Lead customer insight analysis that supports CRM strategy, retention, reactivation and customer lifecycle performance
Own and build regular and ad-hoc reporting on customer, campaign, audience and trading performance
Own the agenda setting for the quarterly Customer Insights Forum, engaging C-suite and cross-functional stakeholders to highlight key risks, opportunities and priorities for the business
Generate insight-led recommendations that improve retention, frequency, spend and long-term customer value
Develop segmentation, profiling and behavioural analysis to support personalisation and more effective targeting
Partner with CRM, trading, digital and commercial stakeholders to answer key business questions and identify growth opportunities
Improve reporting, dashboarding and visualisation approaches to make insight more accessible and actionable
Help monitor data quality and identify risks or opportunities within the customer data environment
Manage and develop a Customer Insight Analyst, contributing to high standards across the wider insight team

Strong analytical and technical skills, including advanced Excel and solid SQL capability
Proven experience in a customer insight, CRM analytics or segmentation role
Strong communication and stakeholder management skills, with the ability to present insight to both technical and non-technical audiences
Experience analysing campaign performance, customer behaviour and lifecycle trends to inform commercial decisions
Ability to work confidently with large and complex data sets and translate analysis into clear, actionable recommendations
Experience in retail, e-commerce, loyalty or a customer-led environment would be highly beneficial
Experience using data visualisation tools such as Qlik Sense or Tableau is desirable
Knowledge of CRM platforms, audience targeting and customer segmentation approaches would be an advantage
Degree-level education or equivalent analytical experience is preferred

Senior Customer Insight Analyst

Key skills