Customer Experience (CX) Data Analyst

Customer Experience (CX) Data Analyst (36370)

At Holland & Barrett (H&B), we want to empower everyone to live healthier, happier lives. With over 150 years of experience, we're the largest health & wellness retailer in Europe and a globally trusted brand. Our ambition is to become the world's most trusted wellness partner, chosen by over 100 million people worldwide. Our Analytics organisation is structured into five verticals: four embedded analytics areas aligned to key business functions, and a central Business Intelligence team focused on cross-functional reporting and performance enablement. Together with our Data Engineering and Data Science colleagues, we make data a strategic lever to achieve H&B's goals. As a Customer Experience (CX) Analyst in the Customer Growth Analytics team, you'll work closely with teams across Perfect Transaction, Customer Service, Supply Chain, Digital, and Retail Operations to deliver high-quality dashboards and insights that improve the post-purchase journey. You'll act as a trusted partner to stakeholders, translating their needs into actionable data solutions that drive meaningful improvements to the customer experience. This role requires strong analytical skills, excellent communication, and a desire to grow technically within a supportive team.

The Role

What You'll Do

• Partner with business teams to understand customer experience problems and help them make better decisions through data.
• Design and build dashboards in Metabase that clearly communicate customer metrics and journey insights.
• Write clean, efficient SQL to transform and extract data from large, complex datasets.
• Support CX analytics delivery, contributing to backlog shaping, sprint planning, and delivery timelines.
• Ensure quality and maintainability by following team standards for documentation, scalability, and testing.
• Collaborate cross-functionally with BI Developers, Embedded Analysts, and Customer teams to deliver end-to-end data products.
• Continue developing your skills through mentorship from senior team members and access to our skills development framework to grow as a full-stack analyst.
• Work with a modern data stack, including Redshift, BigQuery , Matillion , and Retool.

Location:
This is a hybrid role, with 2-3 days per week expected in either our London or Nuneaton office.

The Person

Core Skills & Behaviours

• SQL proficiency : Comfortable querying, joining, and transforming data for reporting and analysis.
• Business acumen: Understands the context behind CX metrics and can translate them into tailored dashboards and recommendations.
• Communication: Able to explain analytical outputs clearly to both technical and non-technical audiences.
• Delivery ownership: Manages own tasks independently and contributes reliably to wider analytics projects.
• Visualisation skills: Designs clean, usable dashboards in Metabase (or experience with equivalent tools like Tableau, Looker, PowerBI).
• Collaborative mindset: Works well in cross-functional teams and contributes to team rituals ( e.g. planning, retrospectives).
• Education & Experience: You have a degree in a quantitative field such as Mathematics, Statistics, Economics, Engineering, or Computer Science, and 2-3 years of experience in a data or analytics role-preferably with exposure to CX, operations, or service domains.
• Health Cash Plan
• Life Assurance
• Incentive Scheme
• Virtual GP
• Private Medical
• Holiday Purchase option
• Pension Contribution
• Access to 'Wellhub' with gyms, studios and wellbeing apps

Discounts & Savings

• 25% Colleague Discount with FREE Next Day Delivery
• Exclusive Discounts from a wide range of partners
• £/€50 Annual Product Allowance to spend in store

Learning & Development

• Access to a variety of learning opportunities, including Level 2-5 Apprenticeships, Workshops and our Digital Learning Library
• AND MORE!

We're passionate about helping every colleague thrive across all dimensions of wellbeing, and we're committed to having a diverse and inclusive workplace. In line with our EPIC values (Expertise, Pioneering, Inclusive, Caring), we embrace and actively celebrate all our colleagues' unique and varying experiences, backgrounds, identities and cultures - I am me, we are H&B.

Holland & Barrett does not accept unsolicited resumes from search firms/recruiters. Please do not forward resumes to our job alias, employees, or any other company location. Holland & Barrett is not and will not be responsible for any fees if a candidate submitted by a search firm/recruiter unless otherwise agreed with respect to specific open position(s).

Our Recruitment Process:

Our selection process is designed to be thorough, transparent, and aligned with the role. It includes:

A short Coderbyte assessment to evaluate core technical and analytical skills

Role-specific questions to understand your approach to relevant challenges

An interview with the Hiring Manager to explore your experience and motivations

A case study to demonstrate problem-solving and strategic thinking

A follow-up review to delve deeper into your insights and approach

Short conversations with team members to assess team fit and working style

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