Lloyds Banking Group
Insights and Analytics Manager
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Insights and Analytics Manager
Salary: £61,300 - £68,100
Locations: Cardiff or Manchester
Hours: Full-Time
Working Pattern: Hybrid, with a requirement to spend at least two days per week or 40% of time at one of our office sites.
About the Role
Help us turn complex data into insights that improve customer journeys.
This business provides vehicle finance and leasing through Black Horse and Lex Autolease. Our Channel Insight & Analytics team connects data across digital and assisted channels so colleagues can improve customer experience.
As Channel Insights Manager, you'll help us understand end-to-end customer journeys and turn evidence into action. You'll shape the data foundations and insights that give teams a trusted view of performance.
You'll connect structured and unstructured data from digital journeys, calls, messaging, IVR, feedback, complaints, and operational systems. Using digital, speech, and text analytics, you'll identify customer needs, emerging demand, journey friction, and opportunities to improve service and cost to serve.
You'll lead and develop colleagues while partnering with Platform, Operations, Customer Experience, Data, and Insight teams. Together, you'll turn analysis into practical recommendations and measurable improvements.
You'll have opportunities to develop expertise across customer journey analytics, speech and text analytics, data visualisation, customer experience measurement, and modern insight techniques. Working with colleagues across Customer Experience, Platform, Operations, and Data teams, you'll broaden your understanding of end-to-end customer journeys while building leadership and influencing skills.
We'll support your development through on-the-job learning, access to training, and the chance to work with new tools, technologies, and analytical approaches as our insight capability continues to evolve.
What You'll Be Doing
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- Build and improve cross-channel insight capability, including trusted data models, shared measures, and reusable analysis.
- Create self-service dashboards and insight products that help colleagues explore data and make informed decisions.
- Connect customer, agreement, interaction, and journey data to explain behavior, demand, performance, and cost to serve.
- Combine customer feedback, behavioral, and operational data to identify root causes, emerging themes, and journey friction.
- Translate complex analysis into clear recommendations, business cases, and priorities for senior stakeholders.
- Work with data owners and delivery teams to improve data quality, governance, and access to trusted insight.
- Define success measures and track the customer, operational, and commercial impact of recommendations.
- Prioritise the insight backlog and help shape the roadmap, analytics toolset, and operating model.
- Lead, coach, and support colleagues, creating an inclusive environment where people can learn and do their best work.
What You'll Need
- Experience combining data from multiple sources to build trusted analytical models and actionable insights.
- Strong analytical and problem-solving skills, with the ability to identify trends, root causes, and opportunities for improvement.
- Experience using tools such as SQL, Power BI, or similar analytics and visualisation platforms.
- Ability to translate complex analysis into clear recommendations for technical and non-technical audiences.
- Experience creating dashboards, self-service reporting, or other insight products that support decision-making.
- Strong stakeholder management skills, with experience working across business, operations, customer experience, platform, and data teams.
- Experience leading, coaching, or developing colleagues in a collaborative environment.
- Understanding of data governance, privacy, risk, and control requirements.
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Experience in Any of These Areas Would Be Useful, But You Do Not Need All of Them:
- Speech, text, digital, or customer journey analytics.
- Customer feedback, contact centre, or operational data.
- SQL, data modelling, or working with data from multiple systems.
- Data engineering concepts, API integration, cloud platforms, or modern data environments.
- Agile delivery or product-led ways of working.
- Financial services, vehicle finance, leasing, or another regulated industry.
About Working for Us
Our ambition is to be the leading UK business for diversity, equity, and inclusion, supporting our customers, colleagues, and communities and we're committed to creating an environment in which everyone can thrive, learn, and develop.
We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer Initiative.
We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location, and working patterns. And, as a Disability Confident Leader, we guarantee interviews for a fair and proportionate number of applicants who meet the minimum criteria for the role with a disability, long-term health, or neurodivergent condition through the Disability Confident Scheme.
We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers. Just let us know what you need.
We also offer a wide-ranging benefits package, which includes:
- A generous pension contribution of up to 15%
- An annual performance-related bonus
- Share schemes including free shares
- Benefits you can adapt to your lifestyle, such as discounted shopping
- 30 days' holiday, with bank holidays on top
- A range of wellbeing initiatives and generous parental leave policies
Ready to start growing with purpose? Apply today!
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