Lead Analyst, Customer Service Analytics

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:

• Highly competitive salary package
• Hybrid work environment
• Hybrid allowance/benefit
• Temporary work from abroad policy
• Regular team and social events
• Referral bonus
• Further benefits depending on location