Lead Analyst

**Open in all locations: France, Germany, the Netherlands, and the United Kingdom**

We are seeking a dynamic Lead Analyst to play a pivotal role in enhancing customer experience and operational productivity through data-driven insights. In this role, you will focus on analysing customer service data, identifying pain points, improving products and services, and optimising operational workflows. You will collaborate across departments to improve service quality, and support the company’s strategic objectives using analytics tools and methodologies.

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.

**Key Responsibilities**:

- ** Customer Experience Optimisation**:

- Leverage analytics to understand customer expectations and experiences, enabling the team to tailor services and meet customer needs more effectively.
- Analyse 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 analysing customer feedback and complaints, addressing recurring issues proactively to improve satisfaction.
- ** Operational Efficiency & Resource Management**:

- Analyse customer service data to balance speed and quality in operations, optimising processes and resource allocation to enhance overall operational effectiveness.
- Steward the prioritisation 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.
- ** Product & Service Improvement**:

- Provide actionable insights to guide product and service development, ensuring alignment with customer needs and preferences.
- Partner with cross-functional teams to make data-driven decisions that improve product offerings and customer experience.
- ** 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 organisational goals.
- Help your direct reports grow professionally by mentoring, identifying development needs and creating opportunities.
- Bachelor’s or Master’s degree in a relevant field (e.g., Data Analytics, Business, Statistics, Economics, or similar).
- 7+ years of experience in data analytics, with a focus on customer service, customer experience, or operational efficiency.
- Proficiency in data visualization and analytics tools (e.g., Tableau, Looker, SQL, or Python).
- Proven experience working with customer service platforms (Salesforce a plus etc.) and proficiency in customer service analytics tools.
- Expertise in customer satisfaction metrics, such as CSAT, NPS, CES, ART, AHT, and First Contact Resolution.
- Strong understanding of customer service operations and metrics, with a proactive mindset for continuous improvement.
- Strong analytical skills with experience in structuring, analysing, 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 a plus

**Why you’ll enjoy working at the Instapro Group**:
**You can make an Impact. **Joining Instapro Group is an opportunity to help crack the code in one of the last big industries to become digital-first. We’re leaders in our markets, yet small enough for everyone to make a real difference.

**We care**. We don’t believe in one size fits all. Whether it’s flexibility in your working hours, your location, or opportunities to advance and grow, you’ll find a supportive and open culture designed to help our team members thrive.

These are the benefits you'll enjoy:

- Highly competitive salary package
- Hybrid work environment
- Hybrid allowance/be