Senior Data Analyst - Customer Insight & Performance

About this role

Senior Data Analyst - Customer Insight & Performance Location: HSK, London Contract Type: Full-time/Permanent About the Role The Senior Data Analyst - Customer Insight & Performance owns the operating rhythm of the Customer Intelligence team: the weekly reporting cadence, the full relationship with the central Data and Insights team and the Voice of Customer programme. Every analysis the team uses to brief CRM, flag churn risk, or feed the 12-week forecast runs through this role.

The output is interpretation and application, not raw data: this role translates what the data says into what the business should do. This is one of three peer roles in the Customer Intelligence team, all reporting directly to the Director of Customer Success. This role sits alongside, not beneath, the two Senior Manager roles in the team; there is no reporting relationship between this role and either of them. Grade reflects scope of accountability, not position in a reporting line.

Main Responsibilities Subscriber intelligence Maintain a standing analytical view of subscriber behaviour across lifecycle stage, acquisition channel, offer type and engagement profile, including by market (UK, US, Australia). Produce weekly performance reporting covering subscriber base movement, churn cohort analysis, CRM campaign incrementality and payments recovery status, distributed to the Director of Customer Success, Director of Acquisition and Group MD.

Flag material shifts in cohort behaviour before they surface in aggregate churn numbers, feeding both the Senior Manager, Subscriber Intelligence & Forecasting and the Senior Manager, Lifecycle & Segmentation Strategy. Data and Insights relationship Act as the primary structured client of the central Data and Insights team on behalf of the Customer Intelligence function: named contact, weekly cadence and standing data requirements.

Define the analytical questions the team needs answered: predictive, behavioural and cohort-based, not binary reporting queries. Commission analytical work from Data and Insights using well-defined briefs that produce actionable insight, not binary reporting. Translate Data and Insights output into retention intelligence: the interpretation and application layer, not the data production layer. Voice of Customer Advocate for our customers by turning survey feedback and data into insights that shape our core incentive programs Identify where Voice of Customer data confirms or contradicts behavioural data and surface those tensions to both Senior Managers in the team.