Job Description
We are looking for an exceptional Customer Analyst to join us at this pivotal moment in our loyalty transformation.
As a Customer Analyst, you will play a key role in understanding how customers engage with the re-launched programme, measuring performance, and shaping decisions that deliver value for both customers and the business.
Working as part of a high-performing analytics & reporting team, you’ll turn data into insight, helping to optimise the customer experience, improve programme performance, and inform strategic decisions across Sparks.
Due to high interest, this role may close earlier than advertised. We recommend applying as soon as possible
What you’ll do
Your key accountabilities will include
Analyse customer behaviour and engagement within Sparks, identifying trends, opportunities, and areas for improvement
Evaluate programme performance against key business KPIs, translating data into clear, actionable insights
Deliver high-quality, insight-led analysis to inform trading, strategy, and decision-making
Work with colleagues across Loyalty, Product, Data and Data science teams to help shape the evolution of the programme
Contribute to how we measure Sparks, ensuring we effectively understand customer impact and commercial value
Who you are
Your skills and experience will include
Strong analytical and numerical skills, demonstrating curiosity, customer focus and commercial acumen.
Excellent communication skills with the ability to translate complex findings into clear recommendations.
Experience using SQL/PySpark on large, complex data sets.
A degree in a numerate subject such as Maths, Statistics, Economics, or Computer Science
Retail experience and background a big advantage
What's in it for you
Being a part of M&S is exactly that – playing your part to bring the magic of M&S to our customers every day. We’re an inclusive, dynamic, exciting, and ever evolving business built on doing the right thing and bringing exceptional quality, value, service to every customer, whenever, wherever and however they want to shop with us.
Here are some of the benefits we offer that make working for M&S just that little bit more special…
After completing your probationary period, you’ll receive 20% colleague discount across all M&S products and many of our third-party brands for you and a member of your household.
Competitive holiday entitlement with the potential to buy extra holiday days!
Discretionary bonus schemes awarded based on how you achieve your personal objectives and our performance as a business.
A generous Defined Contribution Pension Scheme and Life Assurance.
A dedicated welcome to our teams with a tailored induction and a wide range of training programmes to develop your skills.
Amazing perks and discounts via our M&S Choices portal to maximise your financial and personal wellbeing.
Industry-leading parental, adoption and neonatal policies, providing support and flexibility for your family.
Access to a fantastic range of wellbeing support for all colleagues including access to our 24/7 Virtual GP and PAM Assist to support you and your family.
A charity volunteer day to support a charity or cause you're passionate about through a dedicated day away from work.
Everyone's welcome
We are ambitious about the future of retail. We’re disrupting, innovating and leading the industry into a more conscientious, inspiring digital era. We’re transforming how we work together and offering our most exciting opportunities yet. Marks & Spencer strives to be an inclusive organisation, trusted and admired by our colleagues, customers and suppliers. Join us and make change happen.
We are committed to building diverse and representative teams, where everyone can bring their whole selves to work and be at their best. We support each other and work together to win together.
If you feel you'd benefit from any support or reasonable adjustments during any stage of the recruitment process, please don’t hesitate to let us know when completing your application. This information will be picked up by our team, so we can try and put steps in place to help you be at your best through this process.
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