Customer Analyst in London

In a nutshell, we’re all about making the world of wine a better place. We fund and source directly from independent winemakers to bring customers better quality wine for a better price. No thirsty middlemen as far as the eye can see. It’s a different way of doing things, sure. But it works. We’re one of the UK’s favourite wine clubs, shipping over 1 million cases a year to curious wine lovers. And with an ambitious road ahead, we’ve got no plans on plugging the cork on growth.

Our global team is entrepreneurial by nature, obsessive about customer experience and driven by performance. All things that make Naked a great place to grow both personally and professionally. And yes, we like wine. A lot.

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 our acquisition and retention strategies. You’ll partner closely with teams across Acquisition, Loyalty & Retention and Product. You'll shape what AI-augmented customer analytics looks like here. We're moving fast to become an AI-native team and we want someone who's excited to push where these tools earn their keep.

If you’re excited by customer behaviour, love digging into data, and want your analysis to genuinely influence strategy, there’s a Naked welcome pack with your name on it. Together, we’ll take Naked Wines to the next level.

Location & Flexible working: London or Norwich Office Hybrid Role (1 day a week in the office).

Requirements

• 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, directly supporting and guiding a junior analyst as they execute initiatives for the Acquisition team.
• 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 what's standard today.
• Build and evolve customer segmentations to support pricing, product development and personalised marketing strategies.
• Support key strategic initiatives 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.

What you’ll bring

• 2–3 years’ experience specifically in acquisition analytics, customer analytics, or marketing analytics, ideally within D2C or e-commerce.
• Knowledge of how to use AI in your day-to-day analytical works, and a view on best practice.
• A collaborative approach with the desire and ability to teach and share your expertise across the team.
• 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 - you can clearly explain what the data is telling us and why it matters.
• Strong written and verbal communication skills, with the ability to tailor 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’re 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.

You have our Naked behaviours:

• Ambition (dream big): Carrying out plans effectively and actively seeking opportunities to learn.
• Judgement (make good decisions): Testing ideas and learning from outcomes; surfacing risks early.
• Discipline (adhere to high standards): Planning well and delivering high-quality work consistently and efficiently.
• Influence (have a big impact): Collaborating across teams and seeking input to widen expertise.
• Accountability (take full responsibility): Sharing honest updates and taking responsibility for outcomes.

Finally, you live by our Naked values:

• You support all stakeholders from the Winemaker, through to the Customer.
• You embrace growth, pushing yourself out of your comfort zone to overcome obstacles.
• You always start with our customers and winemakers.
• You keep it simple and are data-led, from the wine itself to the ways of working.
• You do the right thing, holding yourself accountable with honesty and openness.

Recruitment Process: First Interview > Task & Task Presentation > Final Interview.

Benefits

• A competitive salary of £50-60k pa (depending on location and experience) plus annual bonus opportunity.
• 26 days holiday and bank holidays (you can buy or sell holiday too).
• A £300 annual personal development budget.
• A £450 every year to treat yourself to some of our delicious wines.
• Paid leave to volunteer.
• Wellbeing Champions and access to mindfulness resources.
• Enhanced parental leave.
• Thoughtful gifts including Naked Wine.

Equal Opportunities

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.

Accessibility and Adjustments

Naked Wines is committed to providing reasonable adjustments throughout our recruitment process. We strive to be as accommodating as possible to ensure all candidates can participate fully.