Lead Customer Insight Analyst

Job Overview

Lead Customer Insight Analyst at Pharmacy2U Ltd. The role is based in Leeds, LS15 8GB
and will be hybrid after completion of training.

Base pay range: £60,000 – £70,000 per annum, plus a discretionary bonus up to 10% and extensive benefits.

Contract type: Permanent.
Employment type: Full time.
Working hours: Monday to Friday, 37.5 hours per week.

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 three 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.

What we offer

• 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 on health & beauty purchases
• 25% discount on Pharmacy2U Private Online Doctor Services

Who we’re 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.” If we think you’re 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.

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