Do you want to represent the voice of customer in forming our future customer experience? Would you like to drive a transformation in making customer feedback a part of decision-making across the company?

To support our Portfolio brands in establishing the best possible Customer experience along every customer journey we are now looking for a Customer insight analyst who will support in building and enhancing the customer experience. 

The Portfolio brands Group incorporates COS, Monki, Weekday, & Other Stories and ARKET, all with high growth ambitions for the future.

The main responsibilities include, but are not limited to:

• Creating, compiling and presenting customer & consumer insights to different stakeholders within Portfolio Brands. This includes ad hoc analysis such as touch point surveys as well market research.
• Create deep understanding of brand performance and omni customer experience through, e.g., deriving insights from Brand tracker data, customer experience surveys, text analysis results etc.
• Analyze results and translate insight into recommendations and actions as well as give input to strategic decisions for the brands in order to improve Customer experience and brand experience.
• Educate each brands’ stakeholders to create a common understanding of customer behavior, pain points and opportunities  
• Together with the CX team benchmark performances and pursue business opportunities between brands, channels, markets and support functions.
• This role will report to Head of Customer experience within Portfolio brands

We think you have:

• Relevant education or knowledge in consumer/customer research
• 3 + years of experience of working with customer or consumer research including creating surveys, brand positioning benchmarking, brand strength measurements and similar
• Ability to transform business challenges into research scope
• Capacity and proven track record to make things happen, with the ability to work independently
• Excellent communication and presentation skills
• A highly structured and organized way of working
• Familiar with statistical software e.g., SPSS, SAS, R or Python as well as survey tools like EFS, Survey monkey, Confirmit or similar
• Skills in building up Voice of Customer programs and NPS methodology is seen as a plus

• We think you are:
• Positive, social, open minded and communicative
• Constant learner and eager to learn new things.
• Straight forward and direct, strong in giving constructive feedback
• Flexible and adapts well to fast changes
• A team player – always eager to help

We are offering a job where every day is an adventure – are you up for the challenge? The position is a fulltime position with 6 months’ probation. Please contact [email protected]  if you have any related questions.

If you your experience and skills are right for this role, please send your application to include CV and short cover letter (in English) by 6th of February. Remember to initiate a dialogue with your current manager when starting the application process (internal candidates).

The H&M Group is committed to creating a Diverse & Inclusive environment and we are actively looking for qualified candidates irrespective of race, gender, gender identity, sexual orientation, ethnicity, religion, national origin, disability or age.
We look forward to hearing from you!