Senior Customer Analyst

Harnham; Greater London; Hybrid; GBP 45,000 - 50,000; Full time

Benefits offered by this job

Hybrid work

Job summary

Harnham is seeking a Senior Customer Analyst in London, offering a hybrid work pattern with 2 days in the office. The role focuses on understanding customer behaviour, segmentation and profiling to drive commercial decisions.

You will deliver reporting across key metrics, perform deep dives, and translate complex data into actionable insights for stakeholders across marketing, sales and product. Strong SQL and data visualization skills are essential.

Qualifications

• Experience in Customer Analytics / Customer Insight.
• Strong SQL skills with large datasets.
• Data visualization and storytelling with insights.
• Experience with segmentation, profiling and behavioural analysis.
• Experience applying regression, clustering, and predictive modelling.
• Understanding of statistical techniques and model interpretation.
• Strong stakeholder management and communication skills.
• Interest in how customer behaviour impacts sales, loyalty and retention.

Responsibilities

• Deliver customer reporting and analysis across health and performance metrics.
• Conduct deep-dive analyses to identify trends and opportunities.
• Work on customer segmentation, profiling and grouping to support commercial decisions.
• Translate complex analytical findings into clear, actionable insights and recommendations.
• Apply advanced analytical techniques including regression, clustering and predictive modelling.
• Support forecasting and optimisation across the analytics function.
• Communicate findings to both technical and non-technical audiences.

Skills

SQL

Data visualization

Stakeholder management

Customer analytics

Statistical techniques

Communication

Retail knowledge

Tools

Tableau

Job description

Senior Customer Analyst

London (Hybrid – 2x Days a Week in Office)

£45,000-£50,000

The Company

This is a leading UK consumer and retail business with a significant physical and digital presence and millions of customers; the business is investing heavily in its data and analytics capabilities, with increasing demand from senior stakeholders to use data to make better, faster commercial decisions. The wider analytics function brings together Customer Analytics, Data Science, Data & AI, Marketing Analytics, Pricing and Promotional Analytics, giving the team exposure to a broad range of commercial challenges. The Customer Analytics team sits at the heart of this function, helping the wider business better understand its customers and use customer data to inform decisions across the customer lifecycle.

The Role

As a Senior Customer Analyst, you will sit within the Customer Analytics team, working closely with stakeholders across the business to understand customer behaviour, identify trends and turn data into clear commercial recommendations. This is a broad customer analytics role, covering the core areas of customer health, lifecycle, segmentation, profiling and behavioural analysis, with the opportunity to work on more advanced analytical projects. You will be responsible for interpreting complex data and presenting findings in a clear and impactful way, helping stakeholders understand what is happening with customers, why it is happening and what the business should do as a result.

You will:

• Deliver customer reporting and analysis across key customer health and performance metrics
• Conduct deep-dive analysis to understand customer behaviour and identify trends and opportunities
• Work on customer segmentation, profiling and grouping to support better commercial decision-making
• Translate complex analytical findings into clear, actionable insight and recommendations
• Apply statistical and advanced analytical techniques including regression, clustering, predictive modelling and campaign measurement
• Have an understanding of techniques such as k-means, random forest and linear regression, with the ability to interpret and utilise modelling outputs
• Support forecasting and optimisation activity across the wider analytics function
• Work closely with stakeholders across customer, marketing, commercial and other business functions
• Help stakeholders make better decisions based on customer data and real-time events
• Communicate analytical findings effectively to both technical and non-technical audiences
• Support the continued development of the customer analytics capability across the business

The role is particularly suited to someone who enjoys taking a commercial question, interrogating the data and turning it into a clear story and recommendation.

Your Skills & Experience

• Strong experience working in Customer Analytics / Customer Insight
• Strong SQL skills and experience working with large datasets
• Strong data visualisation and presentation skills
• Experience with customer segmentation, profiling and behavioural analysis
• Experience applying advanced analytical techniques such as regression, clustering and predictive modelling
• Understanding of statistical or data science techniques and the ability to interpret model outputs
• Strong stakeholder management and communication skills
• Comfortable translating complex analysis into clear commercial recommendations
• A genuine interest in customer behaviour and how this impacts sales, loyalty, retention and long-term customer value
• Experience within retail, eCommerce or another consumer-facing environment would be highly beneficial

The successful candidate will be a strong all-round insight person: technically capable, commercially minded and confident communicating their findings to stakeholders.

The Benefits

• £45,000-£50,000