Director of Analytics

Xcede; Greater London; On-site; GBP 120,000 - 180,000; Full time

Job summary

Xcede is seeking a Director of Analytics for its London operation. You will lead a 12-manager/analyst team and partner with Operations and Product to steer customer service insights.

In this strategic role, you will own customer service metrics, drive impact from automation and AI, and push for self-serve data with robust governance and experimentation.

Qualifications

• Significant experience leading analytics teams, including managers or team leads, with a track record of building high-performing teams.
• Strong commercial and strategic judgement: structure ambiguous problems, prioritise with senior stakeholders and shape direction.
• You will have come from a technical background, so you know what good looks like across a stack of SQL, Python, Snowflake, dbt and Lightdash, and can guide and challenge your team’s work with credibility.
• Experience with experimentation, metric and KPI frameworks, and measuring the impact of change.
• Excellent communication and influencing skills, with the ability to turn data into compelling narratives for senior and executive audiences.
• Experience with data visualization tools and strong data storytelling.
• Proactive and outcome-driven, going beyond the analysis to get things done.

Responsibilities

• Provide strategic leadership for customer service analytics, acting as the analytical voice in senior discussions and turning data into the direction the business acts on.
• Lead and develop a multi-location team of 12 managers and analysts, raising the bar for analytical quality and stakeholder impact.
• Build the team’s leadership layer and shape its structure, hiring and growth.
• Own the metrics that define customer service performance, ensuring the business has one trusted view of the truth.
• Measure the real impact of automation, AI and self-serve on customer outcomes and cost.
• Use experimentation and robust analytical methods to separate what works from what only looks like it works.
• Guide capacity planning and forecasting, balancing customer experience, operational cost and team capacity in every major decision.
• Move the team’s time from routine reporting to decision-driving insight, through self-serve and well-governed data.

Skills

Leadership

Strategic thinking

Data storytelling

Experimentation

Stakeholder influence

Education

Bachelor's degree in a relevant field

Tools

SQL

Python

Snowflake

dbt

Lightdash

Job description

Director of Analytics | Consumer Tech | London

Our client is a high-growth, globally recognised consumer tech business, and customer service sits at the centre of how it serves millions of customers. It is the largest customer-facing part of the organisation, and the data behind it directly shapes decisions on cost, customer experience and the use of automation and AI.

This is a high-profile appointment. The Director of Analytics will have a seat at the leadership table, working as a strategic partner to the heads of Operations and Product, with visibility across the wider business and real influence over where the organisation invests next. You will lead a team of 12 managers and analysts, setting the direction for how insight is used across customer service.

The role

• Provide strategic leadership for customer service analytics, acting as the analytical voice in senior discussions and turning data into the direction the business acts on
• Lead and develop a multi-location team of 12 managers and analysts, raising the bar for analytical quality and stakeholder impact
• Build the team’s leadership layer and shape its structure, hiring and growth
• Own the metrics that define customer service performance, ensuring the business has one trusted view of the truth
• Measure the real impact of automation, AI and self-serve on customer outcomes and cost
• Use experimentation and robust analytical methods to separate what works from what only looks like it works
• Guide capacity planning and forecasting, balancing customer experience, operational cost and team capacity in every major decision
• Move the team’s time from routine reporting to decision-driving insight, through self-serve and well-governed data

About you

• Significant experience leading analytics teams, ideally including managers or team leads, with a track record of building high-performing teams
• Strong commercial and strategic judgement: you structure ambiguous problems, prioritise with senior stakeholders and shape direction
• You will have come from a technical background, so you know what good looks like across a stack of SQL, Python, Snowflake, dbt and Lightdash, and can guide and challenge your team’s work with credibility
• Experience with experimentation, metric and KPI frameworks, and measuring the impact of change
• Excellent communication and influencing skills, with the ability to turn data into compelling narratives for senior and executive audiences
• Experience with data visualisation tools and strong data storytelling
• Proactive and outcome-driven, going beyond the analysis to get things done