Role
Lead Research Analyst
Location
Leeds, LS15 8GB. Hybrid schedule: 1-2 days per week in office.
Salary
£55,000 - £65,000 per annum, DOE, plus up to a 10% discretionary bonus and extensive benefits.
Contract
Permanent
Employment type
Full time
Working hours
Monday – Friday, 37.5 hours per week. Core hours 09:30 – 16:00; flexible around these.
Why you'll love working with us
We believe great people deserve great support. That's why we offer a benefits package designed to look after your health, finances, career and life outside work.
Benefits
Financial security & rewards
* Competitive contributory pension
* Occupational sick pay
* Long‑service awards and refer‑a‑friend bonuses
* Professional registration fees covered (GPhC, NMC, CIPD and more)
* Cycle to Work and Green Car schemes (subject to eligibility)
Family‑friendly
* Enhanced maternity and paternity pay
* Flexible hybrid working to help balance work and home life
Health & wellbeing
* Private healthcare insurance at discounted rates (Aviva)
* Employee Assistance Programme and in‑house mental health support
* Access to discounted gym memberships via Blue Light Card and benefits schemes
* Regular health and wellbeing initiatives
Career growth
* Strong commitment to CPD, training and professional development
Time off & flexibility
* 25 days' annual leave, increasing with service
* Buy and sell holiday scheme
Everyday perks & exclusive discounts
* Blue Light Card and employee discount platform
* Exclusive discounts at The Springs, Leeds
* 25% off health & beauty purchases
* 25% off Pharmacy2U Private Online Doctor services
Culture & community
* Regular social events throughout the year
Responsibilities
* Design, deploy, analyse and report on customer and patient surveys and research programmes across the end‑to‑end journey.
* Own Customer Experience (CX) measurement, including NPS, CSAT and Ease of Use, delivering quick‑win improvements and overseeing BI dashboard development.
* Evaluate all patient and customer touchpoints to identify insight gaps; design and implement new surveys to close gaps (e.g. lapsed customer research).
* Deliver rapid, incremental insights that drive short‑term commercial and operational value, such as:
o Reasons for registration non‑completion
o Barriers to eScript adoption
o Online journey and service pain points
* Integrate Trustpilot reviews and social listening insights into regular reporting, conducting manual thematic analysis while building the business case for dedicated tooling.
* Partner with Data Science and AI teams to define quantitative and unstructured data requirements, embedding advanced analytics outputs into research narratives.
* Develop and own a holistic Voice of Customer (VoC) framework, combining survey data, behavioural insight, reviews and operational metrics into actionable strategic insight.
* Lead market research initiatives, including competitive benchmarking, category and landscape analysis, trend identification and brand health tracking.
* Deliver customer segmentation studies that combine behavioural and attitudinal data to create clear, actionable strategic segments.
* Support new service and proposition development through concept, pricing and message testing to optimise market fit and adoption.
* Translate insight into clear, practical recommendations for Marketing, Product, Service, Operations and Strategy teams.
* Champion customer and market centricity through compelling, influential insight storytelling.
* Support participation in an out‑of‑hours rota as required by the business.
Qualifications
* Strong experience in customer and market research, including survey design, statistical analysis and insight generation.
* Hands‑on use of survey platforms such as Qualtrics, SurveyMonkey or equivalent.
* Advanced Excel capability for data manipulation, analysis and visualisation.
* Experience using data visualisation and BI tools such as Power BI or Tableau.
* Familiarity with core research methodologies including segmentation, brand health tracking, concept testing and competitive benchmarking.
* Proven ability to deliver rapid, actionable insights that drive short‑term business value.
* Experience integrating multiple data sources (survey data, reviews, social listening and market data) to create holistic insight.
* Strong PowerPoint skills with a focus on clear insight storytelling and senior stakeholder communication.
* Excellent stakeholder management skills and ability to work autonomously across multiple priorities.
* Applicants must prove the right to live in the UK.
* All successful applicants will be required to undergo a DBS check.
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