Lead Customer Insight Analyst

4 days ago

Leeds, Leeds, United Kingdom Harnham Full time

LEAD CUSTOMER INSIGHT ANALYST

£60,000–£70, % Bonus | Leeds (2 days/week) | Healthcare E-commerce

THE COMPANY

UK's largest online healthcare platform delivering prescriptions directly to patients' homes. Four core divisions: NHS prescription delivery, private online consultations, pet healthcare, and direct-to-consumer health products. PE-backed, forecasting 20% growth, scaling to £1bn+ turnover.

THE ROLE

Lead the customer insight function and manage a team of 4 Insight Analysts. Full ownership of customer segmentation, LTV modeling, and insight strategy across acquisition, retention, and lifecycle campaigns. Report to Head of Customer Insight. Hands-on leadership role - balance strategic ownership with getting into the data yourself.

WHAT YOU'LL DO

  • Own LTV modeling and RFM analysis across the business
  • Build customer segmentation frameworks for acquisition and retention programs
  • Work with social listening tools and voice of customer data
  • Design and analyze A/B tests to optimize campaigns
  • Partner with Data Science on predictive models (churn, propensity, scoring)
  • Present insights to CMO, CRM Director, and Finance teams
  • Manage team of 4 analysts - set direction, develop talent, show what great looks like

KEY PROJECTS

  • Azure to Microsoft Fabric migration (starts January)
  • Tableau to Power BI migration
  • LTV model rollout across organization
  • RFM integration into CRM workflows
  • Smart Reminders campaign measurement (prescription refills)

WHAT YOU NEED

Essential:

  • Strong SQL (querying large datasets, complex joins, optimization)
  • Customer segmentation, LTV modeling, or RFM analysis experience
  • Understanding of predictive models (churn, propensity, scoring)
  • Power BI or Tableau for dashboards
  • Team leadership or mentorship experience
  • Confident C-suite communicator with energy and presence

Highly Desirable:

  • Subscription business or repeat purchase experience
  • E-commerce or direct-to-consumer analytics
  • Marketing analytics background
  • Python or R for data analysis

TECH STACK

SQL (essential) | Power BI (migrating from Tableau) | Azure/Microsoft Fabric | Python (nice to have) | Social listening tools

WHAT'S ON OFFER

  • £60K-£70K base + 10% bonus
  • Leeds hybrid (2 days/week, near M1)
  • Greenfield opportunity to build insight function
  • Team will grow significantly if successful
  • High visibility with senior leadership
  • Mission-driven: helping patients access healthcare

INTERVIEW PROCESS

  1. 1-hour with Head of Customer Insight (motivations, fit)
  2. Technical task: dataset + brief, create insight output in Power BI, present findings (~90 mins, preferably F2F Leeds)
  3. Final interview (senior leadership, offer)

Timeline: 2-3 weeks

HOW TO APPLY

Send CV to
Mohammed Buhariwala
at Harnham

Keywords:
Customer Insight, LTV, RFM, Segmentation, SQL, Power BI, Healthcare, E-commerce, Leeds

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