Lead analyst, customer service analytics Work, Jobs in West Horndon, Ess (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
Service Lead, Settlement and Insights
Elexon —London
- Up to £69,550 a year
- Hybrid work
- Microsoft Powerpoint
- Microsoft Word
- Microsoft Excel
9d
Service Desk Support Analyst
FRP Advisory Group —Brentwood
- Full-time
- Software troubleshooting
- Customer service
- Windows
Quick apply
10d
Global Offer Manager - Enterprise Operations and Customer Service (Temporary)
Boston Consulting Group —London
- Full-time
- Microsoft Powerpoint
- Microsoft Excel
- Microsoft Outlook
Data & Analytics Lead
Disguise Technologies Ltd —London
- Hybrid work
- SQL
- AWS
- AI
- Annual leave
- Employee assistance programme
Quick apply
13d
International Business Planning Process & Analytics Lead
Apple —London
- Sales
- Salesforce
- System design
7d
Manufacturing Systems Business Analyst
TECNIQ —Witham
- £65,000 - £75,000 a year
- Full-time
- Microsoft Excel
- Inventory control
- ERP systems
- Free parking
- Life insurance
Quick apply
9d
Consultant - Process Excellence and Analysis (Data & AI)
Transform Together —London
- Master's degree
- Bachelor's degree
- Financial services
- Annual leave
Data PMO
Aristocrat Interactive —London
- Full-time
- Microsoft Powerpoint
- Microsoft Word
- Microsoft Excel
3d
Sales Operations Analyst AWS Enterprise Support Strategy & Operations (ESSO), AWS Enterprise Support Strategy & Operations (ESSO)
AWS EMEA SARL (UK Branch) —London
- Full-time
- Microsoft Excel
- Sales
- Salesforce
Marketing Operations & Data Privacy Analyst
Fisher Investments Europe —London
- Full-time
- Hybrid work
- Project management
- Organisational skills
- Communication skills
- Annual leave
- Work from home
Senior LMS Analyst
Metropolitan Police —Sidcup
- £60,400 - £65,886 a year
- Full-time
- Management
- English
- Supervising experience
13d
Aftersales Excellence Coach (Southern England)
MSX International —Maidstone
- Up to £45,000 a year
- Full-time
- Hybrid work
- Analysis skills
- Travel
- Communication skills
- Annual leave
Quick apply
Lead Product Analyst - Business Onboarding
Wise Australia Investments —London
- £75,000 - £115,000 a year
- Hybrid work
- SQL
- Machine learning
- Annual leave
Bureau Data Analyst Lead
Commercial Services Group —West Malling
- £32,126.17 a year
- Full-time
- Hybrid work
- Microsoft Excel
- Analysis skills
- Leadership
- Annual leave
- Employee discount
Quick apply
Lead Product Analyst - Business Operations - Wise Buisness
Wise Australia Investments —London
- £75,000 - £115,000 a year
- Hybrid work
- Data analysis skills
- SQL
- IT
- Annual leave
AI&MI Solutions Global Lead, Sourcing Excellence, Sourcing Excellence
Amazon UK Services Ltd. - A10 —London
- Full-time
- Master's degree
- Project management
- Bachelor's degree
7d
IT Service Desk Analyst
British Transport Police —London
- £35,754.47 - £41,889.52 a year
- Full-time
- Azure
- Customer service
- Microsoft Office
- Annual leave
- Gym membership
Quick apply
2d
Advanced Analytics Lead
Warner Bros. Discovery —London
- Full-time
- Hybrid work
- In-person
- Python
- Marketing
eCommerce Manager - remote
Hornblower —London
- £45,000 a year
- Remote
- Analysis skills
- Project management
- Product management
Quick apply
13d

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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

lead analyst, customer service analytics jobs in west horndon, ess

Lead Analyst, Customer Service Analytics

Service Lead, Settlement and Insights

Service Desk Support Analyst

Global Offer Manager - Enterprise Operations and Customer Service (Temporary)

Data & Analytics Lead

International Business Planning Process & Analytics Lead

Manufacturing Systems Business Analyst

Consultant - Process Excellence and Analysis (Data & AI)

Data PMO

Sales Operations Analyst AWS Enterprise Support Strategy & Operations (ESSO), AWS Enterprise Support Strategy & Operations (ESSO)

Marketing Operations & Data Privacy Analyst

Senior LMS Analyst

Aftersales Excellence Coach (Southern England)

Lead Product Analyst - Business Onboarding

Bureau Data Analyst Lead

Lead Product Analyst - Business Operations - Wise Buisness

AI&MI Solutions Global Lead, Sourcing Excellence, Sourcing Excellence

IT Service Desk Analyst

Advanced Analytics Lead

eCommerce Manager - remote

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