Insights & Analytics Lead for CX & Reporting

Viasat; United Kingdom; Remote; GBP 90.000 - 125.000; Vollzeit

Zusammenfassung

Viasat is seeking an Insights, Analytics & Reporting Lead to build a data-driven culture by delivering actionable insights, advanced analytics, and high-quality reporting across customer and operational metrics. The role leads CX, CSAT, and continuous improvement initiatives, translating feedback into operational enhancements and driving business value.

Ideal candidates combine data science, business acumen, and process improvement with strong stakeholder influence.

Qualifikationen

• Bachelor's degree in data analytics, business, operations, or a related field.
• 5–10+ years of experience in analytics, insights, CX, continuous improvement, service delivery management, or similar roles.
• Strong experience with BI tools (Power BI, Tableau, Looker) and advanced analytics (SQL, Python/R).
• Proven track record improving customer experience and driving measurable process improvements.
• Strong communication skills with the ability to influence senior leaders and present insights clearly.
• Experience with Lean, Six Sigma, or formal continuous improvement frameworks (certification a plus).
• Ability to connect data and customer insights to strategic business recommendations.
• Ability to obtain UK and NATO security clearances

Aufgaben

• Lead the design, development, and delivery of dashboards, analytics models, and performance reports across operational and customer metrics.
• Own data governance and reporting standards to ensure accuracy, consistency, and quality across all business functions.
• Translate complex data into clear narratives, recommendations, and insights for executives and cross-functional teams.
• Partner with Technology/Data teams to improve data availability, automation, and reporting tool-sets.
• Identify trends, opportunities, and risks using predictive analytics and root-cause analysis.
• Develop and execute the CX strategy aligned to company objectives and customer needs.
• Own the end-to-end CSAT measurement program, including survey design, deployment, analysis, and closed-loop follow-up.
• Build voice-of-customer (VoC) frameworks and feedback channels to capture actionable customer insights.
• Partner with product, operations, support, and commercial teams to embed customer insights into decision-making.
• Monitor customer journeys and define improvements that drive satisfaction, loyalty, and business value.
• Lead continuous improvement initiatives using Lean, Six Sigma, or similar methodologies to optimize processes and enhance customer and operational outcomes.
• Facilitate workshops, root-cause analysis sessions, and cross-functional problem solving.
• Define, track, and report on performance against KPIs related to CX, operational efficiency, and service quality.
• Champion a culture of innovation, experimentation, and evidence-based improvement.

Kenntnisse

Analytical thinker

Stakeholder management

Storytelling with data

Problem-solving

Change leadership

Communication

Ausbildung

Bachelor's degree in data analytics, business, operations, or related field

Master’s degree preferred

Tools

Power BI

Tableau

Looker

SQL

Python/R

Jobbeschreibung

Viasat is seeking an Insights, Analytics & Reporting Lead to build a data-driven culture by delivering actionable insights, advanced analytics, and high-quality reporting across customer and operational metrics. The role leads CX, CSAT, and continuous improvement initiatives, translating feedback into operational enhancements and driving business value.

Ideal candidates combine data science, business acumen, and process improvement with strong stakeholder influence.