Customer Insights Analyst

The Customer Insights Analyst plays a critical role in transforming customer, transactional, digital, and loyalty data into actionable insights that drive customer-centric decision-making across RCL brands. This role blends analytical rigour with strategic business acumen, to identify opportunities that improve customer acquisition, engagement, retention, and lifetime value. The analyst will partner closely with Marketing, Merchandising, Digital, Customer Engagement and Data & Analytics teams to deliver insights that shape strategy and drive growth.
Job Description:
Customer Insights & Analytics
Analyze customer behaviour across brands, channels, and lifecycle stages to uncover trends, segment performance, and opportunities for growth.
Develop and maintain customer segmentations to support targeted communications, personalization, and brand-level strategies.
Conduct deep-dive analyses into customer journeys, retention drivers, churn patterns, and customer lifetime value levers.
Deliver insights that inform campaign optimization, product assortment, pricing, promotions, and loyalty program enhancements.
Reporting & Performance Measurement
Build dashboards, reports, and automated insights that track customer KPIs (e.g., acquisition, retention, LTV, purchase frequency).
Measure and evaluate the effectiveness of email campaigns, personalization initiatives, and loyalty activities.
Translate complex data into clear, concise insights for stakeholders at all levels.
Collaboration & Business Partnership
Act as an analytical partner to Marketing, Digital, and Customer Engagement teams, helping them understand customer performance and identify opportunities for improvement.
Provide insight inputs for strategic planning, brand reviews, and customer growth initiatives.
Work with Data Engineering and Data Science teams to improve data quality, refine metrics, and develop advanced analytics solutions.
Data Expertise
Leverage customer, transactional, web, and loyalty datasets to build a holistic view of customer behaviour across the retail ecosystem.
Ensure reporting accuracy and data integrity, troubleshooting issues where needed.
Stay current with industry trends, analytical techniques, and retail customer insights best practices.
Qualifications
Bachelor’s degree in analytics, statistics, marketing, economics, business, or a related field (Master’s preferred).
3–5+ years of experience in customer analytics, CRM analytics, or marketing analytics.
Proficiency in SQL (required); Python/R is a plus.
Expertise with BI tools (MicroStrategy, Power BI, Tableau, Looker).
Experience with customer segmentation, cohort analysis, and campaign measurement.
Familiarity with digital analytics tools (Google Analytics, Adobe Analytics).
Experience in retail, fashion, or e‑commerce (strong asset).
Bilingualism required (French/English), due to regular interactions with English‑language teams, tools, and content.
Interpersonal Competencies
Strong analytical thinking: ability to interpret, synthesize, and structure complex data.
Strong analytical storytelling: ability to translate data into clear narratives and strategic recommendations.
Customer‑centric mindset: passion for understanding customer behaviour and improving customer experience.
Analytical rigour: strong quantitative problem‑solving mindset.
Strategic business acumen: ability to tie insights to business outcomes.
Collaboration and communication: effective with both technical and non‑technical stakeholders.
Curiosity and proactivity: seeks opportunities, asks the right questions, identifies emerging trends.

Employment type
Full-time

Work arrangement
Hybrid