At a Glance
- Tasks: Lead the Customer Analytics Group to deliver top-notch customer insights and optimise CX technology.
- Company: Join a dynamic company focused on enhancing customer experience through data-driven strategies.
- Benefits: Enjoy 25 days annual leave, private medical insurance, and a vibrant social environment.
- Other info: Access to LinkedIn Learning and a global mentorship programme for personal growth.
- Why this job: Make a real impact by driving customer satisfaction and retention in a global setting.
- Qualifications: Significant experience in customer analytics and strong leadership skills required.
The predicted salary is between 70000 - 90000 £ per year.
As a Head of Customer Analytics, you will lead the Customer Analytics Group, delivering high‑quality customer insight, governing customer data, and optimising the CX technology ecosystem to support retention, adoption, and customer experience & satisfaction.
Role responsibilities
- Customer Insight & Lifecycle Analytics
- Lead the global customer analytics framework across the lifecycle
- Develop and maintain churn risk indicators and adoption metrics
- Provide cohort, segmentation, and behavioural analysis to regional CX teams
- Deliver structured monthly and quarterly performance insights
- Partner with Customer Success leaders to identify patterns and improvement opportunities
- Support data‑informed intervention strategies
- CX KPI Reporting & Performance Frameworks
- Own the global CX KPI framework (CSAT, NPS, retention, churn, adoption, engagement)
- Standardise metric definitions and reporting methodologies across regions
- Produce executive‑ready dashboards and performance summaries
- Support the Global Director of CX with data and analysis for senior stakeholder reporting
- Ensure transparency and consistency in renewal and retention reporting
- CX Data Governance & Integrity
- Act as global owner of customer data across CX‑managed systems
- Ensure alignment between CRM, product platforms, and finance systems
- Maintain governance of subscription data, entitlements, access rights, and lifecycle status
- Implement controls and quality checks to maintain data accuracy
- Develop clear documentation and data standards
- Oversee provisioning of customer accounts into product platforms
- Ensure subscription terms, entitlements, seat allocations, and configurations align with commercial agreements
- Work with Sales Operations to ensure data consistency across systems
- Drive efficient, technology‑enabled provisioning processes that reduce manual error, improve onboarding accuracy, and support scalable operations
- Lead oversight of the CX technology ecosystem
- Identify opportunities to automate reporting and operational workflows
- Evaluate improvements or enhancements to CX systems
- Drive adoption of AI‑enabled self‑service and insight capabilities
- Operational Improvement & Scalability
- Drive standardisation of global CX reporting and analytics processes
- Establish clear SLAs and service expectations within the analytics function
- Cross‑Functional Partnership
- Partner closely with cross‑functional teams
- Provide insight to support renewal forecasting and retention initiatives
- Support commercial planning cycles with structured analysis
- Lead and develop the global Customer Analytics Group
Key skills and experience
- Experience
- Significant experience in customer analytics, CX operations, revenue operations, or related data‑driven roles
- Demonstrated experience leading teams in a global or multi‑region environment
- Strong background working within subscription business models, with understanding of retention and lifecycle economics
- Hands‑on experience with CRM systems, CX platforms, ticketing tools, and customer engagement technologies
- Experience managing data integrations across multiple systems (e.g. CRM, product platforms, finance systems)
- Proven experience building structured reporting frameworks, lifecycle metrics, and executive dashboards
- Experience improving operational processes through automation, workflow optimisation, and technology enablement
- Working knowledge of data governance principles, data quality controls, and system integrity management
- Skills
- Strong analytical and structured problem‑solving capability
- Proficiency with business intelligence and reporting tools
- Solid understanding of customer data models, system integrations, and data flows across platforms
- Ability to translate complex data into actionable insight for non‑technical stakeholders
- Strong stakeholder engagement and cross‑functional collaboration skills
- Commercial awareness of renewal, churn, and expansion drivers in subscription businesses
- Clear, confident communication style with ability to present insight at senior leadership level
- Technology‑literate, with the ability to assess, optimise, and scale CX systems and tools
Please note, if you don't meet all the criteria but believe you have the skills and passion to thrive in this role, we encourage you to apply.
