At a Glance
- Tasks: Own the customer journey and analyse insights to enhance engagement and retention.
- Company: Fast-growing financial services scale-up with major investment backing.
- Benefits: Competitive salary, remote work, and opportunities for professional growth.
- Other info: Join a dynamic team with a focus on innovation and collaboration.
- Why this job: Be a key player in transforming customer experience in a rapidly expanding company.
- Qualifications: Experience in financial services and strong SQL skills required.
The predicted salary is between 65000 - 91000 £ per year.
Customer Experience Analytics Manager
Location: Remote (occasional travel to Nottingham – expenses covered)
Salary: £65,000
Looking to own the customer journey at a business that\'s scaling fast?
This is a rare opportunity to step into a standalone Customer Experience Analytics role at a business recently acquired by a huge investor – meaning heavy investment, huge growth plans, and a blank slate to build out the customer insight function.
You’ll be joining a financial services scale-up on the brink of serious transformation, lending over 10,000 loans a month – and expecting to triple that by next year.
They’re aiming to become a major player in the UK lending space, with big plans to expand their product offering and customer base.
What You’ll Be Doing
Customer Journey Analytics
- Map and analyse the full customer lifecycle to identify churn, friction, and drop-off points
- Build actionable insights to improve engagement, retention, and lifetime value
- Track key performance metrics (ROI, CAC, CTRs, open rates) and use them to influence strategy
Campaign & Channel Optimisation
- Design and execute A/B and multivariate tests across email, SMS, web, and more
- Collaborate with marketing to optimise acquisition and retention campaigns
Reporting & Stakeholder Engagement
- Own reporting across the customer funnel – and present insights to UK and global leadership
- Work cross-functionally with Product, Marketing, and Compliance
What You’ll Need
- Financial services experience (non-negotiable)
- Strong hands-on SQL skills
- Solid A/B testing and direct marketing analytics experience (SMS and Email focus)
- Stakeholder confidence – you’ll be the go-to on all things customer journey
Why Apply?
- Autonomy: You’ll be the customer analytics voice in the business
- Growth: Backed by North American investors and product expansion plans
- Remote-first: Only travel to Nottingham once a month (fully expensed)
Interested?
Please send your CV to Roshni at roshnibaillie@harnham.com or via the Apply link on this page.
Please note, this role does NOT offer visa sponsorship
Customer Experience Analytics Manager in Stoke-on-Trent employer: Harnham
Join a dynamic financial services scale-up that is on the cusp of transformation, offering you the chance to shape the customer experience analytics function from the ground up. With significant backing from North American investors and ambitious growth plans, you'll enjoy a remote-first work culture with occasional travel to Nottingham fully expensed, alongside ample opportunities for professional development in a fast-paced environment. This role not only provides autonomy but also positions you at the forefront of a company poised to become a major player in the UK lending market.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Analytics Manager in Stoke-on-Trent
✨Tip Number 1
Network like a pro! Reach out to people in the financial services sector, especially those who work in customer experience. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Show off your skills! Create a portfolio showcasing your analytics projects, especially those related to customer journeys. This will give potential employers a taste of what you can bring to the table.
✨Tip Number 3
Prepare for interviews by practising common questions related to customer experience analytics. We recommend using the STAR method to structure your answers – it’ll help you highlight your achievements effectively.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and engaged with our platform.
We think you need these skills to ace Customer Experience Analytics Manager in Stoke-on-Trent
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Customer Experience Analytics Manager. Highlight your financial services experience and any relevant SQL skills. We want to see how your background aligns with our needs!
Showcase Your Skills:Don’t just list your skills; demonstrate them! Include specific examples of A/B testing and analytics projects you've worked on. This helps us understand how you can contribute to our customer journey insights.
Engage with the Job Description:Read through the job description carefully and reflect that language in your application. Use terms like 'customer lifecycle' and 'stakeholder engagement' to show you’re on the same page as us.
Apply Through Our Website:We encourage you to apply via our website for a smoother process. It’s the best way for us to receive your application and keep track of it. Plus, we love seeing candidates who follow our preferred route!
How to prepare for a job interview at Harnham
✨Know Your Customer Journey
Make sure you understand the full customer lifecycle and can discuss how to identify churn, friction, and drop-off points. Be ready to share examples of how you've built actionable insights in previous roles.
✨Show Off Your SQL Skills
Since strong hands-on SQL skills are a must, brush up on your SQL knowledge before the interview. Prepare to discuss specific queries you've written and how they helped drive customer insights or strategy.
✨A/B Testing Expertise
Be prepared to talk about your experience with A/B testing and direct marketing analytics, especially in SMS and email campaigns. Have a couple of successful case studies ready to illustrate your impact on engagement and retention.
✨Engage Stakeholders Confidently
As you'll be the go-to person for customer journey insights, practice how you would present your findings to leadership. Think about how to communicate complex data in a clear and engaging way that resonates with different stakeholders.
