Position Summary
Role: Lead Customer Insight Analyst
Location: Leeds, LS15 8GB (hybrid working after completion of training)
Salary: £60,000 - £70,000 per annum DOE, plus up to 10% discretionary annual bonus and extensive benefits
Contract type: Permanent
Employment type: Full time
Working hours: Monday – Friday 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 from request through to delivery. We are Great Place to Work certified and consider colleague experience a top priority every day. Our people are fundamental to our success, and we are committed to developing a positive, open and honest working environment for all.
What you’ll be doing
Strategic Insight & Commercial Impact
* Lead high‑impact insight projects aligned to the Customer Insight Roadmap, ensuring delivery against commercial and customer objectives.
* Deliver analysis that moves beyond reporting: connecting data to behavioural insight, growth levers, and actionable recommendations.
* Proactively identify emerging trends, opportunities, or risks through behavioural segmentation, cross‑shop analysis, and forecasting.
Stakeholder Engagement & Cross‑Functional Collaboration
* Act as a trusted insight partner to stakeholders across Marketing, CRM, Digital Experience, Product, Operations, BI, and Data Science.
* 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.
* Work with BI and Data Engineering teams to ensure the Single Customer View (SCV) and data pipelines are accurate, reliable, and leveraged effectively.
* Facilitate insight sessions and working groups that help non‑technical stakeholders make confident, data‑led decisions.
Leadership, Coaching & Quality
* Lead, mentor, and develop a team of 3 analysts, setting clear expectations for quality, communication, and ownership.
* Provide structured coaching and regular feedback, helping analysts build confidence and strategic thinking.
* Encourage autonomy while fostering a supportive, learning‑oriented culture that values curiosity and initiative.
Technical Delivery & Automation
* Own and evolve key dashboards, ensuring they are automated, relevant, and insight‑ready.
* Deliver accurate reporting across core KPIs (e.g. cross‑shop, CMD, app usage, activation, retention, and reactivation).
* Partner with BI and data teams to validate and enhance data quality across internal reporting structures.
Strategic Alignment & Advocacy
* Demonstrate deep understanding and advocacy of the Customer Insight vision, strategy, and roadmap.
* Contribute to quarterly roadmap planning, prioritisation, and delivery reviews.
* 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
* 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 and beauty purchases
* 25% discount on Pharmacy2U Private Online Doctor Services
What happens next?
Please click apply. If we think you are a good match, we will contact you 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.
#J-18808-Ljbffr