Customer Experience (cx) Data Analyst

HOLLAND AND BARRETT; London; Hybrid; GBP 35,000 - 50,000; Full time

Job summary

A leading health and wellness retailer in London is looking for a Customer Experience Analyst to enhance the post-purchase journey. You'll design dashboards and collaborate with various teams to deliver actionable insights. The ideal candidate should have strong SQL skills and a background in analytics, alongside a passion for improving customer experience. This hybrid role offers significant learning opportunities and benefits.

Benefits

Technology Incentive Scheme

Learning and Development opportunities

Career progression

Pension company contribution

28 or 33 Days Holiday

Refer and Earn Scheme

Discounted Products

Free 24/7 Confidential Advice

Mental Health First Aiders

Colleague Reward and Recognition Schemes

Qualifications

• 2-3 years of experience in data or analytics role.
• Experience with customer experience or operations domains.
• Ability to design clean dashboards and conduct analysis.

Responsibilities

• Partner with teams to understand customer experience problems.
• Design dashboards that communicate customer metrics.
• Write efficient SQL to extract data from complex datasets.
• Contribute to analytics delivery and project timelines.

Skills

SQL proficiency

Business acumen

Communication

Delivery ownership

Visualisation skills

Collaborative mindset

Education

Degree in a quantitative field

Tools

Metabase

Redshift

BigQuery

Matillion

Retool

Job description

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