Weâre looking for an Analyst to deepen our understanding of how customers manage their credit accounts and how effectively our support journeys meet their needs. Youâll analyse customer behaviour, support demand, channel usage, and journey effectiveness to uncover friction, improve customer outcomes, and drive change across digital, operational, and support teams.
This role spans both customer insights and customer support analytics, and during the recruitment process weâll explore which specialism aligns best with your strengths.
You'll be responsible for:
- Analyse how customers manage their credit accounts, identifying behavioural patterns, lifecycle trends, risk indicators, and support needs.
- Assess why customers contact support and identify the drivers of demand, repeat contact, failure demand, and avoidable interactions.
- Evaluate how customers use digital, assisted, and automated channels â highlighting friction, channel switching, dropâoffs, and opportunities for improvement.
- Map key customer journeys endâtoâend, identifying pain points that impact customer effort, confidence, or downstream behaviours.
- Link customer behaviours, support interactions, and journey experiences to account outcomes such as repayment success, repeat contact, complaints, or vulnerability signals.
- Translate insights into clear recommendations that improve customer experience, strengthen support models, and deliver fair, consistent outcomes.
- Partner with CX, Operations, Digital, Credit, and Risk teams to influence decisionâmaking and embed insightâled improvements.
- Tell compelling data stories that drive action, clarity, and prioritisation across the business.