Vacancy NameCustomer Insight Analyst Vacancy NoVN1027 Job TypePermanent LocationHatfield Job Details
Customer Insight Analyst
Contract type: Permanent
Location: Hatfield (Hybrid working - 3 days in the office)
Working hours per week: 40 hours
Level: Associate
Application closing date: 25th August 2025
About us
Our mission is to deliver joy in every shop, through unbeatable choice, unrivaled service, and reassuringly good value.
We’re Ocado Retail, a market-leading, joint venture between Ocado Group and M&S and the world’s largest dedicated online supermarket. Not only is Ocado.com the only place to shop a full range of M&S food online, but it’s also the home to the widest online supermarket range in the UK and champion of small, independent brands. We’re also the brains behind, our same-day grocery delivery service.
About the team and the role
The Customer Insight Analyst role is responsible for supporting the marketing & CRM teams as well as the wider Ocado business in delivering their commercial objectives. The team is responsible for growing the business through customer acquisitions and keeping our existing customers loyal. Customer Insight Analysts are required to extract, manipulate and analyse wide data sets to provide critical management information to enable decision-making on key questions. This includes informing customer segmentation, behavioural tracking, campaign design, supporting implementation, advising on campaign performance, statistical analysis, and suggesting improvements to allow Ocado to best fulfil the customer's needs.
What you’ll do
1. Interrogating internal databases to provide recommendations to the marketing team and Ocado Retail’s senior leadership within the commercial context. This will involve both shorter-term, quick turnaround questions to help inform tactical decision-making and longer-term projects shaping the future of Ocado Retail’s customer and marketing strategy.
2. Visualising data and presenting insight in a concise manner with presentations tailored to the technical level of the audience.
3. Analyse information beyond our own data sources in order to develop our understanding of customer and retail perception and our performance relative to the wider market.
4. Developing and maintaining key business reports to enable stakeholders to self-serve regular queries and increase the level of data-based decision-making within the company.
5. Applying statistical techniques such as regression modelling to quantify the impact of variables affecting past campaign performance (and build prediction models for future performance accordingly), as well as applying statistical tests to validate the robustness of recommendations.
Example Projects
6. Set up a trial to assess the incremental value of offering customers same-day delivery and provide a recommendation to the CEO on what our same-day delivery service should look like
7. Determining the incremental value and impact on lifetime value from our customer propositions, including Smart Pass, Reserved and App
8. Leading on customer propositions, recruitment optimisation to maximise ROI
9. Personalised customer product recommendations in our email communications
10. The impact of small basket delivery charges on customer retention
11. Segmentation of our customers based on their basket contents to improve CRM communication and targeting
Who you are
12. Numerate and analytical thinking with experience in retail or consumer-facing FMCG
13. Commercial awareness and problem-solving ability
14. Curiosity about customer motivations and human behaviour
15. Strong communication, teamwork, and influencing skills
16. Excellent Excel skills and knowledge of SQL and Tableau would be advantageous
17. Numerate or Technical Degree (2:1 and above), with Mathematics A Level (or equivalent) Grade B or above
18. Problem-Solving
19. Communication Skills
20. Influencing
21. Project Management/Planning
22. Relationship Management
23. Commercial Awareness
What’s in it for you
By joining Ocado Retail you’ll have the chance to experience life at the world’s largest online retailer, work with an amazing bunch of people who challenge what’s possible each day, and grow your skills and career in online retail.
If that’s not enough to tempt you, you’ll also get access to loads of great benefits to sweeten the deal. Here’s a taste of what we offer:
Health & Wellbeing: Private medical insurance with the option to add your family, Digital GP appointments, market-leading family policies, mental health support, discounted gym memberships, dental insurance, and more.
Spend & Save: Annual bonus scheme split between personal and business objectives, recognition with reward platform, up to 7% matched pension contributions, 15% Ocado discount, 20% M&S discount, free breakfast every day in the office, electric vehicle leasing scheme and free shuttle bus from Hatfield station to the office.
Never miss the moments that matter: Blended/Hybrid working, 26 days holiday plus 8 flexible bank holidays, options to buy an extra holiday, 2 weeks work from anywhere, and lifestyle break opportunities.
Our Hiring Process
Lucky for us, we get loads of great applications and we really appreciate that so many people put the time and effort in to apply. To recognise that, we treat all applications respectfully and fairly. So, if yours stands out, you’ll follow our standard hiring process - one of our Talent Partners will talk you through this in an initial call.
Everyone’s welcome
We’re an equal opportunities employer. That means that we make sure all potential colleagues are treated fairly and equally. If you require reasonable adjustments during the recruitment process, please let us know on the application form.