Product Analyst

WHERE YOU CONTRIBUTE

This role is not a delivery role but a product analytical role.

The Product Analyst supports the Global Customer Product team by providing deep insight into customer behaviour, product performance, and journey effectiveness, enabling better product decisions across the end-to-end customer experience.

Working across all product domains (Search & Discovery, Commerce & Checkout, Delivery & Return, Loyalty & Sustainability), this role ensures product strategy and roadmap decisions are grounded in data, experimentation, and customer understanding.

Sitting at the intersection of product, data, and customer experience, this role plays a key part in helping the team identify friction, prioritise opportunities/roadmap items, and measure real impact.

What You Own

• The measurement and performance view of the customer journey as a product
• The definition and tracking of product KPIs across all journey stages
• The analysis of customer behaviour, funnel performance, and experience effectiveness
• The insight layer that informs product decisions and prioritisation

What You Do

• Define and maintain a clear view of product performance across the end-to-end customer journey
• Analyse customer behaviour, funnels, and interaction patterns across digital and omnichannel touchpoints
• Identify friction points, drop-offs, and opportunities across discovery, commerce, and post-purchase journeys
• Translate data into clear, actionable insights that inform product strategy and roadmap decisions
• Partner with Product Managers to support prioritisation, business case development, and impact assessment
• Support experimentation by defining measurement frameworks, analysing test results, and validating outcomes
• Build and maintain dashboards and reporting that provide visibility on product performance
• Integrate multiple data sources (product analytics, CRM, customer data, operational data) into a coherent view
• Work closely with Data and Technology teams to ensure data quality and availability
• Use AI tools to accelerate analysis, uncover patterns, and enhance insight generation

How You Lead

• You think in journeys, not just metrics
• You focus on impact, not just reporting
• You challenge assumptions with data while keeping customer understanding at the core
• You role model modern analytical ways of working, including practical use of AI

Key Skills & Capabilities:

• Analytical & Statistical Capability: Strong ability to analyse complex datasets, identify trends, and apply appropriate analytical techniques to product and customer questions.
• Data Literacy & Tooling: Comfortable working with dashboards, analytics tools, and experimentation platforms to extract insight and track performance.
• Product & Customer Fluency: Understanding of digital product journeys and customer behaviour, enabling analysis that is grounded in real user experience.
• Structured Thinking & Problem Solving: Ability to frame ambiguous questions, define analytical approaches, and deliver clear outputs.
• Insight Communication: Skilled at translating data into concise, compelling insights for non‑technical stakeholders.
• AI‑Enabled Analysis: Confident using AI tools to accelerate analysis, pattern discovery, summarisation, and insight generation, with appropriate validation.
• Attention to Detail & Accuracy: High standards for data accuracy, consistency, and methodological rigour.
• Curiosity & Learning Mindset: Proactive in exploring new questions, methods, and opportunities to improve insight quality.

Decision Remit & Scope

• Define analytical approaches and measurement frameworks for product performance
• Recommend product opportunities, priorities, and improvements based on data
• Influence product roadmap decisions through insight and impact analysis
• Validate outcomes of product initiatives and experiments
• Escalate data gaps, inconsistencies, or risks that impact decision-making

How I Contribute To Our Strategy (KPIs)

• Product Performance Visibility: Clear and consistent view of product performance across the customer journey
• Insight Quality & Impact: Insights directly inform product decisions and roadmap prioritisation
• Funnel & Journey Improvement: Identification and resolution of key friction points across journeys
• Experiment Evaluation: Own interpretation of experimentation and test results, providing clear conclusions and implications for product direction.
• Data Trust & Accuracy: High confidence in data quality and reporting across product teams
• KPI & Metric Guidance: Influence how success is measured by advising on KPI definitions, framing, and interpretation.
• AI Tool Application: Select and apply AI tools to support analysis and insight generation, ensuring outputs are accurate and fit for use.
• Escalation & Confidence Flags: Flag data limitations, confidence issues, or conflicting signals that may impact decision‑making.

What Success Looks Like In Your Role

• Evidence‑Led Decisions: Product decisions are consistently informed by clear, trusted insights rather than assumption.
• Strong Performance Visibility: Stakeholders have confidence in product performance reporting and understand what is driving results.
• Faster Learning Cycles: Experiments and changes lead quickly to learning, with insights clearly captured and applied.
• Actionable Insight Delivery: Analysis consistently results in clear recommendations that influence prioritisation and optimisation.
• Cross‑Functional Trust: Product and stakeholder teams view the role as a trusted partner in understanding performance and impact.
• Growing Analytical Impact: The role demonstrates increasing influence on product quality, customer outcomes, and business performance through insight.

How You Work

Our values shape how we show up every day, and the DM way is your compass for how we work and grow together. Dive in, get inspired, and bring these behaviours to life in everything you do – DM Way.