Senior Customer Experience Analyst

The PureGym Way

PureGym is the No.1 gym operator in the UK, and the 4th largest gym operator worldwide. With 600+ gyms and over 2 million members across the UK, Europe & the US, we are the gym where Everybody is Welcome. We champion diversity and are committed to providing a workplace where everyone feels free to be. We're proud to be recognised as a Top Institute Employer, reflecting our commitment to excellence in employee experience and workplace culture. We offer:

• Free nationwide gym membership for you + 1
• Hybrid working
• A truly flexible working culture
• Personal private healthcare, including digital GP
• Life insurance x4
• Company pension contribution
• 25 days annual leave, plus 1 personal day
• Option to purchase additional holiday (up to 5 days)
• Great learning & development resources
• Enhanced maternity pay, paternity and adoption leave

The Role

Location: London (2-3 days in the office, with some UK travel)

Type: Full Time, Permanent Applications close on Thursday 23rd October

Interviews: There will be a 1st Teams interview, followed by a 2nd in-person interview with a task for which we'll provide you with lots of information and support.

We are looking for a Senior Customer Experience Analyst to join our Commercial Team. Whether it's via public reviews or first party surveying, our members give us hundreds of thousands of pieces of feedback a year. The Senior Commercial Analyst uses this to understand not just what's important to our members, but what we should do about it. As a part of the member experience team you'll go beyond analysis, you'll advocate. You won't just report on where we could do better, you'll recommend how we can.

You'll be looking at our member experience holistically from pre-joining to re-joining, analysing data and feedback from a range of sources in order to playback themes and make recommendations to teams around the business. It's a chance to make a real impact!

Key duties will include:

• Providing regular analysis and reporting of key customer experience metrics across the moments that matter most to our members, alongside insightful written commentary
• Analysis of a wide range of different data sources, including trading data, member feedback data and written comments to provide actionable insight and recommendations to key stakeholders across the business
• Design, analysis and management of qualitative and quantitative consumer research programmes answering key business questions, e.g. proposition, membership product, digital product
• Verbal and written communication of results and insights to colleagues at all levels of the business
• Tracking and measuring the success of decisions made and trials of new initiatives
• Ad-Hoc Strategic Projects: Together with our Commercial team, lead the research and delivery of projects that support our long-term growth plans
• Opportunity to line manage in this role once you have settled in

The Person

We are looking for an ambitious individual with a passion for problem-solving and experience using qualitative and quantitative data to drive actionable outcomes for consumers. We'll need you to be proficient in Excel and PowerPoint, and confident in presenting findings to senior stakeholders.

The following core attributes are also essential:

• Excellent problem-solving: someone who can apply their mind to many varied business problems and make a substantial contribution to solving them.
• Broad research skills: ability to analyse both qualitative and quantitative data covering a wide range of topics. Using reliable research methodologies including the use of A.I tools to do this at scale.
• Telling the story: ability to distil your research into the salient points that we can act on to implement positive change.
• Curiosity: constantly seek to learn and find new and better ways of doing things.
• Advocacy for our members: be the voice of our members, ensuring their views are considered when we make business decisions.
• Customer centric: understands and wants to learn about what drives customer behaviour and how we can responsibly influence this
• Self-starting, industrious, 'hands-on': take the initiative and get things done.
• Quick-learner: ability to rapidly pick-up new concepts and in-market nuances.
• Detail-focused mindset: drive to get into the detail and absorb key information across all our UK & Swiss sites.

PureGym is proud to be an equal opportunities employer. Our company mantra is 'Everybody Welcome' and we are dedicated to promoting a diverse and inclusive place to work. From a hiring standpoint, we welcome applicants from all backgrounds and are committed to ensuring that our PureGym colleagues reflect the diversity of the nation as well as our millions of gym members we serve.

Join us on our mission is to bring high quality, affordable fitness to everyone, everywhere.

Please note: Applications will be reviewed on a rolling basis, and the advert may be withdrawn at any time. Early application is encouraged.