Head of Customer Analytics

As a Head of Customer Analytics, you will lead the Customer Analytics Group, delivering high‑quality customer insight, governing customer data, and optimising the CX technology ecosystem to support retention, adoption, and customer experience & satisfaction.

Role responsibilities

Customer Insight & Lifecycle Analytics

• Lead the global customer analytics framework across the lifecycle
• Develop and maintain churn risk indicators and adoption metrics
• Provide cohort, segmentation, and behavioural analysis to regional CX teams
• Deliver structured monthly and quarterly performance insights
• Partner with Customer Success leaders to identify patterns and improvement opportunities
• Support data‑informed intervention strategies

CX KPI Reporting & Performance Frameworks

• Own the global CX KPI framework (CSAT, NPS, retention, churn, adoption, engagement)
• Standardise metric definitions and reporting methodologies across regions
• Produce executive‑ready dashboards and performance summaries
• Support the Global Director of CX with data and analysis for senior stakeholder reporting
• Ensure transparency and consistency in renewal and retention reporting

CX Data Governance & Integrity

• Act as global owner of customer data across CX‑managed systems
• Ensure alignment between CRM, product platforms, and finance systems
• Maintain governance of subscription data, entitlements, access rights, and lifecycle status
• Implement controls and quality checks to maintain data accuracy
• Develop clear documentation and data standards
• Oversee provisioning of customer accounts into product platforms
• Ensure subscription terms, entitlements, seat allocations, and configurations align with commercial agreements
• Work with Sales Operations to ensure data consistency across systems
• Drive efficient, technology‑enabled provisioning processes that reduce manual error, improve onboarding accuracy, and support scalable operations
• Lead oversight of the CX technology ecosystem
• Identify opportunities to automate reporting and operational workflows
• Evaluate improvements or enhancements to CX systems
• Drive adoption of AI‑enabled self‑service and insight capabilities

Operational Improvement & Scalability

• Drive standardisation of global CX reporting and analytics processes
• Establish clear SLAs and service expectations within the analytics function

Cross‑Functional Partnership

• Partner closely with cross‑functional teams
• Provide insight to support renewal forecasting and retention initiatives
• Support commercial planning cycles with structured analysis
• Lead and develop the global Customer Analytics Group

Key skills and experience

Experience

• Significant experience in customer analytics, CX operations, revenue operations, or related data‑driven roles
• Demonstrated experience leading teams in a global or multi‑region environment
• Strong background working within subscription business models, with understanding of retention and lifecycle economics
• Hands‑on experience with CRM systems, CX platforms, ticketing tools, and customer engagement technologies
• Experience managing data integrations across multiple systems (e.g. CRM, product platforms, finance systems)
• Proven experience building structured reporting frameworks, lifecycle metrics, and executive dashboards
• Experience improving operational processes through automation, workflow optimisation, and technology enablement
• Working knowledge of data governance principles, data quality controls, and system integrity management

Skills

• Strong analytical and structured problem‑solving capability
• Proficiency with business intelligence and reporting tools
• Solid understanding of customer data models, system integrations, and data flows across platforms
• Ability to translate complex data into actionable insight for non‑technical stakeholders
• Strong stakeholder engagement and cross‑functional collaboration skills
• Commercial awareness of renewal, churn, and expansion drivers in subscription businesses
• Clear, confident communication style with ability to present insight at senior leadership level
• Technology‑literate, with the ability to assess, optimise, and scale CX systems and tools

Please note, if you don’t meet all the criteria but believe you have the skills and passion to thrive in this role, we encourage you to apply.

Benefits

• Access to an annual bonus scheme (for qualifying roles only)
• 25 days annual leave, plus bank holidays – increasing to 27 days after 5 years
• Access to a Buy Holiday scheme allowing you to buy up to 5 additional holiday days per year
• Enhanced maternity and paternity leave
• Generous pension through Royal London
• Comprehensive private medical insurance and wellness scheme through Vitality
• Cycle to work scheme
• A vibrant social environment and multicultural and multinational culture
• Free subscription to the Calm App – the #1 app for sleep, meditation, and relaxation
• A focus on welfare led by our global wellness team, with mental health first aiders globally
• Access to a variety of diversity and inclusion initiatives and groups
• Strong recognition and reward programmes – including a peer‑to‑peer recognition platform, quarterly and annual QS Applaud Awards, Connect with your Career annual PD event
• Support for volunteering and study leave
• Free subscription to LinkedIn Learning – with over 5000 courses and programmes at your fingertips
• Options to join our outstanding global Mentorship programme

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