Customer Insights Analyst

About Us

Luno is the crypto investment app you can rely on, enabling you to buy, store and explore crypto securely. We're committed to putting the power of cryptocurrency in everyone's hands sensibly and responsibly.

Since 2013, we've helped millions of people around the world invest safely in crypto. We do this by cutting through the hype and supporting customers at every step of the way. All products and cryptocurrencies on our platform must first meet stringent legal, risk and technical security standards.

Transparency is key for us. Luno stores all crypto on a 1:1 basis and we have rigorous processes in place so you can be confident your investment is secure. We're available in more than 40 countries around the world and we work closely with respective regulators in all of these markets to be fully compliant, as we believe this is the best way to help everyone, everywhere, invest safely.

The Role

The Customer Insights Analyst is responsible for transforming customer data, feedback, and operational signals into meaningful insights that inform decision-making, improve customer experience, and support business performance. This role works across quantitative and qualitative data sources to identify trends, root causes, and opportunities, and partners closely with Customer Success, Product, Operations, and Data teams to drive insight-led actions.

Responsibilities

• Analyse customer feedback and experience data (e.g. CSAT, NPS, surveys, tickets, behavioural data) to identify trends, pain points, and drivers of customer outcomes
• Conduct root-cause analysis to explain changes in customer experience and performance metrics
• Develop and maintain dashboards, reports, and insight narratives for stakeholders at different levels
• Translate complex data into clear, actionable recommendations that influence priorities, initiatives, and decision-making
• Partner with cross-functional teams to define insight requirements and measure the impact of improvements
• Support continuous improvement of customer measurement frameworks, methodologies, and data quality
• Contribute to a strong "insight-to-action" culture by ensuring findings are clearly communicated and followed through

Skills and Capabilities

• Strong analytical and problem-solving skills with the ability to interpret complex datasets
• Experience working with customer experience metrics and operational data
• Ability to tell a clear story with data and tailor insights to different audiences
• Comfortable working with BI tools, spreadsheets, and data sources (tooling dependent on organisation)
• Strong stakeholder management and collaboration skills
• Strong English communication skills (written and verbal) are essential

Benefits

• Remote but reachable work policy gives you the freedom to choose between working from home or the office
• Option to buy and sell up to 5 days leave
• Excellent private medical insurance
• Access to Learnably and additional learning platforms for personal and professional development
• 6 months primary care-giver leave
• Paw-ternity leave for your furry friend
• Annual Inspiration Day in addition to your annual leave which increases based on your length of service
• Collaborative, friendly work community with regular social events and virtual cooking, dancing, drawing and house planting classes hosted by our Lunauts
• Free lunch and snacks
• 0 fees up to a certain amount with Luno from the day you start (offer only available on Luno Instant Buy, not Luno Exchange)