At a Glance
- Tasks: Lead customer service analytics to enhance satisfaction and operational efficiency.
- Company: Dynamic company focused on customer experience and innovation.
- Benefits: Competitive salary, hybrid work, and professional development opportunities.
- Other info: Mentorship opportunities and a focus on AI-driven insights.
- Why this job: Make a real impact on customer satisfaction and drive business success.
- Qualifications: 8+ years in data analytics with strong analytical and communication skills.
The predicted salary is between 81000 - 110000 £ per year.
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.
- Analyze customer satisfaction metrics such as CSAT, NPS, CES, ART, AHT, and First Contact Resolution to measure and improve service levels.
- Identify customer pain points by structuring and analyzing customer feedback and complaints, addressing recurring issues proactively to improve satisfaction.
- 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.
The salary band for this position ranges from £81,000 - £110,000, commensurate with experience and qualifications. Hybrid work environment and home office set-up allowance.
Lead Analyst, Customer Service Analytics employer: Angie's
As a Lead Analyst in Customer Service Analytics, you will join a dynamic team in London that prioritises customer satisfaction and operational excellence. Our hybrid work environment fosters a culture of collaboration and innovation, while our commitment to employee growth ensures you have access to mentorship and development opportunities. With competitive salaries and a focus on leveraging cutting-edge analytics tools, we empower our employees to make a meaningful impact on our customers and the business.
StudySmarter Expert Advice🤫
We think this is how you could land Lead Analyst, Customer Service Analytics
✨Tip Number 1
Network like a pro! Reach out to connections in the industry, attend relevant events, and don’t be shy about asking for informational interviews. We all know that sometimes it’s not just what you know, but who you know!
✨Tip Number 2
Prepare for those interviews by practising common questions and scenarios related to customer service analytics. We recommend using the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your experience effectively.
✨Tip Number 3
Showcase your analytical skills during interviews by discussing specific projects or insights you've generated from data. We want to see how you’ve used analytics to drive improvements in customer satisfaction or operational efficiency.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are genuinely interested in joining our team.
We think you need these skills to ace Lead Analyst, Customer Service Analytics
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Lead Analyst. Highlight your experience with customer service analytics and any relevant tools you've used, like Salesforce or SQL. We want to see how your skills align with our needs!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about customer experience and how your analytical skills can drive improvements. Keep it engaging and personal – we love a bit of personality!
Showcase Your Achievements:When detailing your past roles, focus on specific achievements that demonstrate your impact on customer satisfaction and operational efficiency. Numbers speak volumes, so include metrics where possible to back up your claims!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you don’t miss out on any important updates. Plus, it’s super easy!
How to prepare for a job interview at Angie's
✨Know Your Metrics
Familiarise yourself with key customer service metrics like CSAT, NPS, and AHT. Be ready to discuss how you've used these metrics in past roles to drive improvements and enhance customer satisfaction.
✨Showcase Your Analytical Skills
Prepare examples of how you've structured and analysed large datasets to generate actionable insights. Highlight any experience with tools like SQL or Python, and be ready to explain your thought process during analysis.
✨Demonstrate Resource Management Experience
Think of specific instances where you've optimised resource allocation or improved operational efficiency. Discuss how you balanced speed and quality in your previous roles, and be prepared to share the outcomes.
✨Communicate Clearly
Practice presenting complex data in a straightforward manner. During the interview, focus on how you can convey insights to stakeholders effectively, as strong communication skills are crucial for this role.
