Reporting to: Head of Customer Development
Hours: 39.5 hours per week
Location: Hybrid/Norwich/London
This is a full time role, working 5 days per week. A minimum of 2 days per week will be spent in our Norwich or London office.
Job Purpose
To strengthen how The Cotswold Company listens to, understands, and acts on customer feedback.
This role builds the foundations of an “always-on” Voice of the Customer (VoC) programme, bringing together data from NPS, Trustpilot and new survey channels to generate actionable insights that support our ambition to be the most trusted brand in Home.
You’ll combine research discipline with analytical curiosity to ensure the customer’s voice informs how we design our services, shape our communications, and measure progress.
Key duties and responsibilities will include:
1) Research, Feedback and Measurement
- Including owning the collecting, processing and analysis of customer feedback data across NPS, Trustpilot and future VoC channels
2) Voice of the Customer Programme
- Including the establishment and coordination of an “always-on” VoC framework that integrates feedback from purchase, delivery and post-purchase journey states.
3) Insight to Action
- Including translation of feedback and data trends into clear, concise insight summaries for teams across the business.
4) Tools and Collaboration
- To include the representation and advocacy for the customer within the business and on projects such that the customer is a priority consideration.
Success Measures
- Increased reliability, response rate, and representativeness of customer feedback data.
- Reduction in manual reporting time and increased automation of insight delivery.
- Improved NPS and sentiment trends across key customer journeys.
- Regular operation of the monthly Customer Board, with measurable insight-to-action loops.
- Positive feedback from internal teams on the clarity and impact of customer insights.
Essential qualities and behaviours we are looking for
You will bring:
- Curiosity and analytical thinking. You enjoy finding patterns in data and asking why they matter.
- A dynamic, creative and engaging style and approach that engages others in your prioritisation of customer outcomes
- Strong understanding of customer or market research methods (survey design, sampling, qualitative coding).
- Confident Excel and data presentation skills; familiarity with data visualisation tools (e.g. Power BI, Looker, Tableau) desirable.
- Ability to communicate complex findings clearly, both in writing and verbally.
- Collaborative and organised, able to work and influence across functions without direct authority.
- A natural empathy for customers and belief that small details make a big difference.
To be considered for this role, you will need demonstrable experience of the following essential criteria:
- At least 2 years’ experience in a customer insight, research or analytics role.
- Demonstrated experience handling survey data, customer feedback or sentiment analysis.
- Strong written communication skills with ability to product insight reports and presentations.
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