Lead Analyst, Customer Service Analytics

About Angi

With a 30-year legacy, Angi leads the home services industry, offering a reliable platform that connects homeowners with skilled professionals for successful project completions. The company operates globally with 9 brands across 8 countries and has facilitated over 300 million home projects since its founding in 1995 (originally Angie’s List, rebranded in 2021).

Role Overview

The Lead Analyst position in the Commercial & Analytics - International team plays a critical role in elevating customer experience and enhancing operational productivity via data insights. The role centers on analyzing customer service data, uncovering pain points, refining products and services, and optimizing workflows to boost satisfaction and loyalty.

Key Responsibilities

• Utilize data analytics to understand and improve customer expectations and experiences, customizing services accordingly.
• Analyze metrics such as CSAT, NPS, CES, ART, AHT, and First Contact Resolution to monitor and enhance service quality.
• Structure and examine customer feedback and complaints to identify recurring issues and proactively improve satisfaction.
• Balance operational speed with quality through comprehensive analysis to optimize resource allocation and processes.
• Oversee the prioritization of resources across inbound services, outbound campaigns, and experiments ensuring effectiveness and alignment with business goals.
• Guide workforce planning for activities like debt collection, outbound calling, and retention by leveraging analytics.
• Continuously seek and implement AI-driven solutions to enhance data analysis and team productivity.
• Lead data-driven experimentation by analyzing results rigorously, recommending actionable improvements in processes, products, or personnel with attention to conversion rates, productivity, and retention.
• Establish and track KPIs such as Average Handle Time, Cycle Times, and Satisfaction Scores, reporting insights to senior leadership.
• Provide leadership by fostering data-driven decision-making, mentoring direct reports, and identifying growth opportunities for the team.

Candidate Profile

• Possess a Bachelor’s or Master’s degree in Data Analytics, Business, Statistics, Economics, or a related discipline.
• Bring at least 8 years of data analytics experience emphasizing customer experience or operational efficiency.
• Have expertise with customer service platforms (Salesforce knowledge is advantageous) and analytics tools specialized in customer service.
• Demonstrate strong skills in handling, interpreting large datasets, and generating actionable insights driving business results.
• Exhibit excellent stakeholder communication and management abilities with clarity in presenting complex data.
• People management experience is preferred.
• Experience with AI tools like Cursor or Claude Code to streamline workflows is a plus.
• Proficiency in data visualization and analytics technologies including Looker, SQL, and Python.
• Prior work in customer-focused environments improving experience is beneficial.

Company Values

Angi embraces diversity as a source of innovative solutions and encourages applications from individuals with diverse perspectives, backgrounds, and experiences.

Compensation & Benefits

• Salary range: £81,000 to £110,000, dependent on experience and qualifications.
• Hybrid work setup with home office allowance.
• Temporary work-from-abroad policy available.
• Frequent team events fostering social engagement.