Customer Insights Analyst

Want to join one of the UK’s fastest growing companies?

We are One Retail Group, a multi-national online retailer, brand owner, and marketplace specialist recognised as one of the fastest-growing companies in the UK. Our story is humble, growing from a single product launched in 2013, we now own nine brands in the home appliance, lifestyle and personal care categories. Our future is exciting as we strive to launch onto new platforms and expand our operations even further across the globe. One Retail Group dispatches thousands of orders per day across the globe via our own e-commerce websites and online marketplaces such as Amazon.

When you come in to work…

We are looking for a technically skilled yet customer-obsessed analyst to help us truly understand our customers and turn their feedback into action. Reporting to the Customer Care & Insights Manager, you will combine advanced analytics with hands-on management of our review and survey platforms — building the reporting infrastructure we need from scratch while keeping close to the real stories behind the numbers.

This role is perfect for someone who loves diving deep into data but also thrives on the human side of customer experience. You will design and automate reporting from multiple sources, monitor customer sentiment, and make sure the “voice of the customer” is visible across the business. Your work will directly shape product improvements, customer experience enhancements, and business decisions.

Key Responsibilities

• Review platform management:
  • Own day-to-day monitoring of customer review platforms (e.g. Trustpilot, Amazon), ensuring timely responses and brand-aligned tone.
  • Track ratings, sentiment, and recurring themes — both qualitative and quantitative — and escalate key issues or wins.
  • Design and maintain a sentiment analysis process (manual + AI-driven) to track changes over time.
  • Identify opportunities to proactively encourage positive reviews and address root causes of negative ones.

Data Infrastructure & Reporting:

• Build our customer experience reporting suite from scratch, mapping all relevant data sources.
• Create automated dashboards and reports in Power BI, Tableau, or similar.
• Use advanced Excel (Power Query, VBA, macros) and SQL/Python to process, clean, and analyse large datasets.
• Integrate AI tools for text mining, classification, and predictive analysis of customer feedback.

Insight Generation & Communication:

• Analyse product-related reviews and customer care data to uncover recurring quality issues, functional complaints, and safety-related themes.
• Collaborate with Compliance and Product teams to ensure findings are used to prioritise product fixes, enhancements, or documentation updates.
• Highlight emerging product risks or red flags based on customer sentiment and feedback trends.

Create regular reports summarising product-related feedback from all sources (reviews, customer queries, returns reasons), tracking issues over time and surfacing actionable insights.

Our ideal candidate would be someone who has...

• 4+ years of experience in customer insights or analytics, ideally within ecommerce or retail
• Strong analytical skills and familiarity with tools like Excel, Power BI, or Google Sheets
• Advanced Excel skills (nested formulas, pivot tables, Power Query, VBA/macros) and SQL; Python or R desirable.
• Experience with customer review/survey platforms and sentiment analysis tools.
• Strong communication skills to make data meaningful for non-technical audiences.
• Analytical and structured thinker, but also empathetic and customer-focused.
• Confident using AI tools for automation and insight generation.
• Familiarity with GDPR and data privacy best practices.

Location: Bengaluru, India

You will initially work remotely (from home) in India, but should be prepared to commute daily to our location in Bengaluru, India once on-site operations are established.

You want to work for us because…

We are a fast growing and successful company, that likes to make quick decisions to stay at the forefront of retail. You will be working with a passionate, hard-working and dedicated team allowing you to learn a wealth of business skills from day one. This will provide you with the chance to leave your mark and make a difference to a very exciting company. We’re fun, collaborative and enjoy supporting each other achieve our shared ambitious goals.