Customer Feedback Analyst


Company:	Greggs PLC
Salary:	Up to £28,396 per annum, depending on experience
Hours:	Full-time
Location:	None, NE12 8BU
Job type:	Permanent
Posting date:	14 Oct 2026
Closing date:	26 Oct 2026

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Summary

Vacancy Information

We have a fantastic opportunity to join the Retail Analytics team at Greggs and really help to understand what customers are telling us, why it is happening and what Retail should do next to adapt to feedback.

We can offer you:

21 days (4.2 weeks) annual leave, pro-rated, increasing with service, plus bank holidays and 1 additional floating day
Colleague discount, up to 50% off our own-produced products
Pension scheme with matching employer contributions up to 7%
Paid breaks
Free hot drinks while on a shift break
Profit share: We want everyone to share in the success of the business, so we distribute 10% of our profits to all our colleagues who have at least 6-month service, or more, each year
Share save schemes that let you buy discounted Greggs shares, by saving a set amount of money over a fixed time, to have an even bigger share of our profits
Career progression and learning and development
Employee Assistance Programme; A free, confidential helpline, offering advice and support with financial, relationship, work-related and wellbeing issues, 24 hours a day, 365 days a year. Including a mobile app providing a range of wellness content on physical, mental, social, and financial wellbeing
Perks and savings, such as digital gift card discounts, online cashback, in-store and online coupons and lifestyle offers
A company who cares about our communities; the environment and being a better business! Click here to read about The Greggs Pledge
Colleague Networks – internal groups where colleagues and their allies can share their own experiences, offer feedback on the way we do things at Greggs, and provide support to one another

About the role

This is a full-time role (35 hours per week) however flexibility in this will be considered
We know that having a work-life balance is important, so we offer our colleagues as much flexibility as possible in line with the needs of their role
The base location for this role is Greggs House, Quorum Business Park, Newcastle Upon Tyne, NE12 8BU

What you’ll do

As Customer Feedback Analyst you will:

Analysing complaints, compliments, queries, suggestions and customer satisfaction results
Identifying recurring themes, emerging issues and differences across shops, areas, products and customer channels
Combining customer feedback with operational and commercial information to understand likely causes and customer impact
Producing regular reports, dashboards and analysis for Customer Care and the wider business
Supporting with developing and maintaining Power BI reports that make customer information easier to access and understand
Finding the story within the data, ensuring data is communicated effectively within the context of Retail Initiatives and drive commercial performance
Working with AI tools to be able to analyse data, identify trends, build reports and analyse outputs
Checking the accuracy and consistency of customer data, measures and reporting
Explaining findings clearly to colleagues and recommending practical next steps
Working with teams across the business to follow up important findings and support improvements

About you

You will fit right into this role if you can demonstrate:

You are someone with a numerical background (e.g. A-Level Maths/Sciences etc.), an analytical mindset and desire to learn and develop within the role
Strong analytical and problem-solving skills
Strong Excel skills
Experience working with large datasets and information from more than one source
The ability to identify trends, investigate causes and reach clear conclusions
The ability to turn analysis into practical recommendations
Good written and verbal communication skills, with confidence presenting findings to different audiences
A careful approach to data quality, accuracy and documentation
Confidence using tools such as CoPilot to help analyse large volumes of customer feedback, while checking findings against the original data and critically auditing the conclusions drawn
An interest in customer behaviour and the factors that affect customer satisfaction
Want to develop and are ready to work alongside some great people and have lots of fun on your Greggs journey!

Desirable experience includes:

Experience working within Retail functions, analysing Customer feedback, customer insight or customer experience metrics
Working with customer satisfaction measures, survey results or free-text feedback
Strong Power BI skills, including Power Query (M), DAX and dashboard creation. As well as some experience with third-party Power BI tools such as Tabular Editor and ALM Toolkit

About Greggs

Here at Greggs, we love what we do, and we have fun! What makes Greggs so special is our culture – the way we are, the way we behave and the way we support each other. We're hard-working, but above all else we're family; and it doesn't matter who you are, where you're from or what your favourite bake is, we’d love you to join us! We want everyone to feel welcome at Greggs and our colleagues to be able to be themselves at work, whatever their background, preferences, or views. We'll make sure you have the skills and knowledge you need to have a great career with us.

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