Lead Analyst, Customer Service Analytics

At Angi®, we’ve had one simple mission for 30 years: get jobs done well. We make it happen by connecting homeowners with reliable pros who have the skills they need — and connecting pros with homeowners who have the jobs they want.

Angi at a glance:

• Homeowners have turned to Angi for more than 300 million projects
• 1,000+ home service tasks covered
• 2,800 employees worldwide

Angi® is defining the future of the home services industry, creating an environment where homeowners, pros, and employees benefit from more jobs done well. For homeowners, our platform is a reliable way to find skilled pros. For pros, we’re a reliable business partner who helps them find the winnable work they want, when they want. For employees, we’re an amazing place to call home.

We are seeking a dynamic Lead Analyst for the Commercial & Analytics - International team to play a pivotal role in enhancing customer experience and operational productivity through data-driven insights. The Lead Analyst will focus on analyzing customer service data, identifying pain points, improving products and services, and optimizing operational workflows.

In this role, you will have a direct impact on customer satisfaction, loyalty, and the overall success of our operations. You’ll be responsible for stewarding the allocation of resources, managing customer feedback data, and proactively generating insights to continually enhance processes, products, and people.

What you’ll do

• Customer Experience Optimization
  • Leverage analytics to understand customer expectations and experiences, enabling the team to tailor services and meet customer needs more effectively.
  • Analyse customer satisfaction metrics such as CSAT, NPS, CES, ART, AHT, and First Contact Resolution to measure and improve service levels.
• Operational Efficiency & Resource Management
  • Analyze customer service data to balance speed and quality in operations, optimizing processes and resource allocation to enhance overall operational effectiveness.
  • Steward the prioritization of resource allocation across all inbound service workloads, outbound calling campaigns, and experiments, ensuring efficiency and business impact.
  • Use analytics to guide workforce planning, from debt collection efforts to outbound call campaigns and customer retention strategies.
  • Continuously identify and implement AI-driven opportunities to streamline data analysis and improve team productivity.
  • Conduct both proactive and reactive analyses of experiments, providing actionable recommendations based on reliable and statistically significant results.
  • Evaluate outcomes to suggest improvements related to processes, products, or personnel, with a focus on productivity, conversion rates, right-first-time rate, cycle times, and retention.
• Performance Metrics & Reporting
  • Establish and monitor key performance indicators (KPIs) that measure operational success, such as Average Handle Time (AHT), Cycle Times, and Satisfaction Scores.
  • Provide regular reports to senior management, highlighting actionable insights and areas for improvement in the customer service experience.
  • Steward data driven decision making by providing insights to achieve department or organizational goals.
  • Help your direct reports grow professionally by mentoring, identifying development needs and creating opportunities.

Who you are

• Bachelor’s or Master’s degree in a relevant field (e.g., Data Analytics, Business, Statistics, Economics, or similar).
• 8+ years of experience in data analytics, with a focus on customer experience or operational efficiency.
• Proven experience with customer service platforms (Salesforce is a plus) and proficiency in customer service analytics tools.
• Strong analytical skills with experience in structuring, analyzing, and interpreting large datasets.
• Demonstrated ability to generate insights from data and implement strategies that drive measurable business outcomes.
• Excellent communication and stakeholder management skills, with the ability to present complex data in a clear and actionable way.
• People management experience is a plus.
• Experience leveraging AI tools (e.g., Cursor, Claude Code) to optimize workflows is a plus.
• Proficiency in data visualization and analytics tools such as Looker, SQL, or Python.
• Experience in working in customer-centric industries or roles, with a focus on improving customer experience.

We know that the best ideas come from teams where diverse points of view uncover new solutions to hard problems. We welcome and value individuals who bring diverse life experiences, educational backgrounds, cultures, and work experiences.