Digital CX Analyst (ID:19246)

British Heart Foundation Retail; United Kingdom; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

A leading health-focused organization in the United Kingdom is seeking a Digital CX Analyst to drive insights and enhance user experiences across digital platforms. This hybrid role requires advanced SQL skills and experience with tools like Google BigQuery and GA4. You will analyze customer behaviours, support CRO tactics, and foster collaboration across teams to optimize digital strategies. Join us to make a meaningful impact on our mission.

Qualifications

• Strong background in digital analytics within a marketing or product environment.
• Extensive experience supporting CRO programmes and experimentation.
• Ability to present insights to diverse audiences.

Responsibilities

• Analyse customer journeys for behavioural trends.
• Shape A/B testing strategies and analyse outcomes.
• Deliver actionable reporting and promote data literacy.

Skills

Advanced SQL skills

Experience with Google GA4

Proficiency in A/B testing

Data visualization expertise

Collaborative mindset

Tools

Google BigQuery

Google Tag Manager

Looker

Power BI

Job description

We want a world free from the fear of heart and circulatory diseases. To achieve this, we re transforming how we engage with our supporters and customers, making every digital interaction more meaningful, seamless, and impactful.

About the role

As our Digital CX Analyst, you’ll be at the heart of this transformation, using data to uncover insights, optimise user journeys, and drive conversion across our digital platforms. You’ll play a key role in our Conversion Rate Optimisation (CRO) programme and support initiatives across UX/UI, content, product innovation, and customer experience, including collaboration with our Medical and Retail directorates.

• Drive Insightful Product Decisions: Analyse customer journeys and digital touchpoints to uncover behavioural trends and bottlenecks. Partner with Digital and Product teams to optimise user experiences and improve conversion.
• Support Experimentation & CRO: Shape and validate A/B testing strategies, inform hypotheses, and analyse performance outcomes to guide impactful decisions.
• Champion a Data-Led Culture: Deliver clear, actionable reporting and respond to analytical queries. Promote data literacy across teams to embed data into everyday decision-making.
• Enhance Data Infrastructure & Accessibility: Develop intuitive BI tools, refine tracking systems, and integrate BigQuery pipelines to ensure stakeholders have reliable and accessible data.
• Foster Cross-Functional Collaboration: Work closely with teams across the organisation to embed insights into strategic initiatives and continuously improve digital experiences.

About you

You’ll have a strong background in digital analytics within a marketing or product environment, with extensive experience supporting CRO programmes and experimentation. You’ll be experienced at using tools like Google BigQuery, GA4, and SQL to interrogate data, uncover insights, and inform decision-making. Able to translate complex data into clear, actionable recommendations you'll be key to driving improvements across our digital journeys and helping us better serve our supporters.

You'll be a curious, analytical thinker who thrives on solving problems and improving user experiences. You'll be able to bring:

• Advanced SQL skills and experience working with large datasets
• Strong knowledge of GA4, Google Tag Manager, and product analytics tools
• Experience with A/B testing, causal inference, and statistical significance
• Proficiency in data visualisation tools (e.g. Looker, Power BI)
• Ability to present and communicate insights to technical and non-technical audiences
• A collaborative mindset and a passion for data storytelling
• Experience working with raw operational data and turning it into structured insights

Working arrangements

This is a hybrid role, where your work will be split between your home and at least one day per week, on average, in our London Office. This may vary from time to time, so you will need to work in a flexible way to unlock your best work for our cause.

About us

Our people are at the heart of everything we do. By funding research across six decades, we've helped keep millions of hearts beating and millions of families together. We're investing in ground-breaking research that will get us closer than ever to a world where everyone has a healthier heart for longer.

We value and respect every individual's unique contribution, celebrate diversity, and make inclusion part of what we do every day.

Our Equality, Diversity and Inclusion (EDI) Strategy, Igniting Change, along with our internal EDI group, Kaleidoscope, and a growing number of employee network groups (our Affinity Groups), help us create an environment where all our colleagues and volunteers can succeed.

Benefits

To find out more about the benefits available at the BHF please download our benefits document at the bottom of our advert page.

Interview process

The first interview stage will be held virtually via MS Teams in week commencing 6 October. The second-stage will be in-person in our London office.