Lead Analyst, Customer Service Analytics

Lead Analyst, Customer Service Analytics For over 30 years, Angi has powered the future of the home services industry, creating an environment where homeowners and pros benefit from more jobs done well. For homeowners, our platform is a reliable way to find skilled pros. For pros, we're a reliable business partner who helps them find the winnable work they want, when they want. For employees, we're an amazing place to call home. We can't wait to welcome you. Angi at a glance: - Founded in 1995 as Angie’s List and rebranded in 2021 - Global company with 9 brands in 8 countries and employees worldwide - Homeowners have turned to us for 300 million home projects and counting We are seeking a dynamic Lead Analyst for the Commercial & Analytics - International team to play a pivotal role in enhancing customer experience and operational productivity through data-driven insights. The Lead Analyst will focus on analyzing customer service data, identifying pain points, improving products and services, and optimizing operational workflows. In this role, you will have a direct impact on customer satisfaction, loyalty, and the overall success of our operations. You’ll be responsible for stewarding the allocation of resources, managing customer feedback data, and proactively generating insights to continually enhance processes, products, and people. 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. - D ... (truncated, view full listing at source)