Customer Analyst in Norwich

This role sits at the heart of how we understand, acquire, engage and retain our customers. As a true all-rounder, you will be the linchpin connecting acquisition and retention strategies across Acquisition, Loyalty & Retention and Product teams, shaping the future of AI‑augmented customer analytics.

Responsibilities

• Fluidly move between acquisition and retention initiatives, acting as a strategic all‑rounder to ensure a seamless data strategy across the entire customer lifecycle.
• Serve as the team's go‑to expert for acquisition analytics, supporting and guiding a junior analyst through acquisition initiatives.
• Analyse customer behaviour across the full lifecycle to uncover drivers of acquisition, engagement, retention and lifetime value (LTV).
• Use AI tools natively as part of your analytical workflow – accelerating SQL, data exploration, and insight synthesis, and experimenting with where AI can augment customer analytics beyond standard practice.
• Build and evolve customer segmentations (leveraging predictive models where applicable) to support pricing, product development and personalised marketing strategies.
• Support key strategic initiatives such as retention programmes and lifecycle improvements through exploratory analysis, experiment design and performance evaluation.
• Analyse engagement with marketing communications to improve targeting, messaging and channel effectiveness.
• Deliver insights into how customers interact with our website and apps, identifying opportunities to improve experience and conversion.
• Translate business questions into clear, data‑driven insights and practical recommendations.
• Create and deliver dashboards, reports and presentations that work for both technical and non‑technical audiences.
• Monitor and interpret key customer and commercial KPIs, spotting opportunities to improve performance across the customer journey.
• Support the design, execution and analysis of A/B tests and experiments, making sound decisions and surfacing risks early.
• Apply high standards of discipline – planning well and delivering high‑quality work consistently and efficiently.
• Influence – collaborate across teams and seek input to widen expertise.
• Accountability – take full responsibility, sharing honest updates and owning outcomes.

Values & Behaviours

• Support all stakeholders from the winemaker to the customer – we are Naked Together.
• Embrace growth, pushing yourself out of comfort zones to overcome obstacles.
• Always start with the customer and winemakers.
• Keep it simple and data‑led, from the wine itself to the way we work.
• Act with honesty and openness, holding yourself accountable with integrity.
• Ambition – dream big and actively seek opportunities to learn.

Qualifications

• 2–3 years’ experience specifically in acquisition analytics, customer analytics or marketing analytics, ideally within D2C or e‑commerce, with strong confidence in acquisition knowledge.
• Knowledge and experience using AI in day‑to‑day analytics, with an understanding of best practice.
• Comfortable with traditional ML (propensity scoring, segmentation, churn prediction) is a plus.
• A collaborative approach, with a desire and ability to teach and share expertise across the team and build effective working relationships across departments.
• Proven experience working with large, complex datasets using SQL.
• Strong analytical and problem‑solving skills, with the ability to identify root causes and recommend data‑led solutions.
• Confident storytelling skills – able to clearly explain what the data is telling us and why it matters.
• Strong written and verbal communication skills, tailoring insights to different audiences.
• A results‑oriented mindset and a genuine passion for using data to drive growth.
• An understanding of statistical methods and how they are applied to real business problems.
• Good organisation and time‑management skills, with the ability to meet deadlines and juggle multiple distinct projects.
• Experience with A/B testing or experimentation is a bonus.

Benefits

• A competitive salary of £50–60k pa (depending on location and experience) plus annual bonus opportunity.
• 26 days holiday plus bank holidays (you can buy or sell holiday).
• A £300 annual personal development budget.
• A £450 yearly budget to purchase wine for your own enjoyment.
• Paid leave to volunteer in the community.
• Wellbeing Champions and access to mindfulness resources.
• Enhanced parental leave.
• Surprise and delight gifts, including company wine and other thoughtful items.

Equality, Diversity and Inclusion

At Naked Wines, we recognise the value of diversity and inclusivity in fostering a truly remarkable experience for all our winemakers and customers. Our commitment extends beyond wine to building a workforce that reflects the wide array of perspectives and experiences found across the UK. We believe that embracing diversity in our teams enables us to provide exceptional service and innovation. We are dedicated to ensuring all our employees are treated fairly and equitably at work, with a strong commitment to promoting equity in both physical and mental health for everyone. Access to reasonable adjustments is provided throughout our recruitment process to support all candidates.