Are you passionate about making a difference to our customers? Do you want the opportunity to innovate and influence the transformation of customer support at Asda? Look no further....

At Asda we put customers at the heart of our decision making. As an Operational Insight Lead you will be part of our Omnichannel Customer Support team, helping to improve and transform the experience of ASDA customers needing support across our services. Crucially, you will see the support services that we provide through the eyes of our customers, understanding and interpreting a variety of customer data to identify key areas of opportunity or strength. You will share these insights, taking them forward to influence and implement change to help us understand our customers better and transfromour services.

Your Role

You will provide insight to influence effective change action plans with stakeholders across the business - leading and supporting activity that drives these forward.... also you will:

• Support the Operational Excellence Manager in identifying the key actionable insights for the ASDA business that will drive increased value for our customers
• Proactively identifiy and understand key customer and business problems and explore the opportunities to improve
• Analyse customer journey data, complaints and satisfaction metrics in order to identify improvement opportunities across the Omnichannel Support journeys
• Develop relationships with key stakeholders internally and externally to identify customer change opportunities
• Own and develop the customer satisfaction survey, including ownership of supplier relationship
• Lead sustainable process change across the business, providing end to end process analysis and assisting in the prioritisation and implementation of those changes
• Lead and support delivery of change activity through tracking of success measures and performance

About You

• Experience in continuous improvement, project management, change activity is desirable
• Strong analytical skills with the ability to identify opportunities from data
• Cross-functional collaborative working experience
• Excellent stakeholder and relationship management skills

If flexible working is important to you, then look no further! At Asda we are proud of our culture and our commitment to flexible working. This role is based at Asda House, Leeds with the opportunity to work from home 2-3 days per week

You will also get an excellent benefits package including;-

• Discretionary company bonus
• Company pension up to 7% matched
• 10% colleague discount, free parking and many additional rewards.

We want all colleagues to be able to bring their best and true selves to work, every day. Simply put, we want our colleagues to be Proud to be Asda and proud to be themselves.