Customer Experience (cx) Data Analyst

About Data at Holland & Barrett

At Holland & Barrett (H&B), we want to empower everyone to live healthier, happier lives. With over 150 years of experience, we\’re the largest health & wellness retailer in Europe and a globally trusted brand. Our ambition is to become the world\’s most trusted wellness partner, chosen by over 100 million people worldwide.

Our Analytics organisation is structured into five verticals: four embedded analytics areas aligned to key business functions, and a central Business Intelligence team focused on cross-functional reporting and performance enablement. Together with our Data Engineering and Data Science colleagues, we make data a strategic lever to achieve H&B\’s goals.

As a Customer Experience (CX) Analyst in the Customer Growth Analytics team, you\’ll work closely with teams across Perfect Transaction, Customer Service, Supply Chain, Digital, and Retail Operations to deliver high-quality dashboards and insights that improve the post-purchase journey. You\’ll act as a trusted partner to stakeholders, translating their needs into actionable data solutions that drive meaningful improvements to the customer experience.

This role requires strong analytical skills, excellent communication, and a desire to grow technically within a supportive team.

The Role

What You\’ll Do

• Partner with business teams to understand customer experience problems and help them make better decisions through data.
• Design and build dashboards in Metabase that clearly communicate customer metrics and journey insights.
• Write clean, efficient SQL to transform and extract data from large, complex datasets.
• Support CX analytics delivery, contributing to backlog shaping, sprint planning, and delivery timelines.
• Ensure quality and maintainability by following team standards for documentation, scalability, and testing.
• Collaborate cross-functionally with BI Developers, Embedded Analysts, and Customer teams to deliver end-to-end data products.
• Continue developing your skills through mentorship from senior team members and access to our skills development framework to grow as a full-stack analyst.
• Work with a modern data stack, including Redshift, BigQuery, Matillion, and Retool.

Location: This is a hybrid role, with 2-3 days per week expected in either our London or Nuneaton office.

The Person

Core Skills & Behaviours

• SQL proficiency: Comfortable querying, joining, and transforming data for reporting and analysis.
• Business acumen: Understands the context behind CX metrics and can translate them into tailored dashboards and recommendations.
• Communication: Able to explain analytical outputs clearly to both technical and non-technical audiences.
• Delivery ownership: Manages own tasks independently and contributes reliably to wider analytics projects.
• Visualisation skills: Designs clean, usable dashboards in Metabase (or experience with equivalent tools like Tableau, Looker, PowerBI).
• Collaborative mindset: Works well in cross-functional teams and contributes to team rituals (e.g. planning, retrospectives).
• Education & Experience: You have a degree in a quantitative field such as Mathematics, Statistics, Economics, Engineering, or Computer Science, and 2-3 years of experience in a data or analytics role—preferably with exposure to CX, operations, or service domains.

Benefits

• Technology Incentive Scheme – we offer different bonus schemes for all grades in Technology, starting at 10%.
• Learning and Development opportunity with Holland & Barrett is a great base for career development long term.
• Career progression
• Pension company contribution
• Your wellbeing is paramount so you can get away and take 28 or 33 Days Holiday per year.
• Refer and Earn Scheme – as we\’re growing you can earn money by referring people to join us from your network.
• Epic Extras gives you access to exclusive benefits, free advice and savings from a range of retailers and providers.
• Stay healthy with Discounted Products – from day one you\’ll get a 25% discount (on top of other promotions) when you shop at H&B on anything that you buy.
• We all need a little help sometimes, so we offer Free 24/7 Confidential Advice & Colleague Welfare.
• Mental Health First Aiders – we have lots of qualified Mental Health First Aiders because its all about your health & wellbeing.
• We have colleague Reward and Recognition Schemes, so your hard work and loyalty won\’t go unnoticed.
• And many more!

Our Recruitment Process:

Our selection process is designed to be thorough, transparent, and aligned with the role. It includes:

• A short Coderbyte assessment to evaluate core technical and analytical skills
• Role-specific questions to understand your approach to relevant challenges
• An interview with the Hiring Manager to explore your experience and motivations
• A case study to demonstrate problem-solving and strategic thinking
• A follow-up review to delve deeper into your insights and approach
• Short conversations with team members to assess team fit and working style

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