Customer Analytics Lead

Who you are

• 3 - 5 years of expertise in customer analytics, including segmentation, cohort analysis, lifecycle modelling, and retention analytics
• Solid understanding of commercial and customer metrics such as CAC, LTV, retention rates, churn, and conversion funnels
• Strong commercial acumen with the ability to connect customer behaviour insights to revenue, growth, and profitability outcomes
• Experience working with multiple data sources and stitching together cross-functional datasets in an e-commerce environment, to build a complete customer view
• Familiarity with healthcare, pharmaceutical, or subscription-based business models is an advantage

What the job involves

• The Customer Analytics Lead is responsible for delivering end-to-end commercial insights across the customer journey, from acquisition through retention and post-order experience
• This role provides the business with a holistic, commercially-grounded view of customer behaviour, enabling data-driven decision-making across strategic priorities
• Working closely with stakeholders in Commercial, Finance, Growth, Product, Operations, and Customer Research & Insights, the role holder will form hypotheses, design analytical approaches, and uncover actionable insights that shape the company’s understanding of the trends and performance of our customer base segments, and their impact on key commercial metrics
• This individual contributor role connects granular insights from individual analytics squads into a coherent commercial narrative, supporting strategic decision-making of senior stakeholders
• Customer Journey & Commercial Insight
• Own the end-to-end analytical view of the customer journey, from pre-acquisition to retention to post-order experience, identifying key drivers and friction points
• Develop and maintain customer segmentation frameworks and track the health, trends, and commercial impact of key customer cohorts
• Deliver insights on acquisition efficiency, retention dynamics, customer lifetime value, and treatment switching behaviour with a commercial lens
• Monitor and report on customer base KPIs, proactively identifying emerging trends, risks, and opportunities
• Stakeholder Collaboration & Hypothesis-Driven Analysis
• Partner with Commercial, Finance, Growth, Product, Operations, and Customer Research & Insights teams to understand strategic questions and translate them into analytical frameworks
• Collaborate closely with the Customer Research & Insights team to form and test hypotheses about customer behaviour, proposing robust analytical approaches to validate or challenge business assumptions
• Present findings and recommendations to senior stakeholders, translating complex analyses into clear, actionable narratives
• Cross-Functional Analytics Integration
• Collaborate closely with peers in Growth Analytics, Product Analytics, Ops Analytics, and Medical Analytics to synthesise granular insights into a unified commercial picture
• Identify gaps and connections across analytical domains to ensure a joined-up view of the customer experience
• Contribute to the development of shared analytical standards, metric definitions, and data governance practices across the analytics function
• Strategic & Ad Hoc Analysis
• Lead deep-dive analyses to support key strategic initiatives such as pricing decisions, market expansion, treatment portfolio changes, and retention interventions
• Respond to ad hoc analytical requests with rigour and pace, ensuring insights are timely and commercially relevant
• Champion a culture of data-driven decision-making and continuous improvement within the analytics team and broader organisation

Benefits

• Monthly Socials
• Health Insurance
• Gym discount
• Flexible working
• £1,000 Annual Learning and Development budget
• Audible Subscription
• Pension Contribution
• 25 days holiday + UK Bank holidays
• Free HeliosX Products