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For Companies 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 expansion plans.
- Benefits: Competitive salary, remote work, and travel expenses covered.
- Why this job: Be a key player in transforming customer experience at a rapidly scaling business.
- Qualifications: Experience in financial services and strong SQL skills required.
- Other info: Join a dynamic team with significant growth opportunities and autonomy.
The predicted salary is between 65000 - 65000 £ 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 employer: Harnham
Contact Detail:
Harnham Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Analytics Manager
✨Tip Number 1
Network like a pro! Reach out to people in the financial services sector, especially those who work in customer experience. Use LinkedIn to connect and engage with them; you never know who might have the inside scoop on job openings.
✨Tip Number 2
Prepare for interviews by practising your storytelling skills. We want you to showcase your experience with customer journey analytics and A/B testing. Think of specific examples where you've made an impact and be ready to share them!
✨Tip Number 3
Don’t just apply and wait! Follow up on your applications. A quick email or message can show your enthusiasm and keep you on their radar. Plus, it gives you a chance to reiterate why you're the perfect fit for the role.
✨Tip Number 4
Use our website to apply directly! It’s the best way to ensure your application gets seen. Plus, we’re always looking for talent that can help us grow and innovate in the customer experience space.
We think you need these skills to ace Customer Experience Analytics Manager
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! Use specific examples of A/B testing and analytics projects you've worked on. This helps us understand how you can contribute to optimising our customer journey.
Engage with the Job Description: Read through the job description carefully and address the key responsibilities in your application. We love it when candidates show they’ve done their homework and understand what we’re looking for!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way for us to keep track of your application and ensure it gets the attention it deserves!
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 impacted your previous projects.
✨A/B Testing Expertise
Be prepared to talk about your experience with A/B testing and direct marketing analytics. Have a couple of examples ready where your testing led to significant improvements in engagement or 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.