Insights and Analytics Manager

JOB TITLE: Insights and Analytics Manager

SALARY: £61,300 - £68,100

LOCATIONS: Cardiff or Manchester

HOURS: Full-Time

WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at one of our office sites

Help us turn complex data into insight that improves customer journeys.

This business provides vehicle finance and leasing through Black Horse and Lex Autolease. Our Channel Insight & Analytics team connects data across digital and assisted channels so colleagues can improve customer experience.

About the role

As Channel Insights Manager, you'll help us understand end-to-end customer journeys and turn evidence into action. You'll shape the data foundations and insight that give teams a trusted view of performance.

You'll connect structured and unstructured data from digital journeys, calls, messaging, IVR, feedback, complaints and operational systems. Using digital, speech and text analytics, you'll identify customer needs, emerging demand, journey friction and opportunities to improve service and cost to serve.

You'll lead and develop colleagues while partnering with Platform, Operations, Customer Experience, Data and Insight teams. Together, you'll turn analysis into practical recommendations and measurable improvements.

You'll have opportunities to develop expertise across customer journey analytics, speech and text analytics, data visualisation, customer experience measurement and modern insight…