Senior Customer Insight Analyst

We are looking for a commercially minded and analytically strong Senior Customer Insight Analyst to join our CRM Team. This is an exciting opportunity to shape customer insight for decision‑making, campaign strategy, and long‑term customer growth.

Role Overview

Reporting to the Senior Customer Insights Manager, you will lead high‑impact analysis that helps the business better understand its customers, improve CRM performance, and deliver more relevant, engaging customer experiences across channels. You will combine strong technical capability with commercial awareness, using customer, campaign and trading data to uncover actionable insight and influence stakeholders, including C‑suite.

Main Duties and Responsibilities

• Lead customer insight analysis that supports CRM strategy, retention, reactivation and customer lifecycle performance.
• Own and build regular and ad‑hoc reporting on customer, campaign, audience and trading performance.
• Own the agenda setting for the quarterly Customer Insights Forum, engaging C‑suite and cross‑functional stakeholders to highlight key risks, opportunities and priorities for the business.
• Generate insight‑led recommendations that improve retention, frequency, spend and long‑term customer value.
• Develop segmentation, profiling and behavioural analysis to support personalisation and more effective targeting.
• Partner with CRM, trading, digital and commercial stakeholders to answer key business questions and identify growth opportunities.
• Improve reporting, dashboarding and visualisation approaches to make insight more accessible and actionable.
• Help monitor data quality and identify risks or opportunities within the customer data environment.
• Manage and develop a Customer Insight Analyst, contributing to high standards across the wider insight team.

Experience Required

• Strong analytical and technical skills, including advanced Excel and solid SQL capability.
• Proven experience in a customer insight, CRM analytics or segmentation role.
• Strong communication and stakeholder management skills, with the ability to present insight to both technical and non‑technical audiences.
• Experience analysing campaign performance, customer behaviour and lifecycle trends to inform commercial decisions.
• Ability to work confidently with large and complex data sets and translate analysis into clear, actionable recommendations.
• Experience in retail, e‑commerce, loyalty or a customer‑led environment would be highly beneficial.
• Experience using data visualisation tools such as Qlik Sense or Tableau is desirable.
• Knowledge of CRM platforms, audience targeting and customer segmentation approaches would be an advantage.
• Degree‑level education or equivalent analytical experience is preferred.

Personal Attributes

• A naturally curious and commercially aware mindset, with a passion for understanding customer behaviour.
• Strong problem‑solving skills and the ability to interpret complex data with accuracy and confidence.
• Excellent communication skills, with the ability to tailor findings for a range of audiences.
• Confidence working with both detail and the bigger picture, balancing rigour with commercial understanding.
• A collaborative approach and the ability to build strong working relationships across teams.
• A proactive, solutions‑focused style with the confidence to challenge thinking and influence decisions.
• The ability to manage multiple priorities effectively in a fast‑paced environment.

Important Information

All applicants must have the right to live and work in the UK. Space NK are an equal opportunities employer. You must demonstrate the right to work in the UK in order to apply for this role.