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.
Qualifications
* Strong experience leading analysts or cross‑functional insight teams within customer, digital, operational, or behavioural analytics.
* Deep understanding of how customer behaviour, journeys, and support interactions influence downstream outcomes.
* Ability to translate complex insight into clear, actionable narratives for senior stakeholders.
* Experience working with omnichannel data (digital, contact centre, transactional, journey analytics, behavioural datasets).
* Strong coaching, development, and people‑leadership skills, with a track record of building high‑performing teams.
* Confidence managing competing priorities and shaping analytical roadmaps aligned to strategic goals.
* Understanding of customer outcomes, vulnerability, regulatory expectations, and what fair treatment looks like in financial services.
* A proactive mindset — curious, outcome‑driven, and motivated to spot opportunities, prevent issues, and improve journeys end‑to‑end.
Additional Information
As FGFS is within a regulated environment any offer is subject to satisfactory background checks including criminal record check, credit check, and employment references.
Along with your benefits package we also offer a wide range of perks for our colleagues:
Frasers Champion- Our employees are at the heart of our business and we ensure individuals are recognised every single month for their hard work. Frasers Champion is a peer nominated scheme where 8 winners will receive double their pay for a month where they have lived the Frasers Group values.
Retail Reconnect – In order to build the planets most admired and compelling brand ecosystem, all employees must understand our business, product and customers. Each financial year, head office employees will gain insights by spending one to two days in one of our stores or the warehouse. The goal is to learn how the work you do impacts our teams on the frontline, and to bring ideas back to the office which will improve how we work.
Fearless 1200 – Fearless 1200 is our way of recognising our growth. It’s bold, ambitious, and designed to reward colleagues across the business for living our values and delivering impact. Fearless 1200 links how we perform to how we're rewarded – check out the video link to find out more -
Employee Welfare
Frasers Fit – Our Everlast Gyms Team are on a mission to make our workforce the best, and fittest on the planet! We run free gym classes for employees as well as discounted memberships to our clubs. Frasers Fit is our wellbeing programme which aims to support and improve colleagues Physical, Financial & Mental wellbeing. The app is accessible for every employee and includes training, nutrition and lifestyle advice- all completely free.
Retail Trust – We know that its not just about physical health, mental wellness is equally important which is why all of our employees get free access and support from the Retail Trust charity. This includes a 24 hour wellbeing helpline, wellness hub, counselling and financial/legal support.
What’s next?
Our Recruitment Team will be reviewing applications and all candidates will receive a response, whether you are successful or unsuccessful. Shortlisted applicants may be asked to confirm a few key details before being booked in for a first stage interview with the Recruiter - this will be behaviourally focussed and centred around how you align with our Culture and Values. If successful we anticipate one or two further interview stages with the Hiring Manager/wider team which will be more technically focussed and could include a presentation/task so we can see your skills in action.