Ready for a challenge?
About this role
As a Senior Customer Analyst in our UK Analytics team, you will play a pivotal role in understanding and shaping the customer experience across our business. You’ll lead the charge on analysing customer behaviour, lifecycle journeys, loyalty program performance, and customer base dynamics—delivering insights that influence strategic decisions and help us build lasting relationships with our customers.
This is not just a numbers role – it’s about using data to uncover what drives our customers, creating compelling stories, and enabling the business to act decisively in a competitive, fast-changing environment.
This is a hands-on technical role where you'll own and deliver end-to-end analyses, build smart customer segmentation, track key lifecycle and loyalty KPIs, and continuously improve how we understand and engage our customer base. Working closely with key stakeholders across Marketing, CRM, Product, and Data, you’ll be at the core of our mission to put customers at the heart of every decision.
These are some of the key ingredients to the role:
* Customer Base Management: Analyse performance of segmentation frameworks and base management strategies to improve retention, drive reactivation, and support lifecycle marketing initiatives.
* Loyalty Program Analytics: Measure the effectiveness and ROI of loyalty initiatives, track enrolment and engagement trends, and identify optimisation opportunities.
* Insights Delivery: Provide actionable insights into customer trends, preferences, and churn risks to shape CRM and marketing strategies.
* Performance Monitoring: Build and maintain dashboards and reporting tools to monitor key customer KPIs such as retention, LTV, churn, and engagement.
* Stakeholder Collaboration: Partner with local and global teams across CRM, Marketing, and Product to ensure insights are embedded in decision-making.
* Visual Storytelling: Use tools like Tableau, Looker, or Sheets to turn data into clear, impactful stories that drive action.
* Continuous Improvement: Identify opportunities to refine our understanding of customer behaviour through advanced analytics, experimentation, and testing.
What will you bring to the table?
* Experience in customer or lifecycle analytics, ideally within a B2C, subscription, or loyalty-driven business.
* Proven expertise in analysing customer journeys and behavioural data to drive strategic decisions.
* Experience with loyalty or membership program analytics and customer segmentation.
* Strong SQL skills (mandatory - there will be a live assessment!), with experience in Python or R being a plus.
* Skilled in data visualisation tools such as Tableau or Looker.
* Ability to present findings clearly to stakeholders, including non-technical audiences.
* Strong understanding of key customer metrics (e.g. retention, LTV, churn) and performance drivers.
* Evidence of delivering insights that have directly improved customer engagement, retention, or commercial outcomes.
* Comfortable working across cross-functional teams and influencing senior stakeholders.
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