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Job Description Summary

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.

• Data engineering concepts, API integration, cloud platforms or modern data environments.

• 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? Apply today!

At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.

We keep your data safe. So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks.  We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person. 

We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.