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 in London employer: Angie's
As a Lead Analyst in Customer Service Analytics, you will join a dynamic team in London that prioritises employee growth and development, offering mentorship and opportunities to enhance your skills in a hybrid work environment. The company fosters a culture of innovation and collaboration, encouraging you to leverage analytics to drive customer satisfaction and operational efficiency while enjoying a competitive salary and home office setup allowance.
StudySmarter Expert Advice🤫
We think this is how you could land Lead Analyst, Customer Service Analytics in London
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to customer service analytics. We recommend using the STAR method to structure your answers – it really helps!
✨Tip Number 3
Showcase your analytical skills during interviews. Bring examples of how you’ve used data to improve customer experiences or operational efficiency. Numbers speak louder than words!
✨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 proactive!
We think you need these skills to ace Lead Analyst, Customer Service Analytics in London
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 tell us why you're passionate about customer experience and how your analytical skills can drive improvements. Keep it engaging and personal – we love a good story!
Showcase Your Analytical Skills:In your application, don’t just list your skills; demonstrate them! Share specific examples of how you've used data to improve customer satisfaction or operational efficiency. We’re all about those actionable insights!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of your application 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. This shows you understand the importance of data in enhancing customer experiences.
✨Showcase Your Analytical Skills
Prepare examples of how you've structured and analysed large datasets to generate actionable insights. Highlight any specific tools you've used, such as SQL or Python, and be ready to explain your thought process behind your analyses.
✨Demonstrate Leadership Experience
If you've managed teams before, share your approach to mentoring and developing talent. Discuss how you've identified development needs and created opportunities for your direct reports, as this role involves people management.
✨Be Ready for Scenario Questions
Expect questions that ask how you'd handle specific customer service challenges. Prepare scenarios where you've successfully identified pain points and implemented solutions, showcasing your problem-solving skills and customer-centric mindset.
