Head of Customer Analytics

Job description

Role: Head of Customer Analytics Location: UK, London Job type: Full time, permanent – hybrid This position offers a hybrid work model, allowing flexibility between working from home and our office. Typically, employees are expected to work 2 days in the office per week. Please note that this role is intended for candidates with substantial experience operating within Customer Success, Customer Experience, Customer Operations, or customer lifecycle functions. Why QS? At QS, we believe that work should empower you. That’s why we foster a flexible working environment that encourages every employee to own their career whilst flourishing personally and professionally. Our commitment to people development is recognised globally: QS is a Gold-accredited Investors in People organisation, placing us among the top 28% of workplaces worldwide. Our company values underpin everything we do – we collaborate, respect and support each other. It’s our mission to empower motivated people around the world to fulfil their potential through higher education, ensuring that everyone has access to opportunities that change lives. Our diversity makes us stronger. By sharing our experiences, we learn from one another and achieve more together, driving progress across the sector. At QS, you’ll be responsible for implementing real change in the international higher education landscape. You’ll take on meaningful challenges that see a positive impact across the business and the wider sector. We’re confident you’ll feel right at home here. QS was named as one of Newsweek’s Top 100 Most Loved Workplaces® in the UK (October 2023), recognising the respect, trust and appreciation that drive our culture every day. As a Head of Customer Analytics, this is what you’ll be doing: The Head of Customer Analytics leads the Customer Analytics Group and is responsible for delivering high-quality customer insight, governing customer data, and optimising the CX technology ecosystem to support retention, adoption, and customer experience & satisfaction. Reporting to the Global Director of CX, this role ensures that customer behaviour and engagement data are translated into actionable insights that inform CX strategy and execution. The role combines analytics leadership, operational governance, and systems oversight, working closely with regional CX teams, Sales, Product, Technology, and Finance to ensure data integrity, reporting consistency, and scalable processes. This is a global functional leadership role responsible for enabling evidence-based decision-making across the CX function. Customer Analytics group - function overview The Customer Analytics Group generates insight into customer behaviour, activity, and engagement across the lifecycle. The team: Analyses usage patterns, engagement trends, and response behaviours Identifies early indicators of renewal risk and disengagement Surfaces behaviours associated with strong adoption and retention Provides structured reporting on key CX performance indicators Supports CX leaders with actionable insight to guide intervention strategies Owns and manages the core CX technology ecosystem, including ticketing, knowledge base, chatbot, outbound communication, customer portal systems, and their integrations. The group also owns CX data governance and the operational integrity of customer account provisioning across platforms, ensuring data accuracy, system alignment, and seamless customer experience delivery. 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 2. 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 3. 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 4. Account Provisioning Oversight 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. 5. CX Technology & Systems Management Lead oversight of the CX technology ecosystem, including: Ticketing systems Knowledge base platforms AI chatbot solutions Outbound communication tools Customer portals and digital assets CRM integrations Partner with Technology teams to ensure stable integrations and data flows 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 6. Operational Improvement & Scalability Drive standardisation of global CX reporting and analytics processes Improve automation to reduce manual reporting overhead Support the Global Director of CX in designing scalable operating models Contribute to global CX transformation initiatives Establish clear SLAs and service expectations within the analytics function 7. Cross-Functional Partnership Partner closely with: Regional CX leaders Sales and Revenue Operations Product and Technology Finance Provide insight to support renewal forecasting and retention initiatives Ensure customer behaviour data informs product enhancement discussions Support commercial planning cycles with structured analysis 8. Team Leadership Lead and develop the global Customer Analytics Group Set clear priorities aligned to CX strategy Build capability in behavioural analytics, reporting, and systems management Foster a culture of accountability and data quality Support talent development and succession planning within the team Key skills and experience Experience Significant experience in customer analytics, CX operations, revenue operations, or customer insights functions ideally within a B2B subscription or SaaS environment Demonstrated experience partnering directly with customer success and customer experience teams to drive retention, customer adoption, onboarding effectiveness, lifecycle management, and customer health outcomes Proven experience developing customer health frameworks, retention metrics, adoption analytics, renewal risk indicators, and customer lifecycle reporting used by customer success teams to drive intervention strategies 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 Leadership Attributes Structured and process-oriented Collaborative and pragmatic Detail-focused but commercially aware Comfortable operating in a transforming environment Technology-enabled and improvement-focused 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.