Global CX Strategy Analyst - London

Global CX Strategy Analyst - London, United Kingdom

Position Overview

Ref #

W183907

State/Region

London

Department

Data Analytics

Location

United Kingdom

City

London

COMPANY DESCRIPTION

Ralph Lauren Corporation (NYSE:RL) is a global leader in the design, marketing and distribution of premium lifestyle products in five categories: apparel, accessories, home, fragrances, and hospitality. For more than 50 years, Ralph Lauren's reputation and distinctive image have been consistently developed across an expanding number of products, brands and international markets. The Company's brand names, which include Ralph Lauren, Ralph Lauren Collection, Ralph Lauren Purple Label, Polo Ralph Lauren, Double RL, Lauren Ralph Lauren, Polo Ralph Lauren Children, Chaps, among others, constitute one of the world's most widely recognized families of consumer brands.


At Ralph Lauren, we unite and inspire the communities within our company as well as those in which we serve by amplifying voices and perspectives to create a culture of belonging, ensuring inclusion, and fairness for all. We foster a culture of inclusion through: Talent, Education & Communication, Employee Groups and Celebration.

POSITION OVERVIEW

We are seeking a curious, commercially minded and analytical individual to join the Customer Experience (CX) Strategy team.

This role is suited to an experienced analyst who wants to build their skills in customer analytics, insight generation and communicating findings to business stakeholders while supporting the teams core customer-centric objectives.

The Global CX Strategy Analyst will support analysis of structured and unstructured data from the global Voice of the Customer programme, and the impact of key CX initiatives.

This is not a traditional reporting role - it's an exciting opportunity expected to interpret data, surface meaningful insights, tell the story and provide evidence-based recommendations to support decision-making across the business.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Extract, join, clean and prepare data from multiple sources to answer customer-focused business questions
• Analyse customer and business data to identify trends, patterns and areas for further investigation
• Work with colleagues to understand data requirements, investigate questions and improve the quality and consistency of analysis
• Beyond reporting, translate analytical findings into a clear story with concise summaries, presentations and practical recommendations for business stakeholders
• Apply sound analytical practices, including data validation, test-and-learn principles and recognising the difference between correlation and causation
• Support the Senior Manager in developing actionable insights from Voice of the Customer data, including linking feedback with transactional and behavioural data
• Help assess the effectiveness of existing CX initiatives by producing accurate performance reporting and clear supporting insights
• Support analysis of the potential value and impact of new CX initiatives
• Build knowledge of customer experience trends, analytical methods and relevant industry best practices

EXPERIENCE, SKILLS & KNOWLEDGE

• Experience in a business, customer, data or insight analyst role
• Practical experience manipulating data using SQL, Python, Dataiku, Alteryx or other tools to extract, join, clean, transform, and analyse data from multiple sources is essential
• An understanding of transactional, behavioural or Voice of the Customer data is beneficial
• Experience translating data into actionable customer insights that support business objectives using customer feedback data
• Good working knowledge of Excel and PowerPoint, with the ability to present analysis in a clear and well-structured way
• Numerate and detail-oriented, with clear communication, logical thinking and problem solving skills
• Proactive, collaborative and organised, with a willingness to learn, seek guidance and manage priorities effectively
• Experience within luxury, retail, fashion, hospitality or another customer-focused consumer business is desirable
• Experience with data science and statistical modelling is desirable but not essential, as this role will be working closely with internal teams on existing models related to the Voice of Customer programme
• Interest in developing skills in data visualisation (PowerBI, Tableau) and AI-led insight tools