YOOX NET-A-PORTER GROUP is the world leader in online luxury and fashion which comprises a complete luxury retail ecosystem. The Group sells directly to customers globally through its own family of multi-brand online shops NET-A-PORTER, MR PORTER, YOOX and THE OUTNET. The Group’s Online Flagship Stores Division partners with many leading luxury brands to power their own e-commerce destinations.

The Group has 4.3 million high-spending active customers globally. As pioneers in bringing together the realms of technology and luxury, YOOX NET-A-PORTER satisfies the most discerning clientele with expertly curated products from the world’s most coveted brands, personalized end-to-end service, the latest technology, and inspiring content, all shaped by 20 years of insights into the modern shopper.

To further develop digital capabilities and create synergies, YOOX NET-A-PORTER GROUP has created new departments as Centers of Excellence.

One of them, the Growth Department , is responsible for driving new and existing customer growth encompassing all Digital Marketing and CRM actions at the service of our stores.

The Growth Team are now seeking a talented Customer Experience Analyst to join the Data Customer Research team.

Some of the essentials for you to know are:

Location: our offices in Milan, Italy
Reporting into: Strategic Research Programmes Manager
Team Size: 5 resources (approx.)

Role purpose:

The successful candidate will support senior team members in delivering and embedding insights from our Voice of the Customer program to help business stakeholders identify and prioritise most impactful improvements to customer experience across our websites and fulfilment.

Which aspects of customer journey have the biggest impact on customer experience metrics (e.g. NPS)?

What are key customer pain points to address on product pages to reduce returns?

What’s driving customer satisfaction decline in APAC?

Here is a breakdown of what you’ll be doing:

• Analyze and report research findings, taking into account insight from sources beyond your primary data sources (e.g. Web Analytics, CRM, market context)

• Liaise with key stakeholders to drive visibility and understanding of insights

• Implement and maintain best in class methodology approaches (e.g. feedback collection points, audience sampling, data feeds) to deliver insights relevant to key business objectives

• Design and maintain dashboards to enable easy access to data for the team and key stakeholders

• Deliver commercially relevant insights in a timely manner (e.g. monthly reporting)

• Respond to ad-hoc insights requests as required and identify opportunities to proactively share impactful learnings when identified

• Work closely with internal stakeholders to: ensure visibility of insights, enable them to take actions to improve customer experience, as well as understand their insight needs/ requirements

• Work closely with internal partners (CRM, Data, Product) and external agencies to enrich insights and identify opportunities to drive evolution and advancement of the Voice of the Customer program to better address business objectives

• Support day-to-day management of the Voice of the Customer program methodology implementation, maintenance and evolution (e.g. how to increase sample sizes, how to enrich survey data with additional data points)

• Design, set-up, manage Voice of the Customer program dashboards

• Champion Voice of the Customer program as a key tool to support business decisions and build a customer-centric culture

The type of person we are looking for:

• Bachelor’s Degree or equivalent

• 2+ years commercial experience in an analytical customer or brand insight role for an established research/ marketing agency, or customer-facing business; experience in the luxury sector a plus

• Experience across both qualitative & quantitative research; expertise in CX research/ Voice of the Customer programs a plus

• Experience in using CX research software (e.g. Qualtrics, Medallia..)

• Highly numerate and analytical and capable of working with quantitative data outside of research data

• Ability to identify commercially valuable insight from data analysis

• Storyteller with strong presentation skills and experience communicating insights with impact - both verbally and visually - to all levels of stakeholders including senior executives

• Able to multi-task with strong organizational and time-management skills

• Able to work independently and as a part of a small team

• Comfortable liaising with a wide range of stakeholders across the business and externally

• Excellent attention to detail

• A proactive and flexible approach

• Passionate about customers, and their needs

• Fluent in English

From the moment you join the YOOX NET-A-PORTER GROUP we are committed to making your journey with us inspirational and evolutionary. If you are passionate, committed and thrive in a collaborative and fast-paced environment, then please apply with a CV.

YOOX NET-A-PORTER GROUP is an equal opportunities employer, we encourage people with a diverse range of backgrounds to apply. We recognize and celebrate the benefits that diversity brings to our workplace, our business and our customers. We welcome and will consider all applications regardless of race and nationality, religion, color, sex, pregnancy or related medical conditions, parental status, sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or any other legally protected characteristics.

If you require any reasonable adjustments to complete your application, please do not hesitate to advise us accordingly.