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Temporary Customer Experience Analyst

Date: Nov 12, 2020

Location: New York, NY, US

Company: Fast Retailing Group

UNIQLO is a brand of Fast Retailing Co., Ltd., a leading global Japanese retail holding company that designs, manufactures and sells clothing under seven main brands: Comptoir des Cotonniers, GU, Helmut Lang, J Brand, Princesse tam.tam, Theory, and UNIQLO. With global sales of approximately 1.14 trillion yen for the 2013 fiscal year ending August 31, 2013 (US $11.62 billion, calculated in yen using the end of August 2013 rate of $1 = 98.36 yen), Fast Retailing is one of the world’s largest apparel retail companies, and UNIQLO is Japan’s leading specialty retailer.

 

UNIQLO continues to open large-scale stores in some of the world's most important cities and locations, as part of its ongoing efforts to solidify its status as a truly global brand. Today the company has a total of more than 1,200 stores in 14 markets worldwide including Japan, China, France, Hong Kong, Indonesia, Malaysia, Philippines, Russia, Singapore, South Korea, Taiwan, Thailand, U.K. and U.S. In addition, Grameen UNIQLO, a social business established in Bangladesh in September 2010, opened its two first stores in Dhaka in July 2013. UNIQLO operates an integrated business model under which it designs, manufactures, markets and sells high-quality, casual apparel. The company believes that truly great clothes should be supremely comfortable, feature universal designs, are of high quality and offer a superb fit to everyone who wears them.

 

With a corporate statement committed to changing clothes, changing conventional wisdom and change the world, Fast Retailing is dedicated to creating great clothing with new and unique value to enrich the lives of people everywhere. For more information about UNIQLO and Fast Retailing, please visit www.uniqlo.com and www.fastretailing.com.

 

 

LOCATION:         New York, NY

Position Overview:

UNIQLO USA is looking for a talented and energetic analyst to join our Voice of Customer / Voice of Staff  (Customer Insights) team. This individual will be responsible for finding ways to optimize collection of feedback on all aspects of Uniqlo’s product and services to provide the best experience for our customer. The optimal candidate will demonstrate a thorough understanding how to empower the organization and our customers to leave feedback, break apart problems and create an output/track KPIs that is relevant for the organization, a basic understanding of retail metrics, and working cross functionally to troubleshoot painpoints in the customer experience.  The optimal candidate can work smart – melding both speed and quality to manage tasks efficiently in a high-volume environment. This position will report to Director of Data Analytics & Customer Voice, while working cross functionally with other business teams to solve problems and uncover new customer experiences and business opportunities.

 

Responsibilities:

  • Proficiency in Microsoft Office, particularly Excel, Powerpoint as well as G-suite tools.
  • Own daily, weekly & monthly reporting to improve data collection from customer inquiries, staff suggestions, etc.
  • Identify and work closely with business stakeholders to troubleshoot painpoints in the customer experience with speed.
  • Work with counterparts in store operations and IT to ensure progress and growing the volume of feedback to act on.
  • Uncover new business opportunities within the data and working with the team to develop action plans to activate and impact KPIs.
  • Contribute the continual improvement of Uniqlo’s data collection via your observations and knowledge gained from your involvement and KPI's
  • Other duties as assigned

 

Requirements:

  • BA degree in Economics, Mathematics, Statistics, Business, Marketing , Customer Service or similar 
  • 2-4 years experience in working in a data or analytics, marketing, consumer insights, or customer service function
  • E-commerce or retail experience (B2C) strongly recommended
  • Empathy and passion to deliver the best customer experience
  • Flexibility and agility to adapt to changing and evolving business requirements and objectives.
  • Results-driven with exceptional detail and knowledge around metrics
  • Ability to synthesize results into business recommendations.
  • Experience with customer surveys, Google Forms, Survey Monkey a plus
  • Experience with Salesforce a plus.
  • Strong computer skills (intermediate/advanced Excel experience required). Effective time management, organizational and leadership skills.

 

As an Equal Opportunity Employer, Fast Retailing does not discriminate against applicants or employees because of race, color, creed, religion, sex, national origin, veteran status, disability, age, citizenship, marital or domestic/civil partnership status, sexual orientation, gender identity or expression or because of any other status or condition protected by applicable federal, state or local law.

Posting Notes: New York || New York (US-NY) || United States (US) || Experienced Professional || Corporate || UNIQLO || EX:OUT || UNIQLO ||