Head of Customer Journey Analytics

Career Choices Dewis Gyrfa Ltd; Manchester; Hybrid; GBP 61,000 - 68,000; Full time

Benefits offered by this job

Pension up to 15%

Annual bonus

Share schemes

30 days holiday + bank holidays

Wellbeing initiatives

Parental leave

Job summary

Career Choices Dewis Gyrfa Ltd is seeking an Insights and Analytics Manager in the UK, with hybrid work between Cardiff or Manchester. You will lead cross-channel analytics, shaping data foundations and delivering trusted insights to improve customer journeys and cost to serve.

You’ll connect data from digital journeys, calls and feedback, develop self-service dashboards, and mentor teammates while coordinating with Platform, Operations and CX teams to turn analysis into actionable decisions.

Qualifications

• Experience combining data from multiple sources to build analytical models.
• Strong analytical and problem-solving skills to identify trends and opportunities.
• Experience using SQL, Power BI or similar analytics and visualization platforms.
• Excellent stakeholder management across business, operations, CX, platform and data teams.

Responsibilities

• Build and improve cross-channel insight capability with trusted data models and shared measures.
• Create self-service dashboards and insight products for data exploration and informed decisions.
• Connect customer, agreement, interaction and journey data to explain behaviour and cost to serve.
• Translate complex analyses into clear recommendations and business cases for senior stakeholders.
• Lead, coach and develop colleagues, fostering an inclusive environment.

Skills

Analytical thinking

Stakeholder management

Problem-solving

Data visualization

Communication

Tools

SQL

Power BI

Job description

Career Choices Dewis Gyrfa Ltd is seeking an Insights and Analytics Manager in the UK, with hybrid work between Cardiff or Manchester. You will lead cross-channel analytics, shaping data foundations and delivering trusted insights to improve customer journeys and cost to serve.

You’ll connect data from digital journeys, calls and feedback, develop self-service dashboards, and mentor teammates while coordinating with Platform, Operations and CX teams to turn analysis into actionable decisions.