Customer Experience Analytics Manager

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