About the role
We are looking for a talented Customer Insight Analyst to support the Customer Insight Manager in delivering customer-led insight across the business.
You will use SQL (BigQuery), Looker dashboards, our Google Cloud data environment, and Bloomreach Engagement to provide clear reporting, insight, and customer segmentation that the business can rely on. You’ll partner closely with CRM, Digital, Marketing, and Trading teams to inform decisions that improve customer engagement and commercial performance.
Key Responsibilities
1. Analyse customer behaviour across store, web, app, and TV channels to identify trends, opportunities, and performance drivers.
2. Provide clear and actionable insight to support Trading, Marketing, CRM, Digital, and leadership teams.
3. Analyse CRM and marketing activity, including A/B test design, impact and engagement measurement, incrementality, lift, and clear recommendations.
4. Carry out customer deep dives, including frequency, value, acquisition, and cohort analysis.
5. Develop and maintain meaningful customer segments for targeting and personalisation (e.g. RFM, lifecycle, behavioural clusters).
6. Help identify early signs of customer lapse or churn and retention insight.
7. Build and maintain dashboards in Looker that provide accurate and automated reporting.
8. Respond to ad hoc analysis requests and translate technical findings into clear, commercially meaningful insight.
Skills & Experience
Essential
9. At least 2 years’ experience in a customer insight, analytics, or closely related role, with hands-on experience with real customer or consumer data to support business decisions.
10. Strong SQL skills (BigQuery preferred).
11. Experience working with large datasets and cloud-based data environments.
12. Ability to build dashboards (Looker desirable).
13. Strong analytical skills with the ability to turn data into clear insight and recommendations.
14. Experience using Python (for analysis and automation)
15. Familiarity with A/B testing principles and statistical significance.
16. Strong communication skills, able to explain complex ideas simply.
17. Highly organised with excellent attention to detail.
18. Comfortable working in a fast-paced environment with multiple priorities.
19. Strong problem-solving skills
Desirable
20. Experience with Google Cloud Platform
21. Understanding of GA4
22. Experience with Bloomreach Engagement or another CDP.
23. Experience with Jinja or other templating engines.
24. Understanding of data modelling
We will give you
25. Competitive salary
26. 40% Discount Card
27. Free onsite parking
28. 33 days holiday including Bank Holidays (increasing with service)
29. Company pension contribution
30. Cycle to Work Scheme
31. Continuous training, development, and performance management
32. A supportive working environment and collaborative team culture
33. Colleague social events throughout the year, including Summer and Christmas gatherings