Insight and Data Analytics Lead

As Insight & Data Analytics Manager, you will be the organisation’s expert on understanding what our data is telling us about how clergy engage with our services, and supporting decision making on future service and strategy.

Working with customer service and technical colleagues, you will design and run feedback mechanisms, manage data flows across systems, and generate insight that directly informs service development, product design and strategic decision making.

This role ensures the accuracy and completeness of our data while also designing the frameworks we use to measure impact.

You will work closely with the Digital Manager to ensure data flows are robust, with the Head of Customer Service to ensure feedback is practical, evidence based and actionable, and with colleagues across Housing and Pensions to build a joined‑up view of the customer journey.

Data governance will be key in the role, working with the Director and Performance lead to ensure appropriate GDPR and data management is maintained.

Ultimately, your work will ensure that our Financial Wellbeing services are grounded in evidence, responsive to customer needs, and able to demonstrate its impact to senior leaders.

Responsibilities

• Insight & Analytics
• Lead the collection, interrogation and interpretation of data relating to service performance, customer behaviour and customer needs.
• Track and monitor engagement with all elements of the service (portal analytics, regional adviser activity, events, communications), identifying trends and potential areas for action.
• Design and manage regular customer feedback mechanisms across all touchpoints, ensuring integration with Housing and Pensions insight activity.
• Commission research into customer needs (or draw on existing research), synthesising findings into clear recommendations.
• Develop dashboards, reports and insight products that support decision making at all levels of the organisation.
• Design and produce reports and train and support team to identify and produce own reports for managing key service data.
• Data Management & Governance
• Understand and manage data flows underpinning the portal and wider service, ensuring a complete and accurate view of each customer’s journey.
• Identify data gaps and lead plans to address them, enabling a more holistic understanding of service impact.
• Act as the team’s internal data protection lead, ensuring compliance with NCI policies, appropriate legislation (e. g., GDPR and PECR) and evolving best practice.

This will involve close liaison with the NCI’s data governance team.

Responsible for leading the creation and maintenance of Financial Wellbeing’s information asset register/ROPA.

• Instigate privacy assessments and Data protection Impact assessments (DIPAs) in response to system changes and ensure retention and deletion rules are applied consistently.
• Maintain documentation of data protection compliance measures, escalation paths, and data sharing controls.
• Responsible with the performance lead role in identifying and recommending appropriate tools (e. g., Power BI or other similar system) to gather and maintain operational data.

Informing improvements to these supported by technology and communications colleagues.

• Lead the implementation and maintenance of the analytical tools within Financial Wellbeing.
• Responsible for data integrity, working with Digital manager and wider team to ensure accurate data capture and identify ways to improve data integrity.
• Planning & Delivery
• Develop and maintain the strategic roadmap for insight and data, ensuring alignment with service priorities.
• Recommend research activity and data improvement plans to the Head of Customer Service.
• Work with the Digital Manager to embed analytics tools within the portal and ensure data is captured consistently and accurately.
• Support the Performance Manager in developing KPIs, impact frameworks and performance reporting cycles.
• Ensure insight and data is delivered on time, in the right format, and to the right audiences.
• Stakeholder Engagement
• Work closely with the Head of Customer Service and Regional Advisers to ensure feedback loops are strong and representative.
• Collaborate with the Communications Officer to support audience segmentation and insight‑driven content planning.
• Partner with Business Operations and Systems teams in Housing and Pensions to ensure integrated insight across the wider customer ecosystem.
• Provide advice and guidance to senior leaders and governance forums.
• Build strong relationships with NCI Data Services to ensure alignment with organisational standards.
• Continuous Improvement
• Responsible for monitoring system performance, user feedback and engagement data to drive iterative improvements.
• Stay abreast of industry trends, research methods and emerging technologies.
• Adapt analytical methods in line with best practice and evolving tools.

Your job description is intended to reflect your main tasks and areas of work but is not exhaustive.

Changes may occur over time, and you will be expected to agree any reasonable changes to your job description that are commensurate with your banding and in line with the general nature of your post.

You will be consulted about any changes to your job description before these are implemented.

Qualifications

Essential – Knowledge & Experience

• Strong experience in data analysis, insight generation and research methods.
• Experience with data visualisation tools (e. g., Power BI, Tableau).
• Proven ability to interpret both quantitative and qualitative data.
• Experience designing and running customer feedback mechanisms.
• Understanding of tools and methods for capturing insight, and awareness of their strengths and limitations.
• Experience working with CMS/CRM systems and analytics tools (e. g., Google Analytics).
• Good understanding of data protection requirements and GDPR.
• Experience producing insight reports, dashboards and recommendations for senior stakeholders.
• Experience working in a customer focused, operational and values driven environment.
• Knowledge of statistical analysis techniques.

Essential – Skills & Abilities

• Excellent analytical and problem solving skills.
• Good communication skills, able to translate complex insight into clear, actionable messages.
• Organised and proactive, able to manage multiple insight streams and deadlines.
• High attention to detail, ensuring accuracy, compliance and quality assurance.
• Comfortable working with ambiguity and evolving service needs.
• Comfortable working collaboratively across functions and teams.
• Highly Desirable
• Experience in service design, user research or customer journey mapping.
• Familiarity with digital analytics, segmentation and optimisation methods.
• Experience working in a regulated or charity environment.
• Skilled at facilitating focus groups, interviews and other qualitative methods.
• Experience of working in or with Church of England structures or comparable faith‑sector organisations.
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