Customer Insight Analyst

South Manchester - Hybrid, 3 days per week

Forward Role are excited to be working with a customer focused business in South Manchester, who are looking for a commercially minded Customer Insight Analyst with a strong focus on customer behaviour and churn analysis to join a growing, insight-driven digital business. This is a unique opportunity to use data to genuinely shape and influence strategic decisions across a diverse product portfolio.

As the Customer Insight Analyst, your core focus will be digging into customer behaviours, what drives them, what keeps them engaged, and what makes them leave. You’ll turn this data into practical, actionable insights that can be clearly communicated to a range of stakeholders across marketing, product, and leadership teams. Your work will directly inform initiatives to boost customer engagement, improve retention, and optimise overall business performance.

Role & Responsibilities:

• Analyse performance and customer behaviour data to uncover actionable insights.
• Identify churn patterns and provide data-backed recommendations for improving retention.
• Bring data together from various sources to provide a holistic view covering CRM, Digital Platforms etc.
• Build reports, dashboards, and visualisations that clearly communicate trends and opportunities.
• Partner with cross-functional teams to drive data-led decisions across marketing, product, and customer success.
• Design and execute A/B tests to evaluate new initiatives and use statistical analysis and predictive models to forecast trends and identify growth opportunities.

Skills & Experience

• Experienced Customer Insight or Marketing Analytics Specialist with a passion for insights
• Experience working with subscription-based models is desirable, but not essential
• Ability to interpret complex data, identify trends/opportunities and communicate practical and actionable recommendations
• SQL skills and comfort working with large datasets from varied sources.
• Data visualisation experience - Power BI or other tools
• Familiarity with churn analysis, customer lifecycle metrics, and retention strategy.
• Strong communication skills – you can explain data insights to both technical and non-technical audiences.
• A proactive mindset and genuine curiosity about user behaviour and business impact.