At a Glance
- Tasks: Optimise customer experience using data analytics and improve service levels.
- Company: Global leader in home services with a vibrant, inclusive culture.
- Benefits: Competitive salary, hybrid work, and opportunities for professional growth.
- Other info: Join a diverse team and enjoy regular social events.
- Why this job: Make a real impact on customer satisfaction and operational efficiency.
- Qualifications: 8+ years in data analytics, strong analytical skills, and experience with customer service platforms.
The predicted salary is between 81000 - 110000 £ per year.
For over 30 years, the company has powered the future of the home services industry, creating an environment where homeowners and pros 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 can't wait to welcome you.
the company at a glance
- Founded in 1995 as Angie’s List and rebranded in 2021
- Global company with 9 brands in 8 countries and employees worldwide
- Homeowners have turned to us for 300 million home projects and counting
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
Data-Driven Experimentation
- 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.
Leadership & Team development
- 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 value diversity
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.
Compensation & Benefits
- 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
- Temporary work from abroad policy
- Regular team and social events
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Lead Analyst, Customer Service Analytics employer: United States Digital Space LLC
United States Digital Space LLC is an exceptional employer, offering a dynamic work culture that prioritises innovation and collaboration in the heart of Greater London. With a strong focus on employee well-being and flexible work options, we provide ample opportunities for professional growth and development, making it an ideal environment for those looking to make a meaningful impact in the field of AI-enabled SaaS engineering.
Contact Details:
United States Digital Space LLC Recruitment Team
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