Overview
Home. There’s no place like it. And there’s no feeling like helping people create the joy of feeling truly at home. At Dunelm, that’s what we do. We’re the UK's number one choice for homewares because we make home life lovelier for our customers. And the caring and supportive culture we've created makes this a place you'll feel right at home too.
We are the UK’s Number One homewares retailer offering c85,000 products building a consumer‑focused total retail business that delights customers through our multichannel operation.
We are ambitious in our plans to drive further expansion of the business to more customers, shopping more frequently, with more choice, enhanced digital and physical services, and new capabilities to innovate and operate at pace in a fast‑changing landscape. In developing the business for the long‑term benefit of our customers, we are investing in our supply chain, stores and technology to improve the customer proposition as we move forward.
In the Customer Care Centre, we’re on a mission to make every customer experience feel effortless.
As our Customer Experience Insights & Analytics Manager, you’ll lead the charge in uncovering what matters most to our customers and turning data into action. Reporting into our Head of Customer Care, you’ll help us reduce avoidable contact, improve customer journeys & satisfaction, and shape the future of customer care through insight‑led decision making.
What you'll be doing
Your key responsibilities will include:
* Developing our analytics strategy – ensuring insights align with our 3‑year Customer Care vision & plan.
* Creating & maintaining dashboards and reports – to report on key contact centre and customer care metrics & bringing customer pain points and opportunities to life.
* Providing regular insights and analysis on Voice of the Customer & Customer Satisfaction (CSAT) insights to drive action.
* Collaborating across teams – embedding insights into Customer Care Centre Leadership, Digital, and Product improvements via Category Managers.
* Using data to solve problems – identifying root causes of customer contact, opportunities with processes and driving solutions.
* Influencing senior stakeholders – regularly presenting findings clearly and making recommendations to support improved customer experience and drive efficiency in the contact centre operations.
* Managing external partners and tools – ensuring we have the best resources and technology for insight delivery & supporting with building business cases.
* Measuring Success – ensuring changes we make are achieving success, critically assessing change & improvements impact.
What we’ll look for in you
We’re looking for someone who is curious, customer‑obsessed, and passionate about making a difference through data.
Key behaviours and values:
* A strategic thinker with a hands‑on approach.
* Collaborative and able to influence across all levels.
* Driven by curiosity and continuous improvement.
Essential skills / qualifications
* Excellent communication, storytelling and stakeholder management skills.
* Proven experience in customer insight, analytics, or data science.
* Strong analytical skills with tools like SQL, Power BI, Python or R.
* Ability to turn complex data into clear, actionable insights.
Nice to haves
* Experience with customer journey data, contact centre metrics, and NPS/CSAT.
* Experience with Salesforce Analytics & Salesforce Reporting.
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