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.

What's in it for you?

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 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

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.

INDHP

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