Salary: Up to £28,396 per annum, depending on experience

We have a fantastic opportunity to join the Retail Analytics team at Greggs and really help to understand what customers are telling us, why it is happening and what Retail should do next to adapt to feedback.

We can offer you:

21 days (4.2 weeks) annual leave, pro-rated, increasing with service, plus bank holidays and 1 additional floating day

Colleague discount, up to 50% off our own-produced products

Pension scheme with matching employer contributions up to 7%

Free hot drinks while on a shift break

Profit share: We want everyone to share in the success of the business, so we distribute 10% of our profits to all our colleagues whohave at least 6-month service, or more, each year

Share save schemes that let you buy discounted Greggs shares, by saving a set amount of money over a fixed time, to have an even bigger share of our profits

Career progression and learning and development

Employee Assistance Programme; A free, confidential helpline, offering advice and support with financial, relationship, work-relatedand wellbeing issues, 24 hours a day, 365daysa year. Including a mobile app providing a range of wellness content on physical, mental, social,andfinancial wellbeing

Perks and savings, such as digital gift card discounts, online cashback, in-store and online couponsand lifestyle offers

A company who cares about our communities; the environment and being a better business Click here to read about The Greggs Pledge

Colleague Networks – internal groups where colleagues and their allies can share their own experiences, offer feedback on the way we do things at Greggs, andprovide support to one another

About the role

This is a full-time role (35 hours per week)



however flexibility in this will be considered

We know that having a work-life balance is important, so we offer our colleagues as much flexibility as possible in line with the needs of their role

The base location for this role is Greggs House, Quorum Business Park, Newcastle Upon Tyne, NE12 8BU

What you'll do
As Customer Feedback Analyst you will:

Analysing complaints, compliments, queries, suggestions and customer satisfaction results

Identifying recurring themes, emerging issues and differences across shops, areas, products and customer channels

Combining customer feedback with operational and commercial information to understand likely causes and customer impact

Producing regular reports, dashboards and analysis for Customer Care and the wider business

Supporting with developing and maintaining Power BI reports that make customer information easier to access and understand

Finding the story within the data, ensuring data is communicated effectively within the context of Retail Initiatives and drive commercial performance

Working with AI tools to be able to analyse data, identify trends, build reports and analyse outputs

Checking the accuracy and consistency of customer data, measures and reporting

Explaining findings clearly to colleagues and recommending practical next steps





Working with teams across the business to follow up important findings and support improvements

About you
You will fit right into this role if you can demonstrate:

You are someone with a numerical background (e.g. A-Level Maths/Sciences etc.), an analytical mindset and desire to learn and develop within the role

Strong analytical and problem-solving skills

Experience working with large datasets and information from more than one source

The ability to identify trends, investigate causes and reach clear conclusions

The ability to turn analysis into practical recommendations

Good written and verbal communication skills, with confidence presenting findings to different audiences

A careful approach to data quality, accuracy and documentation

Confidence using tools such as CoPilot to help analyse large volumes of customer feedback, while checking findings against the original data and critically auditing the conclusions drawn

An interest in customer behaviour and the factors that affect customer satisfaction

Want to develop and are ready to work alongside some great people and have lots of fun on your Greggs journey

Experience working within Retail functions, analysing Customer feedback, customer insight or customer experience metrics

Working with customer satisfaction measures, survey results or free-text feedback

Strong Power BI skills, including Power Query (M), DAX and dashboard creation. As well as some experience with third-party Power BI tools such as Tabular Editor and ALM Toolkit

About Greggs
Here at Greggs, we love what we do, and we have fun What makes Greggs so special is our culture - the way we are, the way we behave and the way we suppor

📌 Customer Feedback Analyst (Italia)
🏢 Greggs
📍 Italia