Global Head of Customer Analytics & CX Insights

QS Quacquarelli Symonds; Greater London; Hybrid; GBP 90,000 - 130,000; Full time

Benefits offered by this job

Annual bonus

25 days annual leave

Buy holiday scheme

Enhanced parental leave

Pension

Private medical insurance

Job summary

QS Quacquarelli Symonds is seeking a Head of Customer Analytics to lead the global customer analytics framework across the lifecycle. You will govern CX data, optimize the CX technology ecosystem, and translate customer behaviours into actionable insights for retention and adoption.

You will partner with Customer Success, Sales, Product, Technology and Finance to ensure data integrity, reporting consistency and scalable processes in a hybrid working environment.

Qualifications

• Significant experience in customer analytics, CX operations, revenue operations, or customer insights.
• Demonstrated experience partnering with customer success and customer experience teams to drive retention and adoption.
• Proven experience leading global or multi-region teams in a subscription or SaaS environment.
• Hands‑on experience with data governance, data quality controls, and system integrity management.
• Strong analytical and structured problem‑solving capability; proficient with BI and reporting tools.

Responsibilities

• Lead the global customer analytics framework across the lifecycle.
• Develop 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.
• Own and govern CX data across CRM, product platforms, and finance systems.
• Drive standardisation of global CX reporting and analytics processes.
• Collaborate with cross-functional teams to support renewal forecasting and retention initiatives.
• Oversee CX technology ecosystem and automation opportunities, driving scalable ops.

Skills

Customer analytics

CX operations

Revenue operations

Customer insights

Global leadership

Subscription models

CRM systems

BI tools

Data governance

Automation

Stakeholder engagement

Tools

CRM systems

CX platforms

Ticketing tools

Customer engagement tech

Data integrations

Job description

QS Quacquarelli Symonds is seeking a Head of Customer Analytics to lead the global customer analytics framework across the lifecycle. You will govern CX data, optimize the CX technology ecosystem, and translate customer behaviours into actionable insights for retention and adoption.

You will partner with Customer Success, Sales, Product, Technology and Finance to ensure data integrity, reporting consistency and scalable processes in a hybrid working environment.