Lead Customer Insight Analyst

£60,000-£70,000 + 10% Bonus | Leeds (2 days/week) | Healthcare E-commerce

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 modeling, and insight strategy across acquisition, retention, and lifecycle campaigns. Report to Head of Customer Insight. Hands-on leadership role - balance strategic ownership with getting into the data yourself.

• Own LTV modeling 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 analyze A/B tests to optimize 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 January)
• Tableau to Power BI migration
• LTV model rollout across organization
• RFM integration into CRM workflows
• Smart Reminders campaign measurement (prescription refills)

Essential:

• Strong SQL (querying large datasets, complex joins, optimization)
• Customer segmentation, LTV modeling, 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

Highly Desirable:

• 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

• £60K-£70K base + 10% bonus
• 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. 1-hour with Head of Customer Insight (motivations, fit)
2. Technical task: dataset + brief, create insight output in Power BI, present findings (~90 mins, preferably F2F Leeds)
3. Final interview (senior leadership, offer)

Timeline: 2-3 weeks

Send CV to Mohammed Buhariwala at Harnham

Keywords: Customer Insight, LTV, RFM, Segmentation, SQL, Power BI, Healthcare, E-commerce, Leeds