Senior Analyst - Customer Analytics

Overview

Home. There’s no place like it.

And there’s no feeling like helping people create the joy of feeling truly at home. At Dunelm, that’s what we do. We’re the UK's number one choice for homewares because we make home life lovelier for our customers. And the caring and supportive culture we've created makes this a place you'll feel right at home too.

We are the UK’s Number One homewares retailer offering c100,000 products building a consumer-focused total retail business that delights customers through our multichannel operation.

We are ambitious in our plans to drive further expansion of the business to more customers, shopping more frequently, with more choice, enhanced digital and physical services, and new capabilities to innovate and operate at pace in a fast-changing landscape. In developing the business for the long-term benefit of our customers, we are investing in our supply chain, stores and technology to improve the customer proposition as we move forward.

Are you looking to play a role in the Data & Insight transformation journey of a successful and fast-growing omnichannel retailer? It’s an exciting time at Dunelm, the UK’s biggest homewares brand, as we look to grow our talented Analytics team in order to achieve our mission to put data and insight at the heart of decision making across the business.

At Dunelm, we want to become the most customer-obsessed homewares retailer, and Customer Analytics plays a central role in realizing that ambition. We are building a capability that transforms connected customer data into deep, predictive customer insight, and as a Senior Analyst you will be at the heart of that journey. You will combine behavioural, demographic and market signals to uncover what matters most to customers, helping colleagues make decisions that are more informed, more customer-focused and more effective in driving sustainable growth.

Working on some of Dunelm's most important opportunities, you will partner with stakeholders across the business to ensure customer insight shapes both strategic priorities and everyday decision-making. You will help the business move beyond understanding what customers have done to anticipating what they are likely to do next, identifying emerging needs, behaviors and opportunities before they fully materialize. In doing so, you will help make customer obsession a genuine competitive advantage and ensure the voice of the customer is embedded in how Dunelm grows.

Role Purpose

We are looking for a Senior Analyst to deliver high-impact analytics projects that improve decision making across a £2bn omnichannel retail business. The Senior Analyst will take ownership of end-to-end analytical projects, working with stakeholders to define problems, carry out analysis and turn findings into actionable recommendations. They will help the business use data more effectively, improving the quality of decisions and delivering measurable commercial value.

What you'll be doing

Key Responsibilities

Deliver Analytics Projects

• Lead the delivery of medium to large analytics projects aligned to key business priorities

• Translate commercial questions into clear analytical approaches and project plans

• Deliver robust, timely and commercially focused analysis

• Manage multiple projects and priorities simultaneously

Drive Better Decision Making

• Produce analytics that helps the business understand performance, identify opportunities and take action

• Use data to answer key questions across key business functions

• Support better decision making by providing clear recommendations backed by evidence

• Help develop KPIs, measures and frameworks that drive business performance

Communication

• Present findings in a simple, compelling and commercially relevant way

• Create presentations, dashboards and summaries tailored to both technical and non-technical audiences

• Influence stakeholders through clear storytelling and well-supported recommendations

• Support senior leaders with insight for planning, trading reviews and business decisions

Stakeholder Management

• Build strong working relationships with stakeholders across the business

• Partner with teams across commercial, ecommerce, marketing, finance and operations

• Work collaboratively to understand business needs and ensure analysis leads to action

• Challenge assumptions and provide an evidence-based perspective

Support Team Development and Best Practice

• Contribute to improving standards and ways of working within the analytics team

• Share knowledge, methods and best practice with other analysts

• Support and coach early careers analysts where appropriate

• Help improve data quality, reporting and self-serve analytics capability

• Contribute to the team culture, in addition to advocate for data, analytics and the voice of the customer throughout the business

What we'll look for in you

Skills and Experience Required

Essential

• Experience in analytics, insight or commercial analysis within retail, ecommerce or another customer-facing business

• Strong analytical and problem-solving skills

• Experience delivering analytical projects with clear commercial outcomes

• Strong understanding of the key drivers of performance in an omnichannel retail business

• Ability to translate complex analysis into clear, actionable recommendations

• Strong stakeholder management and communication skills

• Experience using SQL and one or more analytical tools such as Python or R

• Ability to manage multiple priorities and work independently

Desirable

• Experience in customer, marketing, digital, commercial or operations analytics

• Experience working with cloud data platforms such as Snowflake or BigQuery

• Experience with visualisation tools such as Power BI or ThoughtSpot

• Experience supporting or mentoring more junior analysts

• Experience helping organisations become more data-driven

• Degree in Maths, Stats, Economics, Computer Science, Physics or a related field; or equivalent related professional experience

Key Behaviours

• Curious and commercially minded

• Strong attention to detail

• Proactive and outcome-focused

• Able to simplify complexity and communicate clearly

• Collaborative and stakeholder-oriented

• Comfortable working with ambiguity and changing priorities

• Passionate about using data to improve business performance

Success Measures in First 12 Months

• Deliver a portfolio of analytics projects with measurable commercial impact

• Build strong relationships with stakeholders across the business

• Improve the quality and consistency of insight used in decision making

• Increase the use of data and analytics within supported business areas

• Develop a reputation as a trusted and commercially minded analytical partner

• Contribute to improving the capability and effectiveness of the wider analytics team