Senior Operations Analytics Lead - Customer Support

HeliosX; United Kingdom; On-site; GBP 45,000 - 75,000; Full time

Benefits offered by this job

Holiday allowance

Private healthcare

Pension

Cycle-to-work

Electric Car schemes

Product samples

Home office allowance

Wellbeing perks

Job summary

HeliosX is seeking a Senior Analyst to deliver structured, risk-aware insights across Customer Support, Clinical Operations and other domains with a primary focus on CS. You will act as the analytics partner to senior CS stakeholders, scoping projects, and translating complex questions into robust analyses.

The role drives analytics standards within the team, mentoring, and continuous improvement of analytical practices, with a strong emphasis on hypothesis-driven deep dives and storytelling to

Qualifications

• 3–5 years’ experience in analytics, with a strong understanding of customer support and operational metrics such as first response time, resolution times, SLA adherence, CSAT, contact rate, and automation or self-serve rates.
• Experience working with multiple data sources and integrating cross-functional datasets to build a holistic operational view.
• Experience in healthcare, pharmaceutical, e-commerce, or regulated environments is advantageous.

Responsibilities

• Provide analytical oversight across core customer support workflows and CSAT metrics.
• Translate findings into measurable, defensible insights for senior stakeholders.
• Partner with CS leadership to align quarterly roadmaps and lead self-initiated projects with stakeholder buy-in.
• Maintain expert understanding of CS data tables and data models.

Skills

SQL

Data analysis

Stakeholder communication

BI tooling

Experiment design

Cross-functional collaboration

Tools

Amplitude

Mixpanel

Data visualization

Job description

HeliosX is seeking a Senior Analyst to deliver structured, risk-aware insights across Customer Support, Clinical Operations and other domains with a primary focus on CS. You will act as the analytics partner to senior CS stakeholders, scoping projects, and translating complex questions into robust analyses.

The role drives analytics standards within the team, mentoring, and continuous improvement of analytical practices, with a strong emphasis on hypothesis-driven deep dives and storytelling to