Job Description

Company Description

At H&M we are on an exciting journey to become the leading destination for style, creativity and culture, empowering leaders and engaging teams. Customers and colleagues are the core of our business, in line with our transformation, we want to achieve clear ownership, fuel our salesmanship and innovative minds, enabling agility to build on our passion for customers and colleagues throughout the organization.



As an Insights Analyst who is part of the Regional Customer Insights & Engagement team, you contribute to added customer value, a strong brand and increased sales by analysing and creating a deep understanding of brand performance as well as the omni customer experience. Through this, you will also identify opportunities for improving customer experience and offer. You work towards aligned and cross-functional goals, driving omni sales performance and customer centricity in all parts of your work. You bring the customer voice to life by having an outside-in perspective and act as \xe2\x80\x9cthe customer in the room\xe2\x80\x9d. You use global reports, tools and ways of working to build your own analyses that will provide a solid understanding of the region\'s customers.

KEY RESPONSIBILITIES

Brand Performance and Omni Customer Experience

• Create deep understanding of brand performance and omni customer experience through tools like Brand Tracker, Customer NPS, Chattermill and Social Listening in the region.
• Analyze results and translate insight into recommendations and actions as well as provide give input to strategic decisions
• Educate your region on each market\'s customer insights to create a common understanding of customer behavior, pain points and opportunities
• Identify, prioritize and set improvement plans for the most important customer journeys
• Perform consumer research when needed on a local level to support key functions in region (sales, logistics, customer service etc) while ensuring alignment with global research initiatives for a cost-efficient set up
• Use existing tools, for e.g. Power BI, Community, Questback/EFS etc. to query data and compile insights

Customer Centric Target Setting and Follow-up

• Together with the Customer Activation & Marketing Business Controller, you set and follow up on brand performance and customer experience goals for the region in order to deliver value for both our customers and company
• Follow up on the region\'s development in line with global and regional reporting cadence
• Follow up on regional and local improvement activities

Recommend Customer Centric Commercial Actions

• As the champion of Customer Voice, you are on top of current customer experience to provide input to commercial teams, as well as initiate and coordinate longer term customer experience projects through key functions
• Suggest and drive actions to improve the customer experience and brand performance through a cross-functional way of working
• Ensure that processes and forums are in place so that the organization can identify, act and report progress on customer experience in a timely and structured manner
• Convince and align stakeholders by sharing insights on customer perception as well as success stories

Collaboration with Global and other Region teams

• Point of contact between the regional organization and global functions, e.g. central BI team and the different global analysis teams, on topics concerning customer centric frameworks, reports and analyses
• Communicate data issues to and from local and regional teams
• Share insights with other areas/regions and to global counterparts
• Actively network with peers and take part in cross-functional collaboration to keep updated on the latest development of trends and insights collected in other parts of the organization

Qualifications

• University degree in statistics, economics, business analytics or related field
• Minimum of 3 years experience in related field preferred
• Experience in retail or e-commerce industry preferred
• Experience working with Power BI, Tableau or other data visualization tools
• Experience working in statistical software SPSS as well as survey tools EFS or similar preferred
• Knowledge and interest in customer, market and consumer research
• Experience with creating and maintaining strong working relationships with people from different business functions
• Strong data management skills - analytical, structured, ability to synthesize information and draw actionable conclusions
• Effective communicator who is confident in building business cases and presenting to large audience and stakeholders

Additional Information

This is a full-time position based in Singapore. You will report directly to the Regional Customer Insights & Engagement Manager for South Asia.

If you feel that your passion, ambition, and experience are a match - please apply (including Cover Letter and Resume, and if applicable: Strengths Finder) by February 8, 2023. We\'re more about personality and competence than qualifications, so don\'t worry if your skills aren\'t a perfect match.

Please note that candidates with working rights in Singapore will be preferred.

H&M