Senior Research Analyst - Voice of the Customer - FARFETCH

PT Flexible Office Location
25 Jan 2022
22 Mar 2022
Full Time
FARFETCH exists for the love of fashion. Our mission is to be the global platform for luxury fashion, connecting creators, curators and consumers.

We're a positive platform for good, bringing together an incredible creative community made up by our people, our partners and our customers. This community is at the heart of our business success. We welcome differences, empower individuality and celebrate diverse skills and perspectives, creating an inclusive environment for everyone. We are FARFETCH for All.


We're passionate about operational excellence, acting with our customers and partners always in our heart. Covering the entire order journey, we create our online content, secure payments and fraud process compliance, ensure order fulfilment and delivery, while providing customer and partner care. In a nutshell, we love to create seamless and memorable luxury experiences for our customers all around the world.


Our Portugal offices are located in four of the country's most vibrant cities - Braga, GuimarĂ£es, Lisbon and Porto, known for their rich historical background and warm atmosphere. The teams working in Portugal cover all areas of FARFETCH, from Digital Production to Operations, People and Technology. In our GuimarĂ£es and Porto offices you can experience the latest fashion trends in our European Production sites, and in our Braga, Porto and Lisbon offices you can immerse yourself in the tech world!


Reporting to the Head of Voice of the Customer You'll d emonstrate customer experience and service thought leadership, developing and executing the Voice of the Customer strategy and initiatives roadmap.You are able to represent VoC inside Farfetch and for our vendors.


    • You'll provide an expertise on customer feedback
    • You'll ensure a precise customer root cause recognition, provided by an external vendor (re:infer)
    • You'll document processes, findings and developments.
    • You'll discover and, by use of design thinking and tools, construct potential scenarios, concepts or solutions to challenges that can translate to products, actions or changes to service methods.
    • You'll manage the vendors management (drive the most out of existing vendors by engaging with customer success, by being on top of industry trends and leaders and looking for potential partnership opportunities)


    • University degree, with experience in a numerically focused subject or equivalent relevant work experience
    • You are data and number driven;
    • You are someone empathic and with communication skills.
    • You are familiar with Agile thinking.
    • Experience with the customer feedback and a friction that causes that feedback
    • Fluent English


    • Health insurance for the whole family, flexible working environment and well-being support and tools
    • Extra days off, sabbatical program and days for you to give back for the community
    • Training opportunities and free access to Udemy
    • Flexible benefits program
    • FARFETCH Equity plan


    • FARFETCH is an equal opportunities employer ensuring that all applicants are treated equally and fairly throughout our recruitment process. We are determined that no applicant experiences discrimination on the basis of sex, race, ethnicity, religion or belief, disability, age, gender identity, ancestry, sexual orientation, veteran status, marriage and civil partnership, pregnancy and maternity, or any other basis prohibited by applicable law. We continue to build our consciously inclusive culture as part of our Positively FARFETCH strategy throughout our business, partnerships and communities.

You deeply understand the customer's journey and experience, by mapping the emotional drivers that lead to repurchase and attrition by analyzing customer feedback obtained through a variety of listening channels.${description2}

Similar jobs

Similar jobs