As Senior Customer Insight and Analytics Manager you will be responsible for providing the business with actionable and engaging customer insight. You will provide regulatory and commercially viable insight to affect change and ensure we are doing the right thing for our customers and adhering to regulations. This includes the identification and treatment of customers in vulnerable situations
You’ll be joining Argos Financial Services where our aim is to make life better every day for Argos customers. We help customers afford and protect what matters most, offering products and services including Credit, Warranties & Insurance. We are part of Sainsbury’s Bank and in this role, you’ll report into the Head of Operational Excellence.
As Senior Customer Insight and Analytics Manager you will:
Manage and empower a team to provide effective Insight and analysis to support the business driving towards our strategic objectives.
Ensure regulatory compliance through the analysis of complaints data leading to improved customer outcomes.
Provide Vulnerable Customer insight that will allow the Ops team to address customer issues quickly and improve the treatment of Vulnerable customers within AFS.
Support and develop the RCA and Insight team to drive efficiency in their ways of working and improve quality of output and provide industry best practice
Collaborate with business areas across AFS and Sainsbury’s Bank to ensure the correct levels of business engagement, visibility, action and ownership are applied.
Manage and influence senior stakeholders, providing robust challenge while maintaining professional working relationships, prepare internal communications, support the creation of presentations for large scale meetings for senior stakeholders and business updates
Support the ongoing design and implementation of Customer insight frameworks, raise awareness of these and provide hands-on guidance and support to each business area
As Senior Customer Insight and Analytics Manager you will have:
Proven Experience of management within an operational environment, comprehensive understanding of how operations work, specifically in a financial services organisation.
Detailed understanding of the additional insight opportunities available via 3rd parties like Experian, together with an appreciation of both the benefits such brings and the likely costs involved.
Experience in managing a team with a variety of levels of experience, managing their workload, and performance management against objectives. Also you would have worked as senior manager in a multi-site FS based organisation
Proven track record of producing value adding insight which meets business requirements and delivers actionable recommendations, always aiming to inform stakeholders to a greater degree than they expected / originally requested.
Excellent interpersonal and communication skills and the ability (and gravitas) to influence at all levels throughout the business
What can you expect in return?
You’ll receive a competitive salary and car allowance, 24 days holiday, private healthcare and company pension scheme. You’ll be working in an exciting environment with the potential to develop your skills for a career that fits with your own aspirations.
As this role involves working in a FCA regulated business all offers will be subject to satisfactory background checks including criminal record, credit check and employment references.