Insight Lead (Customer Experience)

Storio group; Greater London; Hybrid; GBP 90,000 - 120,000; Full time

Job summary

Storio group seeks an Insight Lead (Customer Experience) to guide analytics across manufacturing, customer care and shipping from London, while leading analysts based in Amsterdam. You will connect data across AI bots, support interactions, and logistics to uncover operational value and improve the customer journey.

You will bridge technical analysis with practical business value, shaping channel strategies, forecasting accuracy, and a better experience for customers every day.

Qualifications

• Significant experience in customer experience analytics, business intelligence, or customer insights.
• Proven background in direct people management with a track record of developing analysts.
• Advanced technical skill in data analytics and data modeling across platforms like Zendesk and Looker.
• Hands-on experience or strong working interest in AI automation tools such as Claude and Hex.

Responsibilities

• Connect data from support interactions, factory metrics, and logistics milestones to uncover hidden commercial value.
• Analyze support tickets, chat logs, and CSAT or NPS scores to identify root causes of customer issues.
• Evaluate contact-per-order metrics and present recommendations that drive self-service and process improvements.
• Build and maintain automated dashboards delivering a single-source-of-truth for stakeholders.
• Investigate unified journey analytics and develop business cases for AI tools and channel optimizations.
• Partner with Planning Lead to integrate insights into care, shipping, and production forecasting.
• Create a value-impact framework to triage requests and focus resources on high-value goals.

Skills

Customer analytics

People management

Data modeling

AI tools interest

Stakeholder mgmt

Cross-functional

Tools

Zendesk

Looker

Claude

Hex

Job description

Make Your Mark as an Insight Lead (Customer Experience) at Storio group

About the role

As our Insight Lead, you sit at the critical intersection of manufacturing, customer care, and shipping. You will connect the dots across fragmented data sets to uncover operational trends, risks, and commercial opportunities across our supply chain. Reporting to our Head of Analytics in London, you will lead a small team analysts based in Amsterdam while collaborating with cross-functional partners to improve our end-to-end customer journey.

You will shape our operations strategy by bridging technical data analysis with practical business value. Through your work, you will guide our channel strategies, influence planning accuracy, and help us build a better experience for our customers every day.

How you embrace curiosity daily

• Connect data from AI bots, human support interactions, factory metrics, and logistics milestones to uncover hidden commercial value.

• Analyze support tickets, chat logs, and CSAT or NPS scores to find root causes of customer issues and share findings with team partners.

• Evaluate contact per order metrics and present clear recommendations that drive self-service adoption and operational process improvements.

• Build and maintain automated dashboards that deliver accurate, single-source-of-truth reporting for business stakeholders.

• Investigate unified journey analytics and develop business cases for technical tools, AI implementations, and channel optimizations.

• Partner with the Planning Lead to integrate objective data insights into care, shipping, and production forecasting.

• Create a value-impact framework to triage competing operational requests and keep team resources focused on high-value goals.

How you make your mark

• Positively influence Cost per Order by mapping supply chain efficiency opportunities directly to business value.

• Quantify the financial difference between the cost of failure and the value of resolution to justify operational pivots.

• Build a 6 to 18 month roadmap for proactive outreach moments that boost overall Customer Lifetime Value.

• Develop an operational framework that feeds production line quality and lead time data directly into the customer experience ecosystem.

• Coach a small team of analysts, building their technical skills and transforming reactive reporting into proactive value hunting.

• Strengthen the link between operations data and core business outcomes like margin, revenue, and overall efficiency.

What you bring to the team

• Significant experience in customer experience analytics, business intelligence, or customer insights.

• Proven background in direct people management, with a track record of developing analyst talent.

• Advanced technical skill in data analytics and data modeling across disparate platforms like Zendesk and Looker.

• Hands-on experience or strong working interest in AI automation tools such as Claude and Hex.

• Strong commercial acumen with an ability to translate complex data into clear operational language.

• Demonstrated ability to prioritize high-value objectives and manage stakeholder expectations in fast-paced environments.

What sets you apart

• Direct experience working within supply chain or manufacturing analytics environments.

• Experience integrating production-line metrics into broader customer support and logistics ecosystems.