Customer Analyst

Overview

In a nutshell, we're all about making the world of wine a better place. We fund and source directly from independent winemakers to bring customers better quality wine for a better price. No thirsty middlemen as far as the eye can see.

It's a different way of doing things, sure. But it works. We're one of the UK's favourite wine clubs, shipping over 1 million (!) cases a year to curious wine lovers. And with an ambitious road ahead, we've got no plans on plugging the cork on growth.

Our global team (we have offices in the US and Australia, too) is entrepreneurial by nature, obsessive about customer experience and driven by performance. All things that make Naked a great place to grow both personally and professionally. And yes, we like wine. A lot.

It takes a village to be Naked. That's why we're always on the lookout for eager talent to join the club. And now, our Customer Analytics team is looking for a Customer Analyst to join the fun. This role sits at the heart of how we understand, acquire, engage and retain our customers. You'll partner closely with teams across Acquisition, Loyalty & Retention and Product
, helping turn complex customer data into clear, actionable insights that drive smarter decisions and better outcomes.

If you're excited by customer behaviour, love digging into data, and want your analysis to genuinely influence strategy, there's a Naked welcome pack with your name on it. Together, we'll take Naked Wines to the next level - and share our not-so-well-kept secret with the world.

Location & Flexible working
:
London or Norwich Office Hybrid Role (1 day a week in the office).

• Analyse customer behaviour across the full lifecycle to uncover drivers of acquisition, engagement, retention and lifetime value (LTV)
• Build and evolve customer segmentations to support pricing, product development and personalised marketing strategies
• Support key strategic initiatives (such as retention programmes and lifecycle improvements) through exploratory analysis, experiment design and performance evaluation
• Analyse engagement with marketing communications to improve targeting, messaging and channel effectiveness
• Deliver insights into how customers interact with our website and apps
  , identifying opportunities to improve experience and conversion
• Translate business questions into clear, data-driven insights and practical recommendations
• Create and deliver dashboards, reports and presentations that work for both technical and non-technical audiences
• Monitor and interpret key customer and commercial KPIs
  , spotting opportunities to improve performance across the customer journey
• Support the design, execution and analysis of A/B tests and experiments

• 2-3 years' experience in an analytics or data analysis role, ideally within D2C or e-commerce
• A strong commercial and customer-first mindset
• Proven experience working with large, complex datasets using SQL
• Strong analytical and problem-solving skills, with the ability to identify root causes and recommend data-led solutions
• Confident storytelling skills - you can clearly explain what the data is telling us and why it matters
• Strong written and verbal communication skills, with the ability to tailor insights to different audiences
• A collaborative approach and the ability to build effective working relationships across teams
• Good organisation and time-management skills, with the ability to meet deadlines
• An understanding of statistical methods and how they're applied to real business problems
• A results-oriented mindset and a genuine passion for using data to drive growth
• Experience with A/B testing or experimentation is a bonus (but not essential)

• Ambition (dream big):
  Carrying out plans effectively and actively seeking opportunities to learn

• Judgement (make good decisions):
  Testing ideas and learning from outcomes; surfacing risks early
• Discipline (adhere to high standards):
  Planning well and delivering high-quality work consistently and efficiently
• Influence (have a big impact):
  Collaborating across teams and seeking input to widen expertise
• Accountability (take full responsibility):
  Sharing honest updates and…