Lead Customer Insight Analyst

Role: Lead Customer Insight Analyst Location: Leeds, LS15 8GB (with hybrid working after completion of training) Salary: £60,000 - £70,000 per annum DOE, plus up to a 10% discretionary annual bonus and our 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’re a market leader in the pharmacy world, with 25 years’ 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 as we consider colleague experience a top priority every day. Our people are fundamental to our success and ensuring we achieve our vision to be a world leading, patient‑centric digital healthcare provider. We are committed to continuing to develop a positive, open and honest working environment for all. The Lead Customer Insight Analyst plays a pivotal role in transforming data into strategic action. This role balances hands‑on analytics with visible leadership, delivering insight that drives growth while elevating how data influences decision‑making at every level. You will be a key delivery partner to the Head of Customer Insights, responsible for leading insight projects that shape Pharmacy2U’s customer strategy, retention, and experience. You’ll set standards for analytical excellence, coach the team, and ensure outputs are commercially impactful, proactive, and trusted by the business. Benefits Occupational sick pay Enhanced maternity and paternity pay Contributory pension Discounted insurance (Aviva) Employee discount site Discounted gyms (via our 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 & health & beauty purchases 25% Discount on Pharmacy2U Private Online Doctor Services 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 closely 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 re‑activation). 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. What happens next? Please click apply and if we think you are a good match, we will be in touch 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