Job description


CX Analyst

Job reference 15772


  • Job Title :
    CX Analyst
  • Location:
    Asda House - Leeds
  • Employment Type:
  • Contract Type:
  • Hours per Week:
  • Salary:
    Competitive salary plus benefits
  • Category:
    Marketing & PR
  • Closing Date:
    29 May 2021
Job Advert

Do you have a background in Customer Experience? Do you want to add value and deliver improved outcomes for customers? Do want the opportunity to innovate and influence Customer Experience transformation at Asda?


You will be responsible for supporting a programme of activity to improve the Customer Experience across Asda's range of formats and shopping journeys. You will work cross-functionally to understand the Customer Experience, identify areas where it needs to be improved and design the changes and outcomes required, engaging the relevant business areas to deliver them. Considering online, in-store and omnichannel customers, you will focus on measuring and improving the experience across journeys and touchpoints to drive customer loyalty and value.

You will help to shape, optimise and drive the delivery of our new customer experience management framework. You will work as part of our broader Customer Experience team and will be responsible for the delivery of a number of key projects across different customer journeys and touchpoints. This will include analysing and interpreting data and insight, assessing performance versus targets and quantifying the financial impact of customer experience initiatives to inform prioritisation decisions and budget allocation.


Your Role

You will be a key team member working as part of our Customer Experience team.

You will play a key role in mapping customer experiences and identifying opportunities for improvement. You will lead the redesign of key journeys and touchpoints and work with cross-functional stakeholders to support the design and delivery of initiatives to remove hassle for customers, drive ease of shop and increase customer loyalty. You will develop, own and be integral in delivering the CX improvement plans for the assigned customer journeys, optimising through test & learn and ensuring they are delivered to achieve the desired results. You will act as the primary point of contact for the assigned business areas, managing communication and engagement activities and supporting them address any barriers preventing delivery by providing relevant data and insight or facilitating solution development.


About You 

  • Experience in and understanding of how to analyse and interpret insight and data
  • The ability to demonstrate a customer centric mindset
  • Strong attention to detail and critical thinking
  • Ability to flex plans, reprioritise and operate within an agile environment
  • Retail knowledge - In-store and online, including an understanding of formats
  • A track record of working with and influencing business stakeholders at all levels
  • Understanding and experience of improving the Customer Experience through varying initiatives, driving change as well as test and learn programmes.


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 flexibility to work from home.

You will also get an excellent benefits package including; -

  • Discretionary company bonus
  • Company pension
  • 10% colleague discount, free parking at Asda House 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.



Close map
Asda House - Leeds
Asda House, Great Wilson Street, Leeds, West Yorkshire, United Kingdom, LS11 5AD
Share this page
Share with linkedin
Share with facebook
Share with twitter
Share with email

Life at Asda.

At Asda, we want to make lives easier. Happier. More fun. Watch this film to discover more about how we operate and what's important to us.

Right to work in the UK

We’re proud of our rich and diverse culture at Asda and welcome applications from anyone who has a permanent or temporary right to work in the United Kingdom.
As part of your assessment or interview, there are some important documents we’ll need you to bring along. There are a number of documents that can be used to prove your right to work and if you’re not sure please click here. These guidelines will help you to understand what documents are suitable.

Working with a disability

If you need any help with your online application then organisations like Mencap, Remploy, Job Centre Plus and Shaw Trust can offer independent expert advice and support across the UK, and are a completely free service to use. If you have any queries or require support, please visit our Help page at

Former Armed Forces

We’re thankful for the work our armed forces do and we want to support them back into civilian life. We take pride in recruiting talented individuals from diverse backgrounds, who have many skills to grow and develop with Asda. As part of the Military Covenant, we guarantee an interview or assessment centre place for any candidate who is ex UK forces and has been honourably discharged in the last 12 months (this does not apply in Northern Ireland).

Back to top ↑