NICEIC
Customer Data & Analytics Manager
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Customer Data and Analytics Manager
We are looking for a Customer Data and Analytics Manager to transform complex customer and operational data into clear, actionable insight.
This role connects our Marketing, Digital Experience, and Customer Experience teams. You will help us understand how customers interact with Certsure/NICEIC, identify opportunities to improve their experience, and provide the evidence needed to shape strategy and business decisions.
Alongside leading our customer analytics capability, you will manage and develop a team, oversee relevant budgets, and act as the product owner for key analytics platforms, including GA4.
What you’ll be doing
- Create clear, impactful reports and dashboards that turn complex information into practical recommendations.
- Extract, transform, and combine data from multiple systems for regular reporting and analysis.
- Use quantitative and qualitative data to identify customer trends, risks, opportunities, and areas for improvement.
- Build compelling data-led narratives that inform and influence business strategy.
- Lead the development of customer feedback methods, including surveys, pulse feedback, and sentiment monitoring.
- Recommend and implement new ways of capturing relevant customer data.
- Provide a holistic view of customer behaviour, digital performance, and market trends.
- Work closely with colleagues across Transformation, Technology, CRM, UX, Finance, Marketing, and Customer Experience.
- Provide expert guidance to stakeholders, helping them make confident, data-informed decisions.
- Act as product owner for key analytics platforms and ensure they are used effectively.
- Maintain strong standards of data quality, governance, and responsible data use.
- Manage internal processes and service-level agreements to support consistency and efficiency.
- Contribute to digital transformation projects, taking a lead or supporting role as required.
- Lead, coach, and develop your team, creating a collaborative and high-performing environment.
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What we’re looking for
Essential
- Strong Power BI capability, including dashboard development, data modelling, and communicating insight to non-technical audiences.
- Experience analysing customer, digital, or operational data to uncover trends, risks, and opportunities.
- A background in data analysis, business intelligence, customer insight, or a related discipline.
- The ability to translate business questions into clear reporting requirements and meaningful outputs.
- Strong knowledge of data manipulation, ETL processes, and analytical techniques.
- Experience working with information from multiple systems and addressing data quality, consistency, and ownership issues.
- A sound understanding of GDPR, data governance, and the responsible use of customer data.
- Knowledge of customer experience measures, feedback mechanisms, and customer journey analysis.
- Experience using web or digital analytics tools, such as GA4.
- Commercial awareness and the ability to connect customer insight with satisfaction, retention, efficiency, and service improvement.
- Excellent communication and stakeholder-management skills, with the confidence to work across all levels of an organisation.
- Strong organisational skills and the ability to manage competing priorities independently.
- Previous people-management experience, with the ability to coach, motivate, and develop others.
Desirable
- A degree in Statistics, Economics, Business, Mathematics, Engineering, Computer Science, or a related field.
- Previous experience in a similar customer data or analytics management role.
- Membership of the Institute of Customer Experience or a similar professional body.
- Microsoft Certified: Power BI Data Analyst Associate.
- Experience using Salesforce or another CRM platform.
- Familiarity with Microsoft Power Apps or other low-code or no-code platforms.
- Knowledge of project-management approaches such as Agile or PRINCE2.
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Our benefits include, but not limited
- Flexible and hybrid working (depending on the role)
- 25 days’ holiday a year (plus bank and public holidays)
- Employee Assistance Programme
- Loyalty Awards
- Bike Loan
- Life assurance
- Sickness pay - Depending on your length of service, you could be eligible for our enhanced sick pay which is above the Statutory Sick Pay (SSP) amount.
- Private Medical insurance
- Learning Opportunities
- Pension
About us
Certsure offers industry-leading certification services, Building Regulations schemes, products, and support to the construction industry. We are dedicated to providing professional services and certification to a wide range of customers across the building services sector. Our products and services are delivered through the marketing-leading brand NICEIC. Quality is the foundation of everything we do, and as a result, many of our products are Government recognised and United Kingdom Accreditation Service (UKAS) approved. From the technically excellent assessors to service advisors who really “get” our customers – we are always on the lookout for talented people to join our team.
We aspire to have a diverse and inclusive workplace, and as an equal opportunities’ employer, Certsure is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.
PLEASE NOTE: As an employer, Certsure does not provide sponsorship as a licensed UK employer.
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