Customer Insight Analyst - copy

Why This Role Matters 
This is a pivotal role supporting our O+O (Offline & Online) strategy, to deliver exceptional customer experiences. As a Customer Insights Analyst, you will help create trusted performance visibility, enable data-led decision-making, improve access to actionable insights and drive the adoption of self-service analytics across the business. Working with stakeholders across multiple functions, you will transform complex data into clear, meaningful insights that help teams make smarter decisions with confidence. Our goal is to create clarity from complexity, enabling stronger performance and sustainable growth that shapes how millions of customers experience our brands so we can put a smile on our customers' faces today and tomorrow. 

What You'll Be Doing 

• Use customer, loyalty and transactional data to uncover the behaviours, needs and motivations that influence how customers shop across our O+O (Offline & Online) channels. 
• Transform complex customer and market data into clear, actionable insights that help teams make better decisions and drive business performance. 
• Partner with teams across Customer, Commercial, Marketing and Trading to identify opportunities to improve customer acquisition, engagement, loyalty and retention. 
• Monitor customer trends, market developments and competitor activity to identify emerging opportunities and help shape future strategies. 
• Deliver meaningful analysis and recommendations that support the creation of more relevant, personalised and seamless customer experiences across our brands. 
• Explore and apply new analytical techniques, technologies and AI capabilities to uncover growth opportunities, predict future trends and enhance decision-making. 
• Champion a customer-first mindset, using insight and evidence to influence priorities, challenge thinking and help teams better understand our customers. 

What You'll Bring 

• Strong experience in customer, behavioural and market analytics, with the ability to identify customer trends, uncover growth opportunities and generate meaningful commercial insight. 
• Confident storyteller who can communicate customer and market insights in a compelling way, influencing stakeholders and driving action through data-led narratives. 
• Advanced SQL and analytical skills, with experience transforming complex datasets into clear, actionable recommendations that drive business performance. 
• Strong understanding of customer acquisition, loyalty, customer lifetime value (CLV), member participation and the wider O+O (Offline & Online) retail landscape. 
• Experience delivering customer segmentation, behavioural analysis and customer value insights that have informed commercial strategy and improved customer outcomes. 
• Proven ability to build trusted relationships across functions, translating insight into recommendations that influence business decisions and align to strategic priorities. 
• Hands-on experience using tools such as GA4, SQL and Business Intelligence platforms to deliver scalable analysis and present findings effectively to both technical and non-technical audiences. 

How You Will Make an Impact 

• Put the customer at the heart of every insight, helping to shape experiences that are more relevant, seamless and rewarding across both our O+O (Offline & Online) channels. 
• Turn complex data into clear priorities and actionable recommendations that drive meaningful improvements in customer loyalty, retention and long-term value. 
• Spot emerging customer trends, behaviours and market opportunities, using insight to influence future strategies and unlock new areas for growth. 
• Build strong relationships across the business, partnering with stakeholders to ensure customer intelligence is embedded into key decisions and strategic priorities. 
• Bring confidence and curiosity to solving complex challenges, navigating ambiguity and identifying creative solutions that deliver measurable business impact. 
• Champion a customer-first, insight-led culture by helping teams better understand customer needs and make smarter decisions with confidence. 
• Continuously explore new technologies, analytical approaches and AI capabilities that enhance our understanding of customers and create opportunities for future growth. 

Who We Are 
You may not have heard of us, but you’ll know our brands! AS Watson is the world’s largest international health and beauty retailer, with over 17,000 stores across 31 markets serving over 5.3 billion customers each year. 
From Superdrug, Kruidvat and Watsons to Marionnaud, The Perfume Shop and many more, our brands are loved by customers around the world. Behind them are passionate people who are encouraged to innovate, collaborate and grow. 

What You Will Get From Us 

• Competitive Salary and Bonus Scheme
• Exclusive Discounts - Enjoy savings across our iconic brands. 
• Holiday entitlement
• Hybrid Working Model
• Refer-a-friend scheme
• Learning and Development Opportunities - Grow your skills with tailored programmes. 
• Mental Health and Wellbeing Support
• Life Assurance
• Interest Free Loans