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.

Responsibilities

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; 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; Act as an analytical partner to Marketing, Digital, and Customer Engagement teams; 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; 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

Requirements

Bachelor’s degree in analytics, statistics, marketing, economics, business, or a related field; 3–5+ years of experience in customer analytics, CRM analytics, or marketing analytics; Proficiency in SQL; 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); Bilingualism required (French/English); Strong analytical thinking; Strong analytical storytelling; Customer-centric mindset; Analytical rigour; Strategic business acumen; Collaboration and communication; Curiosity and proactivity

Nice to have

Master’s preferred; Python/R is a plus; Experience in retail, fashion, or e-commerce (strong asset)

Benefits

Ultimate Flexibility: Hybrid work environment; Well-Being First: Comprehensive benefits program; Flexible Time Off: Paid leave, sick days, and vacation time; Exclusive Discounts: 50% off regular-priced items; Referral Rewards; Growth opportunities: Annual bonuses, career advancement, tuition reimbursement; Certain conditions apply