Service Experience Analyst

M&S is seeking a proactive Service Experience Analyst to join their D&T Service Management team. This new role will enhance the IT Service Desk experience for employees and stores by analysing user journeys, testing interactions, and gathering feedback. The analyst will also tailor support experiences and identify opportunities for improvement, focusing on experience level agreements and customer satisfaction.

Requirements

• Strong understanding of customer satisfaction (CSAT) processes.
• Excellent knowledge of ITSM Tools such as ServiceNow/BMC Helix.
• Outstanding communication and interpersonal skills.

Benefits

• 20% colleague discount.
• Competitive holiday entitlement.
• Discretionary bonus schemes.
• Generous pension scheme.
• Life insurance.
• Training programmes.
• M&S Perks & Discounts.
• Parental, adoption and neonatal policies.
• Wellbeing support.
• Charity volunteering opportunities.
• Industry-leading parental and adoption policies.