Lead, Customer Service Analytics & CX Improvement

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

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.