Customer Insights Analyst

At KFC, we have millions of customers choosing us every week, across restaurants, drive-thrus, kiosks, delivery and digital.

That creates a lot of data.

The exciting bit is what we do with it.

We're looking for a Data Analyst, Loyalty & CRM to help us better understand our customers, how they behave and what keeps them coming back for more.

Sitting within our Data & Analytics team and partnering closely with Loyalty, CRM and Marketing, you'll dig into customer, transactional and marketing data to uncover insights that can genuinely influence what we do next.

You might be exploring why certain customers visit more frequently, identifying opportunities to increase loyalty and retention, understanding which campaigns actually changed behaviour, or spotting a commercial opportunity hidden within millions of transactions.

Yes, you'll build brilliant reporting.

But this role goes much further than telling us what happened.

We want someone curious enough to ask why it happened, why it matters and what we should do about it.

If you love solving problems with data, understand customers and can turn complex analysis into a story that gets people to act, this could be for you.

• WHAT YOU'LL SPEND YOUR TIME DOING
• Analyse customer, transactional, loyalty and marketing data to identify trends, behaviours, risks and opportunities.
• Measure how our Loyalty programme is performing and identify opportunities to improve engagement, retention and customer value.
• Build customer segmentation and behavioural analysis to support more relevant, personalised experiences.
• Understand customer acquisition, frequency, spend, retention and lifetime value.
• Evaluate campaigns, promotions and loyalty activity to understand what's working and where we can improve.
• Turn complex datasets into simple, actionable recommendations.
• Proactively look for opportunities where insight can improve customer experience and commercial performance.
• Reporting & Visualisation
• Build, automate and maintain dashboards using Power BI and other reporting tools.
• Create clear reporting across customer behaviour, loyalty, campaign effectiveness and commercial performance.
• Establish consistent KPIs and reporting standards across Loyalty and Marketing analytics.
• Make sure reporting is accurate, scalable and easy to understand, whether the audience is technical or not.
• Continuously improve how we work through better automation, data quality and simpler reporting.
• Business Partnering
• Partner closely with Loyalty, CRM and Marketing to understand the business problem before jumping into the analysis.
• Act as the dedicated Data & Analytics partner for Loyalty, helping turn questions and opportunities into clear analytical approaches.
• Work across Commercial Finance, Digital, Operations, Technology and the wider Data & Analytics team.
• Partner with Data Engineering to make sure the data you need is available, trusted and fit for purpose.
• Present insights and recommendations to stakeholders across the business.
• Help us build a culture where data and evidence genuinely influence the decisions we make.

We're looking for someone who combines strong analytical capability with real commercial curiosity.

• You'll ideally bring
• Strong SQL skills and confidence interrogating large datasets independently.
• Experience with Power BI or similar reporting and visualisation tools.
• Experience working with customer, transactional or commercial data.
• Exposure to cloud data platforms such as Snowflake.
• Strong analytical and problem-solving skills, with a great eye for detail.
• An understanding of data quality, validation and governance.
• Strong Excel capability.
• Experience delivering analytics within Customer, Marketing, CRM, Loyalty or another commercially focused environment.
• Examples of using data and insight to influence a commercial or strategic decision.
• Confidence working cross-functionally and explaining analysis to people who don't live and breathe data.

A degree in a relevant discipline is useful, but equivalent professional experience is just as valuable. Even better if you have

• CRM, loyalty or customer engagement analytics experience.
• Customer segmentation or behavioural analytics experience.
• Experience measuring marketing and campaign effectiveness.
• GA4 or other digital analytics experience.
• Knowledge of customer lifetime value, attribution or incrementality.
• Experience with experimentation, A/B testing or statistical analysis.
• Exposure to platforms such as Braze, Salesforce Marketing Cloud or Adobe Campaign.

You're naturally curious. Finding the answer is great, but you'll probably have another three questions once you get there.

You're commercially minded and want your analysis to lead somewhere, whether that's a better customer experience, smarter campaign or stronger commercial result.

You can take something complicated and make it simple.

You're comfortable challenging assumptions and following the data rather than looking for the answer someone wants to hear.

You enjoy partnering with different teams and building relationships, rather than working in a silo.

You're proactive, organised and comfortable juggling priorities in a fast-moving environment.

You're always looking for a smarter, simpler way of doing things.

And, of course... a true KFC believer.

Welcome to KFC. Home of the real ones.

We sell the world's best chicken.

Seriously.

And we've done it since 1939, when the idea of crispy, original recipe chicken took Kentucky by storm.

Now, we're proud to serve 1000+ communities across the UK and Ireland, bringing the grit, pride and iconic reputation that we started with, all those years ago.

Across the Restaurant Support Centre (RSC), we come to work to be ourselves, and to make something of ourselves.

We want to see our potential go that little bit further, as part of one of the world's most iconic brands.

What's the gig?

Well, you support our restaurants - and we'll support you every step of the way.

Simple.

Our doors are open - and they can take you anywhere.

All we ask is that you be you.

Because that makes us, us.

Sound good?

Great.

Let's find out about that job.

The TEAM

Our Tech team is a 60+ strong team of curious minds, building the digital experiences that power KFC - from app to kiosk, delivery to checkout.

We work cross-functionally, move fast, and stay focused on what matters: creating smart solutions that make things better for our customers and our teams.

About Company

We do things the right way.

It isn't always easy, but it's always better.

We make our chicken by hand (and we eat it with our hands too).

We lead with our hearts, work hard and have fun - and we welcome everyone.

It doesn't matter who you are, where you're from, or what your shoe size is - everyone's got a place at the Colonel's table.

We offer benefits that make your life that little bit easier, because we know the juggle is real.

From flexible, hybrid working to Fri-Yay early finishes and Live Well Days, we've created a package that supports the real you, in and out of work.

You'll get

• Hybrid working from our Woking RSC (just 24 mins from London). This role is remote based but occasional visits to our RSC will be required.
• Up to 11% company pension contributions
• Fri-Yay finishes at 1pm every Friday
• 25 days' holiday (plus bank hols) a
• 5 Live Well Days a year, just for you
• Bonus scheme linked to company & personal performance
• Private healthcare, Digital GP access & mental health coaching
• Enhanced parental leave and flexible return options
• Study support, income protection, life cover & more
• And yes-25% off the chicken

Our promise is this: every person who applies to a role at KFC, regardless of age, background, ethnicity, gender, ability, religion or sexual orientation, will have an equal opportunity to work here.

We don't just welcome, we encourage applications from underrepresented groups from all industries.

If you'd like any additional support with your application, have a disability or condition that may affect your performance during the recruitment process, or have any other requirements - just let us know.

We'll be there to help you be the real you.

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