Customer Analytics Lead

United Kingdom·Londonlead

AnalyticsData & AI

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Quick Summary

Key Responsibilities

Customer Journey & Commercial Insight Own the end-to-end analytical view of the customer journey, from pre-acquisition to retention to post-order experience,

Technical Tools

AnalyticsData & AI

Ready to revolutionize healthcare, making it faster and more accessible than ever before?

How we started:

Founded in 2013 by Dwayne D’Souza, HeliosX was built on a simple but powerful idea: healthcare should be easier to access, faster to receive, and centred around the individual. From day one, we’ve grown without external funding; scaling profitably through technology, disciplined execution, and deep medical expertise. What started as a challenger idea has become one of the most significant healthcare platforms operating globally today.

Where we are now:

We’ve earned the trust of millions of people worldwide through category-leading products and well-known brands, including MedExpress, Dermatica, ZipHealth, RocketRX, and Levity. A key driver of our success is vertical integration; we operate our own manufacturing and proprietary products, led by in-house medical teams, researchers, and pharmacists at the top of their fields.

In 2025, HeliosX treated more than 1.7 million patients globally and reached £781m in revenue, representing +337% year-on-year growth and cementing our position as the clear market leader in the UK. That growth translates into real-world outcomes: our weight-loss treatments helped patients lose 8.5 million kilograms of excess weight in 2025 alone, contributing to an estimated 1,300 fewer cardiac events. This is growth with measurable, life-changing impact at scale.

Today, we operate across four international markets, with successful launches in Germany and Canada and continued expansion in the US. We were also recently recognised in the Sunday Times Top 100 fastest-growing tech companies, further validation of both our momentum and our ambition.

Where we’re going:

2026 is another significant year for HeliosX. Our ambition is to surpass £1.1bn in revenue, continue expanding thoughtfully into new international markets and broaden our condition and treatment portfolio. As we scale, we're focused on building the technology, operational excellence and clinical capabilities that will support sustainable long-term growth. Joining HeliosX now means helping shape the systems, teams and products that will define the next chapter of digital healthcare. You'll be solving complex problems at pace, working alongside exceptional people and building products that genuinely improve lives at scale.

About the role:

The Customer Analytics Lead is responsible for delivering end-to-end commercial insights across the customer journey, from acquisition through retention and post-order experience. This role provides the business with a holistic, commercially-grounded view of customer behaviour, enabling data-driven decision-making across strategic priorities.

Working closely with stakeholders in Commercial, Finance, Growth, Product, Operations, and Customer Research & Insights, the role holder will form hypotheses, design analytical approaches, and uncover actionable insights that shape the company’s understanding of the trends and performance of our customer base segments, and their impact on key commercial metrics.

This individual contributor role connects granular insights from individual analytics squads into a coherent commercial narrative, supporting strategic decision-making of senior stakeholders.

What you'll be doing:

Customer Journey & Commercial Insight

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
Monitor and report on customer base KPIs, proactively identifying emerging trends, risks, and opportunities

Stakeholder Collaboration & Hypothesis-Driven Analysis

Partner with Commercial, Finance, Growth, Product, Operations, and Customer Research & Insights teams to understand strategic questions and translate them into analytical frameworks
Collaborate closely with the Customer Research & Insights team to form and test hypotheses about customer behaviour, proposing robust analytical approaches to validate or challenge business assumptions
Present findings and recommendations to senior stakeholders, translating complex analyses into clear, actionable narratives

Cross-Functional Analytics Integration

Collaborate closely with peers in Growth Analytics, Product Analytics, Ops Analytics, and Medical Analytics to synthesise granular insights into a unified commercial picture
Identify gaps and connections across analytical domains to ensure a joined-up view of the customer experience
Contribute to the development of shared analytical standards, metric definitions, and data governance practices across the analytics function

Strategic & Ad Hoc Analysis

Lead deep-dive analyses to support key strategic initiatives such as pricing decisions, market expansion, treatment portfolio changes, and retention interventions
Respond to ad hoc analytical requests with rigour and pace, ensuring insights are timely and commercially relevant
Champion a culture of data-driven decision-making and continuous improvement within the analytics team and broader organisation

Who You Are

3 - 5 years of expertise in customer analytics, including segmentation, cohort analysis, lifecycle modelling, and retention analytics
Solid understanding of commercial and customer metrics such as CAC, LTV, retention rates, churn, and conversion funnels
Strong commercial acumen with the ability to connect customer behaviour insights to revenue, growth, and profitability outcomes
Experience working with multiple data sources and stitching together cross-functional datasets in an e-commerce environment, to build a complete customer view
Familiarity with healthcare, pharmaceutical, or subscription-based business models is an advantage

Why work with us?

At HeliosX, we want to improve healthcare for everyone, and to do this we need a team of brilliant people who share that ambition. We are currently a diverse team of engineers, scientists, clinical researchers, physicians, pharmacists, marketeers, and customer care specialists committed to our mission - but we need more talented folks to join us, if we want to achieve our global ambitions!

Aside from working with our all-star team, here are the other benefits of coming on board:

Generous equity allocations with significant upside potential
25 Days Holiday (+ all the usual Bank Holidays)
Private health insurance, along with extra dental and eye care cover
Pension scheme
Enhanced parental leave
Cycle-to-work Scheme
Electric Car Scheme
Free Dermatica and MedExpress products every month, as well as family discounts
Home office allowance
Access to a Headspace subscription, discounted gym memberships, and a learning and development budget