Insight and Analytics Manager (Customer Journey Analytics)

Location: Hybrid, based in Cardiff or Manchester, with at least two days per week or 40% of working time at an office site

Salary: £61,344–£68,160 per year

Company

hirify.global provides vehicle finance and leasing through Black Horse and Lex Autolease, using customer, operational, and channel data to improve financial services.

What you will do

• Build and improve cross-channel insight capability through trusted data models, shared measures, and reusable analysis.
• Create self-service dashboards and insight products that support informed decision-making.
• Connect customer, agreement, interaction, journey, feedback, behavioural, and operational data to explain demand, performance, customer behaviour, and cost to serve.
• Use digital, speech, and text analytics to identify root causes, emerging themes, customer needs, and journey friction.
• Translate complex analysis into recommendations, business cases, priorities, and measurable success measures for senior stakeholders.
• Improve data quality, governance, and access while prioritising the insight backlog and leading, coaching, and developing colleagues.

Requirements

• Experience combining data from multiple sources to build trusted analytical models and actionable insights.
• Strong analytical, problem-solving, stakeholder management, and communication skills.
• Experience with SQL, Power BI, or similar analytics and visualisation platforms.
• Experience creating dashboards, self-service reporting, or other insight products.
• Experience leading, coaching, or developing colleagues across business, operations, customer experience, platform, and data teams.
• Understanding of data governance, privacy, risk, and control requirements.

Nice to have

• Experience in speech, text, digital, or customer journey analytics.
• Experience with customer feedback, contact centre, or operational data.
• Knowledge of data engineering concepts, API integration, cloud platforms, or modern data environments.
• Experience with agile delivery, product-led ways of working, financial services, vehicle finance, leasing, or another regulated industry.

Culture & Benefits

• Support for diversity, equity, inclusion, learning, and professional development.
• On-the-job learning, training access, and opportunities to work with new tools and analytical approaches.
• Pension contribution of up to 15% and an annual performance-related bonus.
• Share schemes, including free shares, and lifestyle benefits such as discounted shopping.
• 30 days’ holiday plus bank holidays, wellbeing initiatives, and generous parental leave policies.
• Workplace adjustments are available for disabilities, health conditions, neurodivergence, office attendance, location, and working patterns.

Hiring process

• Reasonable adjustments are available throughout the recruitment process to reduce or remove barriers.