Head of Customer Insights
Location: North London
Renumeration: £110,000 + Bonus
WP15802
We are supporting a private equity-backed, multi-site consumer services group with a national footprint to appoint a Head of Customer Insights. This role is critical in building a best-in-class customer insights and analytics capability, enabling consistent measurement, improved retention, and data-led decision-making across a distributed network.
The position sits at the heart of the commercial function, partnering closely with Operations, Marketing, and Finance to drive customer lifetime value and network performance.
Key Responsibilities
* Own and deliver the Customer Insights roadmap, spanning acquisition (NCT), retention, and forward-looking forecasting across a multi-site estate.
* Establish and embed a single source of truth for customer metrics (Active Clients, Lapse, NCT, LTV), driving consistency across sites and central functions.
* Lead full-funnel performance analysis, linking marketing spend through to customer value and ROI at both central and site level.
* Identify and prioritise key growth levers across acquisition and retention, with clear visibility on impact and payback.
* Translate insight into practical, site-level playbooks, supporting frontline teams in improving customer outcomes.
* Partner with Commercial, Operations, and Finance leadership to embed data-driven decision-making into trading rhythms.
* Deliver regular executive reporting, providing clear insight into performance trends, risks, and forward outlook.
Candidate Profile
* 8+ years’ experience in analytics, customer insights, or commercial strategy.
* Strong preference for candidates from multi-site, retail, healthcare, or other distributed consumer-facing models.
* Demonstrable experience operating in scaled, location-based businesses, where consistency of data and execution is key.
* Strong commercial mindset, with the ability to connect customer metrics to revenue, margin, and EBITDA performance.
* Experience building or embedding KPI frameworks and performance governance across complex organisations.
* Track record of influencing senior stakeholders across both central and operational teams.
* Proven ability to move from reporting to predictive and action-oriented analytics.