Lead Research Analyst

Role: Lead Research Analyst

Location: Leeds, LS15 8GB. We operate a hybrid schedule, 1-2 days a week in the office

Salary: £55,000 - £65,000 per annum DOE, plus up to a 10% annual discretionary bonus and our extensive benefits

Contract type: Permanent

Employment type: Full time

Working hours: Monday – Friday 37.5 hours per week. We work on a core hours principle. Our core hours are 09:30 - 16:00; you can work around these to suit you!

Do you want to work for the nation’s largest online pharmacy ensuring excellence for all our patients? We’re a market leader in the pharmacy world, with 25 years’ experience, helping over 1.8 million patients in England manage their NHS prescriptions from request through to delivery. We are Great Place to Work certified as we consider colleague experience a top priority every day, and as a certified B Corp we also meet high standards of social and environmental responsibility. Our people are fundamental to our success and ensuring we achieve our vision to be a world leading, patient-centric digital healthcare provider. We are committed to continuing to develop a positive, open and honest working environment for all.

Our tech teams keep us running 24/7 to make sure all our patients get world class service. To support that, this role may include participation in an out-of-hours rota as required by the business. We operate fair scheduling process as well as additional compensation for all on call periods.

To deliver robust, insightful customer and market research, driving strategic decision-making, improving customer experiences, and strengthening Pharmacy2U’s understanding of its customers and market landscape. This role will deliver short-term value through rapid insights while building towards longer-term strategic capability.

Why you’ll love working with us

We believe great people deserve great support. That’s why we offer a benefits package designed to look after your health, finances, career and life outside work.

Financial security & rewards

· Competitive contributory pension

· Occupational sick pay

· Long-service awards and refer-a-friend bonuses

· Professional registration fees covered (GPhC, NMC, CIPD and more)

· Cycle to Work and Green Car schemes (subject to eligibility)

Family-friendly

· Enhanced maternity and paternity pay

· Flexible hybrid working to help balance work and home life

Health & wellbeing

· Private healthcare insurance at discounted rates (Aviva)

· Employee Assistance Programme and in-house mental health support

· Access to discounted gym memberships via Blue Light Card and benefits schemes

· Regular health and wellbeing initiatives

Career growth

· Strong commitment to CPD, training and professional development

Time off & flexibility

· 25 days’ annual leave, increasing with service

· Buy and sell holiday scheme

Everyday perks & exclusive discounts

· Blue Light Card and employee discount platform

· Exclusive discounts at The Springs, Leeds

· 25% off health & beauty purchases

· 25% off Pharmacy2U Private Online Doctor services

Culture & community

· Regular social events throughout the year

What you’ll be doing?

· Design, deploy, analyse, and report on customer and patient surveys and research programmes across the end‑to‑end journey

· Own Customer Experience (CX) measurement, including NPS, CSAT, and Ease of Use, delivering quick‑win improvements and overseeing BI dashboard development

· Evaluate all patient and customer touchpoints to identify insight gaps; design and implement new surveys to close gaps (e.g. lapsed customer research)

· Deliver rapid, incremental insights that drive short‑term commercial and operational value, such as:

- Reasons for registration non‑completion

- Barriers to eScript adoption

- Online journey and service pain points

· Integrate Trustpilot reviews and social listening insights into regular reporting, conducting manual thematic analysis while building the business case for dedicated tooling

· Partner with Data Science and AI teams to define quantitative and unstructured data requirements, embedding advanced analytics outputs into research narratives

· Develop and own a holistic Voice of Customer (VoC) framework, combining survey data, behavioural insight, reviews, and operational metrics into actionable strategic insight

· Lead market research initiatives, including competitive benchmarking, category and landscape analysis, trend identification, and brand health tracking

· Deliver customer segmentation studies that combine behavioural and attitudinal data to create clear, actionable strategic segments

· Support new service and proposition development through concept, pricing, and message testing to optimise market fit and adoption

· Translate insight into clear, practical recommendations for Marketing, Product, Service, Operations, and Strategy teams

· Champion customer and market centricity across Pharmacy2U through compelling, influential insight storytelling

Who are we looking for?

· Strong experience in customer and market research, including survey design, statistical analysis, and insight generation

· Hands‑on use of survey platforms such as Qualtrics, SurveyMonkey, or equivalent

· Advanced Excel capability for data manipulation, analysis, and visualisation

· Experience using data visualisation and BI tools such as Power BI or Tableau

· Familiarity with core research methodologies including segmentation, brand health tracking, concept testing, and competitive benchmarking

· Proven ability to deliver rapid, actionable insights that drive short‑term business value

· Experience integrating multiple data sources (survey data, reviews, social listening, market data) to create holistic insight

· Strong PowerPoint skills with a focus on clear insight storytelling and senior stakeholder communication

· Excellent stakeholder management skills and ability to work autonomously across multiple priorities

What happens next?

Please click apply and if we think you are a good match, we will be in touch to arrange an interview.

Applicants must prove they have the right to live in the UK.

All successful applicants will be required to undergo a DBS check.

Unsolicited agency applications will be treated as a gift.

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