Insights and Analytics Manager

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

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 techniques.

Working with colleagues across Customer Experience, Platform, Operations and Data teams, you'll broaden your understanding of end-to-end customer journeys while building leadership and influencing skills.

We'll support your development through on-the-job learning, access to training and the chance to work with new tools, technologies and analytical approaches as our insight capability continues to evolve.

What you’ll be doing Build and improve cross-channel insight capability, including trusted data models, shared measures and reusable analysis.

Create self-service dashboards and insight products that help colleagues explore data and make informed decisions.

Connect customer, agreement, interaction and journey data to explain behaviour, demand, performance and cost to serve.

Combine customer feedback, behavioural and operational data to identify root causes, emerging themes and journey friction.

Translate complex analysis into clear recommendations, business cases and priorities for senior stakeholders.

Work with data owners and delivery teams to improve data quality, governance and access to trusted insight.

Define success measures and track the customer, operational and commercial impact of recommendations.

Prioritise the insight backlog and help shape the roadmap, analytics toolset and operating model.

Lead, coach and support colleagues, creating an inclusive environment where people can learn and do their best work.

What you’ll need Experience combining data from multiple sources to build trusted analytical models and actionable insights.

Strong analytical and problem-solving skills, with the ability to identify trends, root causes and opportunities for improvement.

Experience using tools such as SQL, Power BI or similar analytics and visualisation platforms.

Ability to translate complex analysis into clear recommendations for technical and non-technical audiences.

Experience creating dashboards, self-service reporting or other insight products that support decision-making.

Strong stakeholder management skills, with experience working across business, operations, customer experience, platform and data teams.

Experience leading, coaching or developing colleagues in a collaborative environment.

Understanding of data governance, privacy, risk and control requirements.

Experience in any of these areas would be useful, but you do not need all of them: Speech, text, digital or customer journey analytics.

Customer feedback, contact centre or operational data.

SQL, data modelling or working with data from multiple systems.

Agile delivery or product-led ways of working.

Financial services, vehicle finance, leasing or another regulated industry.

About working for us Our ambition is to be the leading UK business for diversity, equity and inclusion supporting our customers, colleagues and communities and we're committed to creating an environment in which everyone can thrive, learn and develop.

We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer Initiative.

We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns.

And, as a Disability Confident Leader, we guarantee interviews for a fair and proportionate number of applicants who meet the minimum criteria for the role with a disability, long-term health or neurodivergent condition through the Disability Confident Scheme.

We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers.

Just let us know what you need.

We also offer a wide-ranging benefits package, which includes:

• A generous pension contribution of up to 15%
• An annual performance-related bonus
• Share schemes including free shares
• Benefits you can adapt to your lifestyle, such as discounted shopping - 30 days' holiday, with bank holidays on top
• A range of wellbeing initiatives and generous parental leave policies Ready to start growing with purpose?