Head of Customer Analytics

QS Quacquarelli Symonds

Lead Customer Analytics Group to deliver high-quality insights and govern customer data. Collaborate with teams to optimize CX technology and enhance customer satisfaction.

Posted 6/25/2026full-timeLondon • 🇬🇧 United KingdomLeadWebsite

About the role

Key responsibilities & impact

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
Own the global CX KPI framework (CSAT, NPS, retention, churn, adoption, engagement)
Act as global owner of customer data across CX-managed systems
Oversee provisioning of customer accounts into product platforms
Lead oversight of the CX technology ecosystem
Drive standardisation of global CX reporting and analytics processes
Partner closely with regional CX leaders

Requirements

What you’ll need

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

Benefits

Comp & perks

hybrid work model with flexibility between home and office
focus on people development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer analyticschurn risk indicatorsadoption metricscohort analysissegmentation analysisbehavioural analysisKPI frameworkreporting frameworksdata integrationsdata governance

Soft Skills

leadershipcollaborationcommunicationteam managementoperational improvementprocess optimisationanalytical thinkingstrategic thinkingglobal perspectivestakeholder engagement