CX Apprentice - Data

Thgingenuity Sourced

Northwich, Germany Full-time Not specified

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About the role

<div class="content-intro"> About THG Ingenuity THG Ingenuity is a fully integrated digital commerce ecosystem, designed to power brands without limits. Our global end-to-end tech platform is comprised of three products: THG Commerce, THG Studios, THG Fulfilment.  Each represents a single, unified solution, overcoming challenges and taking brands direct-to-consumer. Our client portfolio includes globally recognised brands such as Coca-Cola, Nestle, Elemis, Homebase, and Proctor & Gamble.</div>What’s the role?   Job Title: CX Apprentice - Data  Reports to: CX Analytics and Performance Director  Apprenticeship: Data Analyst Level 4  Duration: 12-18 months, subject to learner progress + End Point Assessment   <h2>Role Purpose</h2> To support the Customer Service department in turning core operational data into clear, actionable insight — covering everything from divisional headcount and budgets through to CS performance metrics, carrier claims and returns — helping the business understand performance and identify where the customer experience can be improved. <h2>Key Responsibilities</h2> <ul> <li>Support core CS operational performance reporting across the department, including divisional headcount, budgets and key performance metrics such as CSAT and APH.</li> <li>Collect, clean and validate data from multiple internal and external sources across CX/CS operations, including carrier claims, returns (e.g. ZigZag), post-dispatch communications and customer contact systems.</li> <li>Build and maintain dashboards and reports (e.g. Power BI) tracking department-wide CS metrics, from workforce and budget data to claims and returns performance.</li> <li>Write and run SQL queries to extract and manipulate data from relational databases in support of departmental reporting.</li> <li>Identify trends and patterns across headcount, budget, claims, returns and delivery data, flagging root causes and opportunities for improvement.</li> <li>Support CS leadership and wider teams with ad hoc analysis to inform decision-making, resourcing and client reporting.</li> <li>Maintain data quality standards across CS operational data sets, escalating and helping resolve data quality issues as they arise.</li> </ul> <h2>What We Need From You</h2> <ul> <li>A genuine interest in data and how it drives business and operational decisions</li> <li>Strong analytical thinking and attention to detail</li> <li>Willingness to learn SQL, Power BI and other data tools</li> <li>Comfortable working with numbers and translating data into insight for non-technical audiences</li> <li>GCSEs (or equivalent) at Grade 4 or above in English and Maths, or working towards Functional Skills Level 2</li> <li>Proactively manage your own learning, working closely with your training provider to meet course deadlines and complete tasks on time</li> </ul> <h2>What You'll Get In Return</h2> <ul> <li

Skills

Ingenuity CS & CX

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