NewDay

Senior Manager, Customer Operations Insights 

Working at our iconic office in Morley, Leeds, and virtually via Microsoft Teams 

Your new role at NewDay  

Bring thought leadership and direction to our operation insights, particularly around Speech & text Analytics. Optimise the solution and to help drive improved quality, identify process compliance and customer experience journeys across all aspects of our financial services operations. Your accountability will be to optimise costs & improve customer experience through better understanding of root cause of customer contacts.  

This role will be a key source of insight for our strategic programmes and ensure the business and stakeholders understand how customers interact with NewDay.  

 You’ll deliver  

• Analysis of a range of data sources to identify optimisation opportunities 

• Collaboration with the broader Operational Optimisation team to measure and identify the impact issues or change 

• Elevation of data sources (Speech, text analytics) 

• Executive standard reports, discussion papers and data visualisations to bring to life issues and customer journeys 

• Response to incidents and issues in real time to offer analytical support and insight 

• Suuport to the wider support operation to ensure ongoing effectiveness and efficiency of the voice of customer programme 

What you’ll bring  

We need knowledge, experience + expertise in:   

• An ability to utilise and analyse customer data tools to develop insights and strategies that drive customer operational effectiveness and deliver improvements to the customer experience and internal processes 

• Managing and optimising Speech Analytics and other data rich applications available to ensure data accuracy and capturing customer drivers for contact across our channels  

• Being up to date with industry trends and best practices in data analytics, insight tools and future AI opportunities 

• Speech & text Analytics tools (Maintaining categories, taxonomies) interpreting results and creating relevant and effective insight.  

• Analytical skills and experience with data analysis tools (e.g., Excel, SQL, Python, PBI, Google Analytics) 

• Data modelling and data visualisations, preferably Power BI 

And would love you to know or learn:  

• Financial services, ideally the credit industry 

• Verint Call Centre Speech Analytics tools 

• VoC applications   

Where next? Let’s talk about this role – Apply now or contact talent@newday.co.uk with any queries.  

About NewDay  

We help people move forward with credit and help our colleagues to move their careers forward too.  

We use our highly flexible, scalable, and multi-product digital credit engine to power over 120 million transactions every year. Our brands include Aqua, marbles, fluid and Bip. We partner with leading brands such as John Lewis, AO, Argos and DEKO.  

Over 5 million UK customers are supported by our award-winning customer service.  

At NewDay, we value all types of diversity. We’re an equal opportunity employer and believe that our differences create a vibrant, authentic working culture. We want all our colleagues to feel able to bring their whole selves to work. We don’t discriminate on the basis of age, physical or mental disability, gender reassignment, marriage and civil partnership, pregnancy and carer status, race (including colour, nationality, and ethnic or national origin), religion or belief, sex and sexual orientation. We make sure that every job is crafted to be inclusive and that people with disabilities or caring responsibilities can take part in the application and interview process. Tell us if you need accommodations: we’ll put reasonable adjustments in place to support you.  

Our dynamic NewDay culture  

We’re focused on what will drive impact in helping people move forward with credit. Our distinctive culture is geared to spark innovation and team working – with lots of open doors for development. Our customers can rely on us because we aim high, support each other, do the right thing and build for the future.  

We invest in our colleagues. On top of a strong market competitive salary, you get a bonus opportunity that matches the impact (delivery + values) you drive in your role. We also help you retire better with market leading pensions.  

At NewDay, #yourwellbeing matters: You get 26 days holiday and can buy up to 5 more after probation. Then you’ll get extra days as you build your career with us.  

NewWork, our flexible, hybrid working approach, helps you to manage your work/life balance - and even bolt on work time in other countries before or after your holiday. And when you’re in the office, you get free healthy breakfast, fresh juices, lunch, barista coffee etc.  

Our tax efficient green car and cycle to work schemes save you money (and help the planet).   

Ask your Talent Acquisition Partner to tell you more about any of our perks. 

We work with Textio to make our job design and hiring inclusive. 

#LI-Hybrid