Benefits
- Access to an annual bonus scheme (for qualifying roles only)
- 25 days annual leave, plus bank holidays – increasing to 27 days after 5 years
- Access to a Buy Holiday scheme allowing you to buy up to 5 additional holiday days per year
- Enhanced maternity and paternity leave
- Generous pension through Royal London
- Comprehensive private medical insurance and wellness scheme through Vitality
- Cycle to work scheme
- A vibrant social environment and multicultural and multinational culture
- Free subscription to the Calm App – the #1 app for sleep, meditation, and relaxation
- A focus on welfare led by our global wellness team, with mental health first aiders globally
- Access to a variety of diversity and inclusion initiatives and groups
- Strong recognition and reward programmes – including a peer‑to‑peer recognition platform, quarterly and annual QS Applaud Awards, Connect with your Career annual PD event
- Support for volunteering and study leave
- Free subscription to LinkedIn Learning – with over 5000 courses and programmes at your fingertips
- Options to join our outstanding global Mentorship programme
Head of Customer Analytics employer: QS Quacquarelli Symonds
As a leading employer in the field of customer analytics, we offer a dynamic work environment that fosters innovation and collaboration. Our commitment to employee growth is evident through our comprehensive benefits package, including enhanced leave options, wellness initiatives, and access to professional development resources like LinkedIn Learning. Join us in a vibrant, multicultural setting where your contributions directly impact customer experience and satisfaction on a global scale.
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We think this is how you could land Head of Customer Analytics
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We think you need these skills to ace Head of Customer Analytics
Some tips for your application 🫡
Highlight Your Analytical Skills:In the business intelligence field, showcasing your analytical skills is a must. Make sure your CV includes relevant experience with data analysis tools, programming languages like SQL or Python, and any projects where you've interpreted complex data sets to drive business decisions.
Showcase Your Business Acumen:Don't just focus on data; show us how you can apply your insights to real-world business problems. Highlight projects where you made a tangible impact on company performance, and be prepared to explain your thought process in your cover letter.
Tailor Your Documents for Us:When applying for a full-time role at QS Quacquarelli Symonds, tailor your CV and cover letter to reflect our organisational goals and strategies. Mention specific tools and methodologies that align with what we do—this shows you’ve done your homework and are genuinely interested in our mission!
Include Relevant Certifications:Certifications like Google Data Analytics or similar qualifications can really make you stand out in business intelligence. Include these in your application, as they demonstrate your commitment to the field and your willingness to stay current with industry standards.
How to prepare for a job interview at QS Quacquarelli Symonds
✨Show off your analytical skills
In a business intelligence role, you're going to need to demonstrate your analytical prowess. Be prepared to discuss specific tools you've used, like SQL, Tableau, or Power BI. Have real-world examples ready where you’ve turned data into actionable insights – this is what makes us shine in interviews!
✨Practice your technical know-how
Expect some technical questions during the interview that dive deep into your understanding of data modelling and analytics frameworks. Brush up on your knowledge of data warehousing concepts and be ready to tackle any real case scenarios they might present. They’ll want to see how you approach problems using your BI toolkit.
✨Portfolio of Projects
Since it's a full-time role, having a strong portfolio is key! Compile case studies demonstrating your previous projects, preferably showing how your insights led to business improvements. This can help us display how you think through complex datasets and your problem-solving process, which is what employers are keen on seeing.
✨Know their business model
Get familiar with QS Quacquarelli Symonds’s business model and recent data-driven decisions. Be prepared to discuss how your skills can specifically support their objectives or challenges. Understanding their landscape shows that you’re not just a data buff, but you’re also genuinely interested in how BI can impact their bottom line.
