Lead Customer Analyst

  • Part Time
  • London


This role can be based from any one of our UK Office Locations – London, Southampton or Yeovil and will be a hybrid working role meaning large elements of flexibility and working from home.

Many of our staff work flexibly in many different ways, including part-time. Please talk to us at interview about the flexibility you may need, and we will try our best to accommodate.

If you require any additional support or adjustments to help you make an application, please email us.

We’re Kingfisher. You might know us as B&Q, Screwfix, Castorama, Brico Depot or Koçta?. We’re made up of over 78,000 passionate people, call over 1,300 stores home and operate in 8 countries. That’s right, we’re big, but we have ambitions to become even bigger and even better. We want to become the leading home improvement company and grow the largest community of home improvers in the world.

We are looking for a Lead Customer Analyst to lead a team that sets the blueprint for how we understand our customers across our ecosystem of digital and store channels. Helping build a customer DNA that we can activate through strategic enablers in partnership with our banners.

  • Lead the creation and delivery of actionable insight into customer behaviour to teams across KF Group and our retailers, in order to drive strategic and customer-led decisions.
  • Drive a framework and track metrics to understand customer behaviour and put a customer lens on business performance, providing insight into drivers of change, and recommendations to improve.
  • Build customer segmentations needed to understand customer base and improve marketing effectiveness.
  • Understand profitability for different customer cohorts to inform decisions on business initiatives.
  • Partner with Retailers and Group teams to implement and test projects to improve customer engagement and experience.
  • Lead on the embedding of customer data and insight, including creation of a monthly performance overview to share key customer insights with the Board and wider teams.
  • Partner with Data Product and Platform teams to define data products needed by your team to enable insight.
  • Provide analytical thought leadership into the ongoing development of Customer Analytics and the Analytical organisation.
  • Support the development of a Data function and community, across analytics, data science and data platform
  • Extensive experience in customer analytics, with a specific focus on retail.
  • Strong commercial acumen and understanding of broader business principles, above all in Retail.
  • Ability to provide compelling recommendations and influence senior leaders. Confident in engaging in the business discussion and debate, not just providing numbers.
  • Excellent SQL skills.
  • Experience across web analytics tools is a plus, preferably Google 360, and dashboarding tools, preferably PowerBI.
  • Experience in statistical modelling, such as building customer segmentations and predictive models to forecast churn and future value.
  • Experience managing the end to end process of CRM campaigns (from customer selection/segmentation through to analysing customer behaviour during and post campaigns)
  • Extensive understanding of the core KPIs for measuring success (uplift / incremental calculations, experience with designing, using & maintaining control groups)
  • Experience with campaign automation and customer journeys.
  • Strong presentation and communication skills (written and oral). Ability to convey complex issues in a simple manner.
  • Excellent analytical skills with the ability to draw concise insights from large and disparate data sets (including customer, digital, marketing & transactional)
  • Strong stakeholder management and collaboration skills.
  • Analytical line management / mentoring experience.

This is an exciting opportunity to join our global business. In return, we provide an inspirational working environment, a competitive benefits package and opportunities to stretch and grow your career. Interested? Great, apply now!

Contact Name: Kingfisher
Job ID: