Customer Analytics Lead

Customer Analytics Lead

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• Lead the customer analytics roadmap to deliver insights that shape business decisions.
• Drive cutting‑edge analytics and continuous improvement to transform customer understanding.
• Hybrid working options with up to 80% homeworking and 20% at our Head Office in Stratford‑upon‑Avon

About the role:

We’re looking for an experienced Customer Analytics Manager to lead our Customer Analytics and Insights team, driving strategic, data‑led analysis that informs decisions across the business. Reporting to the Customer Analytics & Data Science Manager, you’ll own and deliver the customer analytics roadmap, ensuring stakeholders have the insight they need to shape strategy and performance. In this role, you’ll provide technical leadership, overseeing the design and delivery of analytical solutions that support the organisation’s strategic goals.

You’ll embed customer performance metrics, manage strategic change and BAU enhancements, and remove blockers to keep delivery on track. Collaboration is essential: you’ll work closely with other teams to align customer analytics with wider data improvement activity, while acting as a subject matter expert on customer trends and best practice.

You’ll ensure solutions remain relevant and effective, driving continuous improvement through innovation. You’ll also monitor the use of external data, contribute to customer data enhancement plans, and champion industry best practice. As a leader, you’ll develop and motivate your team, fostering a culture of excellence and ensuring they have the skills and support required to deliver high quality outcomes. This is a strategic, hands‑on role where your expertise will shape how we understand and engage with our customers.

About you:

You bring strategic vision, technical depth, and a highly collaborative mindset, with proven experience of heading up a team, you set high standards for yourself and your team, thriving in environments that value logical thinking, strong customer focus, and evidence‑based decision‑making. You excel at translating organisational strategy into clear, actionable objectives, driving meaningful results while inspiring and energising those around you.

You have significant experience delivering customer analytics and insights that directly inform business strategy. A natural data storyteller, you are adept at transforming complex analysis into compelling narratives through clear written and verbal communication, enabling stakeholders to confidently act on insight.

• Advanced expertise in SQL, Power BI or alternative modern BI tools (Tableau, Qlik Sense), with the ability to design, analyse, and visualise data at scale.
• Advanced capability across Data Analysis, Data Visualisation, Data Storytelling and bringing insight to life through presentations, ensuring it delivers real value for customers and the organisation.
• A proven track record of planning, supporting direct reports, managing dependencies, and balancing priorities to deliver outcomes.
• Strong commercial acumen and an effective approach to risk management, ability to build trusted relationships with senior stakeholders and influence decision‑making at all levels.
• Knowledge of statistical analysis, confidence intervals and A/B testing
• Programming experience in Python or R for analytical, statistical or modelling purposes

At NFU Mutual, we support an inclusive workplace and value all the differences that make us unique. We celebrate the creativity and innovation that comes from diverse perspectives and experiences and share a common vision of doing the right thing for our customers and employees.

We recognise that some candidates may experience barriers during the recruitment process. So, we encourage candidates to discuss any adjustments or accommodations they need to be the best they can be throughout our recruitment process.

We’re proud to be a Disability Confident Employer, a Race at Work and Women in Finance Charter signatory and welcome applications from people of all backgrounds, regardless of age, ethnicity, disability, neurodiversity, gender, religion, marital status,…