About this role
About LendableLendable is on a mission to build the world's best technology to help people get credit and save money. We're building one of the world’s leading fintech companies and are off to a strong start:
One of the UK’s newest unicorns with a team of just over 700 people
Among the fastest-growing tech companies in the UK
Profitable since 2017
Backed by top investors including Balderton Capital and Goldman Sachs
Loved by customers with the best reviews in the market (4.9 across 10,000s of reviews on Trustpilot)
So far, we’ve rebuilt the Big Three consumer finance products from scratch: loans, credit cards and car finance. We get money into our customers’ hands in minutes instead of days.
We’re growing fast, and there’s a lot more to do: we’re going after the two biggest Western markets (UK and US) where trillions worth of financial products are held by big banks with dated systems and painful processes.
Join us if you want toTake ownership across a broad remit. You are trusted to make decisions that drive a material impact on the direction and success of Lendable from day 1
Work in small teams of exceptional people, who are relentlessly resourceful to solve problems and find smarter solutions than the status quo
Build the best technology in-house, using new data sources, machine learning and AI to make machines do the heavy lifting
The roleWe are hiring a Strategy Analytics Manager or Senior Manager – Operations, with the final level determined by the successful candidate’s experience.
You will act as the COO’s go-to analytical partner, reporting to the CRO: combining strategic judgement, strong stakeholder management and hands-on technical delivery. This is both a management and coding role - you will lead a small team while personally delivering high-priority analysis using SQL and Python.
Key themes of the role
1. Operations MI, KPI and customer outcome metrics ownershipYou will have full accountability for Operations management information and performance reporting.
You will:
Own MI across front-office and back-office Operations departments
Define and govern KPIs covering demand, SLAs, throughput, productivity, quality and customer outcomes
Ensure operational efficiency is balanced with fair, timely and effective outcomes for customers
Identify where operational processes or service performance are creating customer friction, repeat contact or poor outcomes
Ensure reporting is accurate, consistent and trusted by senior leadership
Develop strategic north-star metrics that show whether Operations is becoming more effective and scalable
Move the function beyond retrospective reporting towards forward-looking insight and decision support
2. Workflow optimisation and operational strategyYou will work closely with Operations Directors, Heads of Department, the Operations Transformation Office and Product teams to identify, prioritise and deliver the highest-value operational opportunities.
You will:
Diagnose bottlenecks, failure demand, customer friction and inefficient workflows
Work with Transformation and Product to define which problems and opportunities to pursue
Identify the lowest-hanging fruit and quantify the potential operational and customer value
Recommend improvements to processes, routing, tooling, products and ways of working
Define clear hypotheses, baselines and success measures before changes are implemented
Measure realised impact precisely and determine whether initiatives should be scaled, adjusted or stopped
Translate analysis into clear decisions, actions and ownership
3. Demand, SLAs and resourcingYou will own the analytical cycle supporting operational planning and performance decisions.
This includes:
Understanding changes in demand and customer contact behaviour
Supporting forecasting, capacity and headcount decisions
Evaluating SLA and service-level trade-offs
Measuring throughput and productivity consistently
Identifying emerging risks or operational pressure points
Helping leaders make evidence-based prioritisation and resourcing decisions
You will be expected to explain not only what happened, but why it happened, what should change and how success should be measured.
4. Automation, AI and strategic measurementYou will partner closely with Data Science and Operations teams to assess the impact of automation, AI and LLM-led initiatives.
You will:
Define hypotheses, baselines, control groups and success metrics
Measure time saved, quality improvements, risk reduction and customer impact
Identify unintended consequences or displacement of work
Prioritise automation opportunities based on value and feasibility
Ensure claimed benefits are supported by credible measurement
You will also develop an understanding of the regulatory environment surrounding fintech Operations, including complaints, vulnerability, fraud, PEP and sanctions screening, customer due diligence and conduct risk.
Technical requirementsYou must be highly hands-on and comfortable working directly with data.
Very strong SQL and Python
Experience working with APIs
Advanced Excel and strong 80/20 analytical judgement
Understanding of semantic data models and good analytics engineering practices
Basic statistics, experimentation and causal measurement knowledge
Understanding of Data Science, automation and LLM principles
dbt experience is helpful but not essential
Leadership and stakeholder skillsStrong commercial and operational judgement
High emotional intelligence and stakeholder management skills
Comfortable influencing and constructively challenging senior leaders
Able to translate complex analysis into simple business decisions
Capable of working at pace across several competing priorities
Team
You will initially manage:
One Senior Analytics Engineer
One Analytics Engineer
Over time, you may hire an additional analyst and gradually grow the team based on business need.
You will set the direction and priorities of the Operations analytics function, develop the team and create an effective operating model across Analytics, Analytics Engineering, Data Science and Operations.
Life at LendableWinning team: the opportunity to scale up one of the world’s most successful fintech companies
Flexible working: flexible approach tailored to each role. Hybrid roles require three days in-office weekly; fully remote roles include regular opportunities for in-person connection through socials and off-sites
Socials & connection: opportunities and events to come together, socialise, and get to know each other beyond the office walls
Health coverage: support for your physical and mental wellbeing, including private health cover
Retirement & savings: long-term financial wellbeing through retirement savings plans
Employee referral programme: earn a competitive bonus when you refer successful new team members
Office meals & snacks: enjoy a fully stocked kitchen, plus complimentary lunches prepared by in-house chefs on in-office days at select locations
Sustainable commuting: cycle-to-work and electric vehicle salary sacrifice schemes available in select locations
Please note: The availability and details of specific benefits vary by location and role. For more information, please speak to your Talent Partner.
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