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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 investment backing.
- Benefits: Competitive salary, remote work, and opportunities for professional growth.
- 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.
- Other info: Enjoy autonomy and only occasional travel to Nottingham, fully expensed.
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 diving deep into the company’s customer journey. Understand their pain points and think of actionable insights you could bring to the table. This shows you’re not just interested in the role but are ready to make an impact from day one.
✨Tip Number 3
Don’t underestimate the power of follow-ups! After an interview, drop a quick thank-you email to express your appreciation and reiterate your enthusiasm for the role. It keeps you fresh in their minds and shows your professionalism.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take that extra step to engage with us directly. Let’s get you that Customer Experience Analytics Manager role!
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 how you've used A/B testing and analytics in past roles. This will help us understand your hands-on experience and how you can contribute to our growth.
Engage with the Job Description: Read through the job description carefully and address the key responsibilities in your application. We’re looking for someone who can own the customer journey, so show us how you’ve done that before!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of applications better and ensures you don’t miss out on any important updates from us!
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. Prepare examples from your past experience where you've successfully mapped customer journeys and derived actionable insights.
✨Show Off Your SQL Skills
Since strong hands-on SQL skills are a must, brush up on your SQL knowledge before the interview. Be ready to discuss specific queries you've written and how they helped in analysing customer data or improving engagement metrics.
✨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 case studies ready that highlight your role in designing tests and the impact they had on campaign performance.
✨Engage Stakeholders Effectively
As you'll be the go-to person for customer journey insights, think about how you've engaged with stakeholders in the past. Prepare to share strategies you've used to present complex data in an understandable way and how you've influenced decision-making.