Customer Insights Project Coordinator

Job Title: Customer Insights Project Coordinator
Location: Toronto, ON
https://www.uniqlo.com/ca/en/
https://www.fastretailing.com/employment/en/
UNIQLO is a leading brand of the Fast Retailing Group, one of the largest apparel retailers in the world. UNIQLO respects the individuality and lifestyle of all customers and takes pride in creating high-quality, long-lasting, innovative clothing at an affordable price.
Position Overview:
The Customer Insights Project Coordinator plays a pivotal role in championing the customer perspective across all platforms and communication channels, driving continuous enhancements to our products and services. This dynamic position requires proactively collecting, analyzing, and interpreting customer feedback using advanced internal tracking systems. By identifying key trends and opportunities from both customer and staff input, the Coordinator produces impactful reports that inform strategic improvement initiatives and spearheads innovative approaches to increase customer engagement and feedback.
Key Responsibilities:
Customer Insights Analysis: Systematically collect and analyze customer interaction data to uncover trends, pinpoint opportunities, and identify ways to elevate the overall customer experience.
Reporting & Strategic Recommendations: Develop comprehensive reports on customer service performance, delivering actionable insights and recommendations that empower management to make informed, data-driven decisions.
Cross-Functional Collaboration: Partner with departments such as Logistics, Loss Prevention, and E-commerce to co-create and implement strategies that optimize customer-facing processes and outcomes.
Staff Training & Development: Assess training requirements and design targeted development programs to enhance the skills and effectiveness of customer service teams.
Continuous Improvement & KPI Monitoring: Track key performance indicators (KPIs), recommend and implement process improvements, and drive initiatives that boost service quality, operational efficiency, and customer satisfaction.
Complaint Reduction: Proactively address and minimize customer complaints and friction points across all retail locations and online channels, ensuring a seamless shopping experience.
Industry Research & Best Practices: Stay abreast of emerging trends and best practices in customer experience management to maintain a competitive edge and align strategies with evolving customer expectations.
What You Bring
Bachelor’s degree in Business, Communications, Mathematics, or a related field.
Minimum of 2 years of experience in Customer Service Centers, with a strong background in analyzing customer insights and customer experience.
Demonstrated ability to conduct market research and business analysis, with a keen awareness of the drivers of a successful customer journey.
Proven experience analyzing customer data to identify trends, detect fraud, and generate actionable insights.
Deep passion for our brand and a solid understanding of retail and consumer purchasing behaviors.
Strong aptitude for quickly learning and internalizing product and service knowledge to better serve customers.
Exceptional communication skills, adept at leading with clarity and responsibility.
Unwavering commitment to outstanding customer service, with a focus on quality and continuous improvement.
Ability to confidently deliver constructive feedback and coaching to staff, fostering rapid and effective implementation of improvements.
Excellent organizational skills, capable of prioritizing tasks and meeting tight deadlines without compromising attention to detail.
Proven multitasking ability, managing multiple projects seamlessly across different business functions.
Confident in presenting customer insights, findings, and recommendations to senior leadership.