Lead Analyst, Customer Service Analytics

Angi; Greater London; Hybrid; GBP 81,000 - 110,000; Full time

Benefits offered by this job

Hybrid work environment

Home office setup allowance

Temporary work from abroad policy

Team events

Job summary

Angi in the United Kingdom is seeking a dynamic Lead Analyst for the Commercial & Analytics - International team to drive customer experience and operational productivity through data-driven insights. You will analyze customer service data, identify pain points, and optimize products, services and workflows to improve satisfaction and efficiency.

You will steward resource allocation, manage feedback data, and generate actionable insights.

Qualifications

• Bachelor’s or Master’s degree in a relevant field (e.g., Data Analytics, Business, Statistics, Economics, or similar).
• 8+ years of experience in data analytics, with a focus on customer experience or operational efficiency.
• Proven experience with customer service platforms (Salesforce is a plus) and analytics tools.
• Strong analytical skills with ability to structure, analyze and interpret large datasets.
• Ability to generate insights and implement data-driven strategies.
• Excellent communication and stakeholder management skills.

Responsibilities

• Lead Customer Experience Optimization using analytics to understand expectations and experiences.
• Analyze CSAT, NPS, CES, ART, AHT, and First Contact Resolution to measure and improve service levels.
• Identify customer pain points from feedback and complaints and drive proactive improvements.
• Oversee Operational Efficiency & Resource Management, balancing speed and quality.
• Steward resource allocation across inbound workloads, outbound campaigns, and experiments.
• Guide workforce planning, from debt collection to outbound campaigns and retention strategies.
• Identify AI-driven opportunities to streamline data analysis and improve productivity.
• Conduct data-driven experiments and provide actionable recommendations based on results.
• Establish and monitor KPIs like AHT, Cycle Times, and Satisfaction Scores; report to senior management.
• Mentor team members and drive data-driven decision making.

Skills

Customer experience analytics

Data visualization

SQL

Python

Looker

Stakeholder management

AI tools

Team leadership

Education

Bachelor’s or Master’s degree

Tools

Salesforce

Looker

SQL

Python

Job description

For over 30 years, Angi has powered the future of the home services industry, creating an environment where homeowners and pros benefit from more jobs done well.

For homeowners, our platform is a reliable way to find skilled pros. For pros, we're a reliable business partner who helps them find the winnable work they want, when they want. For employees, we're an amazing place to call home. We can't wait to welcome you.

Angi at a glance:

• Founded in 1995 as Angie’s List and rebranded in 2021

• Global company with 9 brands in 8 countries and employees worldwide

• Homeowners have turned to us for 300 million home projects and counting

We are seeking a dynamic Lead Analyst for the Commercial & Analytics - International team to play a pivotal role in enhancing customer experience and operational productivity through data-driven insights. The Lead Analyst will focus on analyzing customer service data, identifying pain points, improving products and services, and optimizing operational workflows.

In this role, you will have a direct impact on customer satisfaction, loyalty, and the overall success of our operations. You’ll be responsible for stewarding the allocation of resources, managing customer feedback data, and proactively generating insights to continually enhance processes, products, and people.

What you’ll do:

• Customer Experience Optimization:

  • Leverage analytics to understand customer expectations and experiences, enabling the team to tailor services and meet customer needs more effectively.

  • Analyze customer satisfaction metrics such as CSAT, NPS, CES, ART, AHT, and First Contact Resolution to measure and improve service levels.

  • Identify customer pain points by structuring and analyzing customer feedback and complaints, addressing recurring issues proactively to improve satisfaction.

• Operational Efficiency & Resource Management:

  • Analyze customer service data to balance speed and quality in operations, optimizing processes and resource allocation to enhance overall operational effectiveness.

  • Steward the prioritization of resource allocation across all inbound service workloads, outbound calling campaigns, and experiments, ensuring efficiency and business impact.

  • Use analytics to guide workforce planning, from debt collection efforts to outbound call campaigns and customer retention strategies.

  • Continuously identify and implement AI-driven opportunities to streamline data analysis and improve team productivity

• Data-Driven Experimentation:

  • Conduct both proactive and reactive analyses of experiments, providing actionable recommendations based on reliable and statistically significant results.

  • Evaluate outcomes to suggest improvements related to processes, products, or personnel, with a focus on productivity, conversion rates, right-first-time rate, cycle times, and retention.

• Performance Metrics & Reporting:

  • Establish and monitor key performance indicators (KPIs) that measure operational success, such as Average Handle Time (AHT), Cycle Times, and Satisfaction Scores.

  • Provide regular reports to senior management, highlighting actionable insights and areas for improvement in the customer service experience.

• Leadership & Team development:

  • Steward data driven decision making by providing insights to achieve department or organizational goals.

  • Help your direct reports grow professionally by mentoring, identifying development needs and creating opportunities.

Who you are:

• Bachelor’s or Master’s degree in a relevant field (e.g., Data Analytics, Business, Statistics, Economics, or similar).

• 8+ years of experience in data analytics, with a focus on customer experience or operational efficiency.

• Proven experience with customer service platforms (Salesforce is a plus) and proficiency in customer service analytics tools.

• Strong analytical skills with experience in structuring, analyzing, and interpreting large datasets.

• Demonstrated ability to generate insights from data and implement strategies that drive measurable business outcomes.

• Excellent communication and stakeholder management skills, with the ability to present complex data in a clear and actionable way.

• People management experience is a plus.

• Experience leveraging AI tools (e.g., Cursor, Claude Code) to optimize workflows is a plus.

• Proficiency in data visualization and analytics tools such as Looker, SQL, or Python.

• Experience in working in customer-centric industries or roles, with a focus on improving customer experience.

We value diversity

We know that the best ideas come from teams where diverse points of view uncover new solutions to hard problems. We welcome and value individuals who bring diverse life experiences, educational backgrounds, cultures, and work experiences.

Compensation & Benefits:

• The salary band for this position ranges from £81,000 - £110,000, commensurate with experience and qualifications.

• Hybrid work environment and home office set-up allowance

• Temporary work from abroad policy

• Regular team and social events