Lead Customer Insight Analyst
Location: Leeds, LS15 8GB (hybrid working after training).
Salary: £60,000 - £70,000 per annum DOE, plus up to 10% discretionary annual bonus and extensive benefits.
Contract: Permanent, Full‑time, 37.5 hours per week.
Do you want to work for the nation’s largest online pharmacy, ensuring excellence for all our patients? We are a market leader in the pharmacy world with 25 years of experience, helping over 1.6 million patients in England manage their NHS prescriptions. We are Great Place to Work certified and consider colleague experience a top priority every day. Our people are fundamental to our success and help us achieve our vision to be a world‑leading, patient‑centric digital healthcare provider. We are committed to developing a positive, open and honest working environment for all.
What you’ll be doing
* Strategic Insight & Commercial Impact
o Lead high‑impact insight projects aligned to the Customer Insight Roadmap, ensuring delivery against commercial and customer objectives.
o Deliver analysis that moves beyond reporting: connecting data to behavioural insight, growth levers, and actionable recommendations.
o Proactively identify emerging trends, opportunities, or risks through behavioural segmentation, cross‑shop analysis, and forecasting.
* Stakeholder Engagement & Cross‑Functional Collaboration
o Act as a trusted insight partner to stakeholders across Marketing, CRM, Digital Experience, Product, Operations, BI, and Data Science.
o Collaborate with Data Science & Rapier to evolve predictive models (e.g. churn, lifetime value, propensity to cross‑sell) into actionable insight that shapes campaigns, targeting and strategy.
o Work with BI and Data Engineering teams to ensure the Single Customer View (SCV) and data pipelines are accurate, reliable and leveraged effectively.
o Facilitate insight sessions and working groups that help non‑technical stakeholders make confident, data‑led decisions.
* Leadership, Coaching & Quality
o Lead, mentor and develop a team of three analysts, setting clear expectations for quality, communication and ownership.
o Provide structured coaching and regular feedback, helping analysts build confidence and strategic thinking.
o Encourage autonomy while fostering a supportive, learning‑oriented culture that values curiosity and initiative.
* Technical Delivery & Automation
o Own and evolve key dashboards, ensuring they are automated, relevant and insight‑ready.
o Deliver accurate reporting across core KPIs (e.g. cross‑shop, CMD, app usage, activation, retention, and reactivation).
o Partner with BI and data teams to validate and enhance data quality across internal reporting structures.
* Strategic Alignment & Advocacy
o Demonstrate deep understanding and advocacy of the Customer Insight vision, strategy, and roadmap.
o Contribute to quarterly roadmap planning, prioritisation and delivery reviews.
o Help the wider business understand how insight and predictive modelling support customer growth and retention.
Who are we looking for?
* Bachelor’s degree or higher in a STEM‑related field (Science, Technology, Engineering, or Mathematics).
* Confident communicator who can lead meetings, shape business questions and influence senior stakeholders.
* Experienced in collaborating with data science teams and applying model outputs (e.g. churn, LTV, segmentation) to real‑world business use cases.
* Strong technical capability in SQL, Tableau/Power BI, and Excel.
* Comfortable operating without rigid briefs, able to define scope, structure analysis and lead delivery.
* Passionate about customer behaviour, retention and data‑led growth.
* Thrives on curiosity, accountability and the challenge of turning data into measurable impact.
Benefits and Perks
* Occupational sick pay
* Enhanced maternity and paternity pay
* Contributory pension
* Discounted insurance (Aviva)
* Employee discount site
* Discounted gyms via blue‑light card and benefits schemes
* Employee assistance programme
* In‑house mental health support
* Health and wellbeing initiatives
* Social events throughout the year
* Cycle to work scheme
* Green car scheme (subject to minimum earnings)
* Registration fees paid (GPhC, NMC, CIPD etc)
* Long service bonus
* Refer a friend bonus
* Blue light card
* Hybrid working
* Commitment to CPD/training
* 25 days annual leave increasing with service
* Annual leave buy and sell scheme
* Discounts & exclusive offers at The Springs, Leeds
* 25% discount on health & beauty purchases
* 25% discount on Pharmacy2U Private Online Doctor Services
What happens next?
Please click apply and if we think you are a good match, we will be in touch to arrange an interview.
Applicants must prove they have the right to live in the UK.
All successful applicants will be required to undergo a DBS check.
Unsolicited agency applications will be treated as a gift.
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Other; Industries: IT Services and IT Consulting
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