Lead Customer Insight Analyst

LEAD CUSTOMER INSIGHT ANALYST

XXX’s Customer Insight function is full ownership and hands‑on leadership. I lead a team of 4 analysts and own customer segmentation, LTV modelling and insight strategy across acquisition, retention and lifecycle campaigns.

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.

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

• Own LTV modelling 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 analyse A/B tests to optimise 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

• Azure to Microsoft Fabric migration (starts Jan)
• Tableau to Power BI migration
• RFM integration into CRM workflows
• Smart Reminders campaign measurement (prescription refills)

• Strong SQL (querying large datasets, complex joins, optimisation)
• Customer segmentation, LTV modelling, 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

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

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

• 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
• 1‑hour with Head of Customer Insight (motivation, fit)
• Technical task: dataset + brief, create insight output in Power BI, present findings (~90 min, preferably F2F Leeds)
• Final interview (senior leadership, offer)

Send CV to Mohammed Buhariwala at Harnham