Job Description We’re looking for a hands‑on, outcome‑focused Analytics Manager to lead our Customer Insights and Customer Support analytics capability. You’ll manage a small team of Senior Analysts responsible for understanding how customers manage their credit accounts and how effectively our support journeys meet their needs. Your work will shape how we reduce friction, strengthen customer confidence, improve digital and assisted‑channel experiences, and ensure customers receive fair, consistent outcomes across their end‑to‑end journey. This is a high‑impact role at the intersection of customer behaviour, operational performance, and journey strategy. You'll be responsible for: Lead, coach, and develop a team of Senior Analysts covering customer behaviour, journey insights, channel performance, and support‑demand analytics. Set the vision, priorities, and roadmap for insight generation across customer account management, digital journeys, operational support and customer outcomes. Ensure consistent, high‑quality analytics and insight storytelling that influence senior stakeholders and drive action across Operations, Digital, Credit, Risk, CX, and Product. Oversee analysis of customer behaviour, account lifecycle patterns, early risk signals, channel usage, and end‑to‑end journey pain points. Guide the identification of root causes driving support demand, friction, or poor customer outcomes — ensuring insight leads to practical, measurable improvements. Drive an insight‑led culture that focuses on upstream prevention, reduced customer effort, improved support effectiveness, and fair outcomes across all journeys. Partner with cross‑functional teams to shape strategies for digital self‑service, support channel design, customer communications, and operational performance. Create structure around prioritisation, standard methodologies, analytical quality, and stakeholder engagement within the team. Track the impact of insight‑driven changes and ensure clear linkage between analytics, decisions, and customer outcomes.