Customer Analyst

At Frasers Group we’re rethinking retail. Through digital innovation and unique customer experiences, we’re serving our consumers with the world’s best sports, premium and luxury brands globally. As a leader in the industry, we’re elevating the retail experience for our consumers providing flexible and convenient ways to pay across our collection of established brands, including Studio, Sports Direct, FLANNELS, USC, Frasers, and GAME

Frasers Group Financial Services is the next chapter of elevation for the Frasers Group. We fear less and do more. Our people are forward thinkers who are driven to operate outside of their comfort zone to change the future of retail, embracing challenges along the way. The potential to elevate your career is massive, the experience unrivalled.

Why join us?

Our purpose – we are elevating the lives of the many with access to the world’s best brands and experiences

Frasers Group Financial Services is committed to delivering a positive colleague experience and to be able to make the most of it you need to immerse yourself into delivering on our principles:

Think without limits - Think fast, think fearlessly, and take the team with you

Own it and back yourself - Own the basics, own your role and own the results

Be relevant - Relevant to our people, our partners and the planet

We’re looking for an Analyst to deepen our understanding of how customers manage their credit accounts and how effectively our support journeys meet their needs. You’ll 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 we’ll 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 — highlighting friction, channel switching, drop‑offs, and opportunities for improvement.
• Map key customer journeys end‑to‑end, 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 decision‑making and embed insight‑led improvements.
• Tell compelling data stories that drive action, clarity, and prioritisation across the business.

• Strong analytical and data reporting skills with experience using behavioural, journey, operational, or support‑interaction data, using SQL coding language.
• Ability to connect customer behaviour, journey pain points, and support performance to outcomes and root causes.
• Experience working with omnichannel data (digital journeys, contact centre interactions, account or transactional data).
• A customer-centric mindset with a passion for optimising user experience through insight and iterative improvements
• Strong communication and data‑storytelling skills, able to influence stakeholders and shape decisions.
• Understanding of customer outcomes, vulnerability, and responsible support expectations in financial services.
• Experience operating in regulated or customer‑outcomes‑focused environments.
• A proactive, curious mindset with the ability to identify emerging risks, opportunities, and areas of friction.

As FGFS is within a regulated environment any offer is subject to satisfactory background checks including criminal record check, credit check, and employment references.

Along with your benefits package we also offer a wide range of perks for our colleagues:

Frasers Champion- Our employees are at the heart of our business and we ensure individuals are recognised every single month for their hard work. Frasers Champion is a peer nominated scheme where 8 winners will receive double their pay for a month where they have lived the Frasers Group values.

Retail Reconnect – In order to build the planets most admired and compelling brand ecosystem, all employees must understand our business, product and customers. Each financial year, head office employees will gain insights by spending one to two days in one of our stores or the warehouse. The goal is to learn how the work you do impacts our teams on the frontline, and to bring ideas back to the office which will improve how we work.

Fearless 1200 – Fearless 1200 is our way of recognising our growth. It’s bold, ambitious, and designed to reward colleagues across the business for living our values and delivering impact. Fearless 1200 links how we perform to how we're rewarded – check out the video link to find out more - https://www.youtube.com/watch?v=O0qmvJofMew

Employee Welfare

Frasers Fit – Our Everlast Gyms Team are on a mission to make our workforce the best, and fittest on the planet! We run free gym classes for employees as well as discounted memberships to our clubs. Frasers Fit is our wellbeing programme which aims to support and improve colleagues Physical, Financial & Mental wellbeing. The app is accessible for every employee and includes training, nutrition and lifestyle advice- all completely free.

Retail Trust – We know that its not just about physical health, mental wellness is equally important which is why all of our employees get free access and support from the Retail Trust charity. This includes a 24 hour wellbeing helpline, wellness hub, counselling and financial/legal support.

What’s next?

Our Recruitment Team will be reviewing applications and all candidates will receive a response, whether you are successful or unsuccessful. Shortlisted applicants may be asked to confirm a few key details before being booked in for a first stage interview with the Recruiter - this will be behaviourally focussed and centred around how you align with our Culture and Values. If successful we anticipate one or two further interview stages with the Hiring Manager/wider team which will be more technically focussed and could include a presentation/task so we can see your skills in action.