Customer Insight Analyst

Customer Insight Analyst – Hakim Group

Location: Darwen (3 days per week in the office - BB3 1AE)

Joining the Hakim Group means becoming part of a close-knit family of independent optical practices across the UK and Ireland. A career here offers empowerment, innovation, and support in a community of passionate professionals. As Hakim Group expands, we’re investing in understanding our patients better.

We’re looking for an experienced Customer Insight Analyst to analyse data from CRM, POS, digital platforms, and surveys, turning complex information into clear insights. You’ll uncover behavioural trends, enhance segmentation strategies, and drive retention and conversion. You’ll also analyse satisfaction and advocacy data, using sentiment and key driver analysis to pinpoint areas for improvement.

Roles & Responsibilities

• Analyse patient and customer data across CRM, POS, digital platforms, and survey responses to identify behavioural trends and growth opportunities.
• Design and interpret customer satisfaction and advocacy surveys, applying sentiment analysis and key driver modelling to surface actionable insights
• Build dashboards and reporting frameworks linking Recall performance, satisfaction scores, and repeat purchase behaviour to commercial KPIs
• Act as the key liaison between marketing teams and technical partners throughout the design and build of a new Customer Data Warehouse
• Support campaign targeting and personalisation through cohort analysis and predictive modelling.
• Maintain retention dashboards to track CLTV, recall conversion, repeat purchases, and churn risk.
• Collaborate with Marketing, Operations, Product, and Practice teams to inform lifecycle communications and service improvements
• Lead pre/post campaign analysis and contribute to the testing roadmap to steer optimisation priorities
• Translate complex data into clear, executive-ready insights for internal stakeholders and partner briefings
• Ensure compliance with GDPR and healthcare data governance standards.

The Ideal Candidate

We’re looking for a commercially minded analyst who blends technical expertise with strategic thinking:

• Proven experience at a strategic level in customer insight, CRM analytics, or marketing analytics (ideally in healthcare, D2C, optical retail, or service sectors).
• Strong skills in SQL and Python, with experience using Power BI, Tableau, or similar visualisation tools and experience working with data warehousing environments
• Deep understanding of segmentation, lifecycle mapping, and campaign performance measurement.
• Experience with CRM channel data (DM, SMS, Email) and MarTech ecosystems.
• Confident designing and interpreting surveys, including sentiment and key driver analysis.
• Ability to transform complex data into clear, actionable insights and strategic recommendations.
• Experience building dashboards and managing reporting cycles independently.
• Familiarity with demographic profiling tools like Mosaic or NSPL is a plus.
• Strong knowledge of GDPR and data protection protocols.