Service Experience Analyst
- Team
- Digital & Tech
- Store
- Salford Quays
- Location
- Salford, Greater Manchester
- Contract type
- Permanent
- Position type
- Full Time
- Salary
- Competitive + Benefits
- Closing date: 2nd September 2025
How We Hire
Everyone is welcome at M&S. No exceptions. It’s your background, abilities and differences that make you, uniquely you. And when you’re part of M&S, that individuality has the potential to make waves.
About the role
This section tells you all you need to know about the position and its responsibilities, outlining everything we hope to see in a successful candidate.
All the details
We’re looking for a proactive and analytical Service Experience Analyst to join our D&T Service Management team. This newly created role is key to enhancing the IT Service Desk experience for colleagues and Stores. You’ll work closely with the Service Experience Lead to analyse user journeys, test service interactions, and gather feedback to identify opportunities for improvement. From conducting quality audits to interpreting service data, your insights will help shape solutions that drive customer satisfaction and service excellence.
In this role, you’ll also tailor support experiences to meet the needs of a diverse workforce, identify automation and “shift-left” opportunities, and share best practices across the Service Management community. Success will be measured by improvements in Experience Level Agreements (XLAs) and customer satisfaction scores. If you’re passionate about service quality and thrive in a collaborative data-driven environment.
What you’ll do
- Monitor and analyse XLA performance and work with the Service Experience Lead to develop a service experience improvement roadmap.
- Define and document a complete and comprehensive catalogue of colleague and Store user personas.
- Analyse the current service experience and satisfaction levels when accessing and communicating with the IT Service Desk for each persona to identify issues and opportunities for an improved end to end experience
- Develop and propose improvement solutions focusing on increasing the overall experience of Colleagues and Stores, considering the channels available to them, there accessibility and usability.
- Gather, monitor and analyse response levels and feedback provided through the CSAT process to identify trends, risks and Issues, conducting investigations to establish root causes, sharing findings and proposed solutions with the Service Experience Lead.
Who you are
- Retail experience is a distinct advantage.
- Strong understanding of customer satisfaction (CSAT) processes, with experience designing, collecting, and analysing customer feedback.
- Excellent knowledge of ITSM Tools such as ServiceNow/BMC Helix, Agent Workspaces
- Outstanding communication and interpersonal skills, able to influence stakeholders and advocate for customer-centric improvements.
- Excellent knowledge of Service Desk channels and other technologies such as AI, Machine Learning and Natural Language processing used to automate and improve customer experience within customer first IT Service Desks.
What’s in it for you
Being a part of M&S is exactly that – playing your part to bring the magic of M&S to our customers every day. We’re an inclusive, dynamic, exciting, and ever evolving business built on doing the right thing and bringing exceptional quality, value, service to every customer, whenever, wherever and however they want to shop with us.
Here are some of the benefits we offer that make working for M&S just that little bit more special…
- After completing your probationary period, you’ll receive 20% colleague discount across all M&S products and many of our third-party brands for you and a member of your household.
- Competitive holiday entitlement with the potential to buy extra holiday days!
- Discretionary bonus schemes awarded based on how you achieve your personal objectives and our performance as a business.
- A generous Defined Contribution Pension Scheme and Life Assurance.
- A dedicated welcome to our teams with a tailored induction and a wide range of training programmes to develop your skills.
- Amazing perks and discounts via our M&S Choices portal to maximise your financial and personal wellbeing.
- Industry-leading parental, adoption and neonatal policies, providing support and flexibility for your family.
- Access to a fantastic range of wellbeing support for all colleagues including access to our 24/7 Virtual GP and PAM Assist to support you and your family.
- A charity volunteer day to support a charity or cause you're passionate about through a dedicated day away from work.
Everyone’s welcome
We’re ambitious about the future of retail. We’re innovating, disrupting, and leading the way into a more inspiring, digital era. It’s an exciting time to be part of M&S.
To support us on our journey, we’re building inclusive, diverse teams where everyone can be themselves, do their best work, and make change happen. We support each other and succeed together.
Don’t worry if you don’t meet every single requirement of the job description. It’s more of a guide to what’s possible within the role. If you’re passionate, ready to work hard, and think the role feels right for you, we’d love to hear from you. #hybridrole #LI-Hybrid #LI-OT1
Meet the Team
Being an in-person business
We're at our best when we're close to customers, and for many of us at M&S, that means working in store every day.
To stay close to customers, our support teams are in the office three days a week as we believe that skills are developed through collaboration, and that spending time together makes us more creative and connected. It also means we can solve problems as soon as they arise, learn and grow as a team, build trust, and get closer to our colleagues.
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Make Your Mark
Upcoming projects
Take part in our M&S Digital & Tech team days. Grow your digital and data skills through our BEAM Academy. Or challenge yourself at one of our business-wide hackathons. We also partner with Women in Data, Databricks and Cajigo to increase opportunities for women in digital and data.
Opportunities to be heard
Your voice and your ideas matter here. Our 8 colleague networks are places to find support, listen to each other and encourage debate. You can pitch ideas ‘Straight to Stuart’, our CEO, or get involved in our BIG (Business involvement Group).
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Benefits
How to Apply
Here’s what to expect at each stage of the application process. This can change depending on the role you’ve applied to. If you need any reasonable adjustments made at any stage, let us know and we can help.
Send us your application
Fill in our short application form and hit submit.
Online assessment
Depending on the role you are applying for, you may be invited to do an assessment. Your Talent Acquisition Partner will guide and inform you along the way.
Interview
We'll invite you to join us for an interview. This could be remote or in person. Here, we'll ask you some role based technical questions and examine the behaviours we're looking for.
Decision
After we’ve made our decision, we’ll be in touch. If you’ve been successful, we’ll officially invite you to join the team and let you know the next steps.
Service Experience Analyst
- Team
- Digital & Tech
- Store
- Salford Quays
- Location
- Salford, Greater Manchester
- Contract type
- Permanent
- Position type
- Full Time
- Salary
- Competitive + Benefits
- Closing date: 2nd September 2025
- Reference: 95327