Insight Lead: CX & Supply Chain Analytics

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

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.