Customer service analyst Work, Jobs (with Salaries)

Lead Analyst, Customer Service Analytics
Angi —London
- £81,000 - £110,000 a year
- Full-time
- Hybrid work
- Management
- Customer service
- Salesforce
Quick apply
2nd Line Customer Support Analyst (IRIS Financials)
IRIS —Remote
- Full-time
- Remote
- SQL
- Communication skills
- School
12d
Customer Service Analyst
FERRERO —Alfreton
- Customer service
- Communication skills
Senior Analyst - BCG Vantage - Customer Services
Boston Consulting Group —London
- Full-time
- Customer service
- English
- Bachelor's degree
Customer Service Real-Time Analyst
Portsmouth Water —Havant
- £32,401 - £36,223 a year
- Overtime
- Microsoft Excel
- Microsoft Office
- Presentation skills
- Annual leave
- Employee assistance programme
Quick apply
Graduate Customer Support Analyst, Birmingham
Acturis —Birmingham
- Full-time
- Hybrid work
- Bachelor's degree
Quick apply
Reporting & Analysis Assistant
SCC —Birmingham
- £30,000 - £40,000 a year
- Monday to Friday
- Hybrid work
- Microsoft Excel
- ERP systems
- Analysis skills
IT Customer Experience Support Analyst
Anaplan —Manchester
- Monday to Friday
- Microsoft Powerpoint
- Microsoft Excel
- Azure
Quick apply
Customer Service Analyst - 12 Months FTC
FERRERO —Alfreton
- Temporary
- Customer service
- Communication skills
Consultant - Process Excellence and Analysis (Data & AI)
Transform Together —London
- Master's degree
- Bachelor's degree
- Financial services
- Annual leave
Senior Specialist - Business Analysis
LTIMindtree —London
- Computer Science
- Bachelor's degree
- Software development
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Specialist - Business Analysis
LTM —Belfast
- Full-time
- Continuous improvement
- Internship
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Lead Analyst, Customer Service Analytics

Angi -
London

Quick apply

Job details

Full-time
£81,000 - £110,000 a year

Qualifications

Management
Customer service
Salesforce
Master's degree
SQL
Analysis skills
Bachelor's degree
Data visualisation
AI
Leadership
Communication skills
Python

Full job description

For over 30 years, Angi 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.

Angi 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

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.
- 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

Quick apply

Refine Your Search

customer service analyst jobs

Lead Analyst, Customer Service Analytics

2nd Line Customer Support Analyst (IRIS Financials)

Customer Service Analyst

Senior Analyst - BCG Vantage - Customer Services

Customer Service Real-Time Analyst

Graduate Customer Support Analyst, Birmingham

Reporting & Analysis Assistant

IT Customer Experience Support Analyst

Customer Service Analyst - 12 Months FTC

Consultant - Process Excellence and Analysis (Data & AI)

Senior Specialist - Business Analysis

Specialist - Business Analysis

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