Customer Insights Analyst

Location: Nine Elms, London - Full Time

About Zapp

Zapp is London’s leading premium convenience retail platform. Founded in 2020, our vision is to disrupt the multi-trillion dollar convenience retail market, by developing best-in-class customer-centric technology and fulfilment solutions. Zapp partners with some of the world’s leading brands to deliver an exclusive range of hand-picked products 24/7, delivered in minutes.

The Role

At Zapp, we are building the future of convenience. We don’t just deliver groceries; we deliver time. As our Customer Insights Analyst, you will be the brain behind the machine, ensuring that every strategic decision we make is backed by rigorous data and a deep understanding of our customers. You aren't just a numbers person, you are a storyteller who can align data from multiple different sources to uncover the human story beneath.

You will be the bridge between raw data and CRM execution. You’ll spend your days digging into our data to uncover the "why" behind customer behaviour, building the visualisations that guide our leadership team, and creating the sophisticated metrics that help us distinguish a one-time shopper from a Zapp power-user.

What You’ll Do

• Dive deep into our data warehouse; you’ll create new customer attributes, dimensions, and metrics, moving beyond basic data to build a 360-degree view of the Zapp customer.

• Visual Storytelling: Build intuitive, high-impact dashboards. You’ll make data accessible, turning complex cohort analyses into clear visualisations that the whole business can use to make decisions.

• Strategic Recommendations: You won’t just report the news; you’ll help write it. You will uncover insights around orders per customer, AOV, and profitability, then pitch actionable recommendations to drive performance.

• CLTV & Profitability Modeling: Develop and refine our understanding of Customer Lifetime Value. You’ll identify the "magic moments" in a user’s journey that lead to long-term loyalty and high-margin behavior.

• Incrementality & Testing: Partner with the CRM Team to design and evaluate robust A/B tests. You’ll be the judge of true life ensuring our campaigns are driving genuine incremental growth rather than just subsidising existing behavior.

Who You Are

• Data-Driven Expert: You have 3+ years of experience in data analytics, specifically within a high-growth B2C or e-commerce environment.

• Strong SQL skills, preferably BigQuery

• Experience with dbt, including:

  • Model materialisations

  • Data validation testing

  • Data quality testing

• Experience with at least one BI tool ideally but necessarily Lightdash

• Experience with version control

• Business Minded: You understand that data is a means to an end. You’re obsessed with metrics like CLTV, CAC, and Contribution Margin, and you know how to move the needle on them.

• Curious & Persuasive: When you find an insight, you have the communication skills to explain its significance to stakeholders at all levels.

• Agile: You thrive in a world where things move at 100mph. You can pivot an analysis on Tuesday and have the strategic recommendation ready for the Wednesday morning stand-up.

Benefits

Opportunity to be part of an industry transforming mission - your work will directly shape how the world experiences fast, premium retail.

Of course we also offer:

• Competitive salary.

• 25 days of annual leave plus bank holidays.

• Private Health Insurance.

• Extended sick pay and maternity/paternity leave pay.