Customer Analytics Lead

Own the end-to-end analytical view of the customer journey, from pre-acquisition to retention to post-order experience, identifying key drivers and friction points. Develop and maintain customer segmentation frameworks and track the health, trends, and commercial impact of key customer cohorts. Deliver insights on acquisition efficiency, retention dynamics, customer lifetime value, and treatment switching behaviour with a commercial lens. Partner with Commercial, Finance, Growth, Product, Operations, and Customer Research & Insights teams to form hypotheses, design analytical approaches, and uncover actionable insights that shape the company's understanding of trends and performance. Present findings and recommendations to senior stakeholders, translating complex analyses into clear, actionable narratives. Lead deep-dive analyses to support key strategic initiatives such as pricing decisions, market expansion, treatment portfolio changes, and retention interventions. Champion a culture of data-driven decision-making and continuous improvement within the analytics team and broader organisation.