact Resolution and Queue rates to optimise efficiency.
• Track historical contact driver trends to understand why customers are reaching out and how to reduce unnecessary contacts and repeats.
• Produce proactive insight by identifying improvement opportunities across the whole customer journey and producing PowerPoint decks to support findings.
• Using your awareness of key customer care metrics and industry trends to inform critical insight decisions.
• Create Power BI reports when new insights highlight the need for ongoing tracking.
• Providing full support on A/B trials including best practice suggestions sample size calculations and applying statistical techniques to evaluate performance.
• Analysing customer behaviour patterns such as average spend and retention to inform strategic decision points.
• Establish strong relationships with stakeholders across the department and business including customer experience managers operational leads commercial teams and central data leaders.
• Mentor junior members of the team to ensure their continual development.
• Supporting our culture by championing Diversity Equity & Inclusion strategies.

Qualifications :

About you

• Experience of working in a Customer Care environment (preferable).
• Advanced Excel SQL and Power BI Skills.
• Technical skills with Python including the use of libraries such as NumPy Pandas Matplotlib Seaborn NLTK and Scikitlearn.
• Experience with Databricks (preferable).
• Skilled in using web analysis tools such as Adobe Analytics or Google Analytics.
• Excellent communication skills with the ability to share insight at exec level.
• Knowledge in supporting the successful of A/B trials by providing sample size requirements testing for significance and using statistical techniques to arrive at conclusions.
• Strong commercial awarenessable to connect data insights to business objectives and decisionmaking.
• Adept at using customer clustering methodologies to produce segmentation models.
• Experience using advanced statistical techniques such as linear and multiple regression.
• Able to produce compelling insight packs with PowerPoint and other presentational tools.
• Good project management skills able to handle multiple tasks and manage priorities independently as needed.
• A commitment to continuous learning and skill development.

Additional Information :

BeneFITS 

• Employee discount (hello ASOS discount! 
• ASOS Develops (personal development opportunities across the business) 
• Employee sample sales  
• Access to a huge range of LinkedIn learning materials 
• 25 days paid annual leave an extra celebration day for a special moment 
• Discretionary bonus scheme  
• Private medical care scheme 
• Flexible benefits allowance which you can choose to take as extra cash or use towards other benefits 

Why take our word for it Search #InsideASOS on our socials to see what life at ASOS is like. 

Remote Work :

No

Employment Type :

Fulltime