Data Insights Lead
Hybrid
Watford, United Kingdom
Full Time
14-04-2025
Job Specifications
Company Description
We’re ASOS, the online retailer for fashion lovers all around the world.
We exist to give our customers the confidence to be whoever they want to be, and that goes for our people too. At ASOS, you’re free to be your true self without judgement, and channel your creativity into a platform used by millions.
But how are we showing up? We’re proud members of Inclusive Companies, are Disability Confident Committed and have signed the Business in the Community Race at Work Charter and we placed 8th in the Inclusive Top 50 Companies Employer list.
Everyone needs some help showing up as their best self. Let our Talent team know if you need any adjustments throughout the process in whatever way works best for you.
Job Description
We’re looking for a data-driven professional to play a key role in Customer Care at ASOS. In this position, you’ll turn data into actionable insights, helping us improve our operation and enhance customer satisfaction. With advanced skills in Excel, SQL, Power BI, and Python, you’ll create compelling insights that influence decision-making at all levels of the business.
As the go-to expert in the team, you’ll not only deliver high-quality analysis but also play a key role in developing the team's technical capabilities. If you enjoy problem-solving, collaborating with stakeholders, and finding new ways to use insights to drive impact, this role is for you.
The Details
Using a customer focused mindset to understand the levers of operational performance and provide incisive insights to improve key measures.
Develop compelling insight packs that provides actionable insights for key leaders across the department and business.
Analyse customer feedback from tNPS, CSAT, CES and verbatim to identify pain points and improvement areas.
Assess Average Handle Time, Contact Resolution and Queue rates to optimise efficiency.
Track historical contact driver trends to understand why customers are reaching out and how to reduce unnecessary contacts and repeats.
Produce proactive insight by identifying improvement opportunities across the whole customer journey and producing PowerPoint decks to support findings.
Using your awareness of key customer care metrics and industry trends to inform critical insight decisions.
Create Power BI reports when new insights highlight the need for ongoing tracking.
Providing full support on A/B trials, including best practice suggestions, sample size calculations and applying statistical techniques to evaluate performance.
Analysing customer behaviour patterns such as average spend and retention to inform strategic decision points.
Establish strong relationships with stakeholders across the department and business, including customer experience managers, operational leads, commercial teams and central data leaders.
Mentor junior members of the team to ensure their continual development.
Supporting our culture by championing Diversity, Equity & Inclusion strategies.
Qualifications
About you
Experience of working in a Customer Care environment (preferable).
Advanced Excel, SQL and Power BI Skills.
Technical skills with Python, including the use of libraries such as NumPy, Pandas, Matplotlib, Seaborn, NLTK and Scikit-learn.
Experience with Databricks (preferable).
Skilled in using web analysis tools such as Adobe Analytics or Google Analytics.
Excellent communication skills, with the ability to share insight at exec level.
Knowledge in supporting the successful execution of A/B trials by providing sample size requirements, testing for significance and using statistical techniques to arrive at conclusions.
Strong commercial awareness—able to connect data insights to business objectives and decision-making.
Adept at using customer clustering methodologies to produce segmentation models.
Experience using advanced statistical techniques such as linear and multiple regression.
Able to produce compelling insight packs with PowerPoint and other presentational tools.
Good project management skills, able to handle multiple tasks and manage priorities independently as needed.
A commitment to continuous learning and skill development.
Additional Information
BeneFITS’
Employee discount (hello ASOS discount!)
ASOS Develops (personal development opportunities across the business)
Employee sample sales
Access to a huge range of LinkedIn learning materials
25 days paid annual leave + an extra celebration day for a special moment
Discretionary bonus scheme
Private medical care scheme
Flexible benefits allowance - which you can choose to take as extra cash, or use towards other benefits
Why take our word for it? Search #InsideASOS on our socials to see what life at ASOS is like.
About the Company
We exist to give people the confidence to be whoever they want to be, and that goes for our people too. At ASOS, you’re free to be your true self without judgment, and channel your creativity into a platform used by millions. Whatever your role, ASOS will encourage you to be you, fulfilling your creative potential with our global reach. Push boundaries, and challenge expectations. We’re determined to succeed, so we’ll trust you to deliver. Help drive our journey to becoming the global fashion destination for 20-somethings... Know more
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