Head of Customer Analytics

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    "description": "<p><span style=\"font-weight: bold\">Role:  Head of Customer Analytics</span></p>\n<p><span style=\"font-weight: bold\">Location: London, UK </span></p>\n<p><span style=\"font-weight: bold\">Job type: Full time, permanent – hybrid<span> </span></span> <br><br></p>\n<p><span style=\"font-weight: bold\">Why QS?</span></p>\n<p><br></p>\n<p>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 company values underpin everything we do – we collaborate, respect and support each other.</p>\n<p><br></p>\n<p>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.</p>\n<p><br></p>\n<p>Our diversity makes us stronger. By sharing our experiences, we learn from one another and achieve more together, driving progress across the sector.</p>\n<p><br></p>\n<p>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.</p>\n<p><br></p>\n<p>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. And as a gold-accredited Investors in People organisation – putting us among the top 28% of workplaces globally – it’s official: QS is a place where everyone can thrive.<br><br><span style=\"font-weight: bold\">The role</span><br><br>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 &amp; satisfaction.<br></p>\n<p><br></p>\n<p>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.</p>\n<p><br>This is a global functional leadership role responsible for enabling evidence-based decision-making across the CX function.<br><br></p>\n<p><span style=\"font-weight: bold\">Customer Analytics Group – Function Overview</span><br><br></p>\n<p>The Customer Analytics Group generates insight into customer behaviour, activity, and engagement across the lifecycle. The team:<br><br>• Analyses usage patterns, engagement trends, and response behaviours<br>• Identifies early indicators of renewal risk and disengagement<br>• Surfaces behaviours associated with strong adoption and retention<br>• Provides structured reporting on key CX performance indicators<br>• Supports CX leaders with actionable insight to guide intervention strategies<br>• Owns and manages the core CX technology ecosystem, including ticketing, knowledge <br>   base, chatbot, outbound communication, customer portal systems, and their integrations.<br><br>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.<br><br></p>\n<p><span style=\"font-weight: bold\">Key Responsibilities:<br><br>1. Customer Insight &amp; Lifecycle Analytics<br><br></span>• Lead the global customer analytics framework across the lifecycle<br>• Develop and maintain churn risk indicators and adoption metrics<br>• Provide cohort, segmentation, and behavioural analysis to regional CX teams<br>• Deliver structured monthly and quarterly performance insights<br>• Partner with Customer Success leaders to identify patterns and improvement opportunities<br>• Support data-informed intervention strategies<br><br><span style=\"font-weight: bold\">2. CX KPI Reporting &amp; Performance Frameworks<br></span><br>• Own the global CX KPI framework (CSAT, NPS, retention, churn, adoption, engagement)<br>• Standardise metric definitions and reporting methodologies across regions<br>• Produce executive-ready dashboards and performance summaries<br>• Support the Global Director of CX with data and analysis for senior stakeholder reporting<br>• Ensure transparency and consistency in renewal and retention reporting<br><br><span style=\"font-weight: bold\">3. CX Data Governance &amp; Integrity<br><br></span>• Act as global owner of customer data across CX-managed systems<br>• Ensure alignment between CRM, product platforms, and finance systems<br>• Maintain governance of subscription data, entitlements, access rights, and lifecycle status<br>• Implement controls and quality checks to maintain data accuracy<br>• Develop clear documentation and data standards<br><br><span style=\"font-weight: bold\">4. Account Provisioning Oversight<br><br></span> • Oversee provisioning of customer accounts into product platforms<br>• Ensure subscription terms, entitlements, seat allocations, and configurations align with <br>  commercial agreements<br>• Work with Sales Operations to ensure data consistency across systems<br>• Drive efficient, technology-enabled provisioning processes that reduce manual error, <br>  improve onboarding accuracy, and support scalable operations.<span style=\"font-weight: bold\"><br><br>5. CX Technology &amp; Systems Management<br></span></p>\n<p><br><br></p>\n<ul>\n<li>Lead oversight of the CX technology ecosystem, including:<br></li>\n<li><em>Ticketing systems</em></li>\n<li><em>Knowledge base platforms</em></li>\n<li><em>AI chatbot solutions</em></li>\n<li><em>Outbound communication tools</em></li>\n<li><em>Customer portals and digital assets</em></li>\n<li><em>CRM integrations</em></li>\n<li>Partner with Technology teams to ensure stable integrations and data flows</li>\n<li>Identify opportunities to automate reporting and operational workflows</li>\n<li>Evaluate improvements or enhancements to CX systems</li>\n<li>Drive adoption of AI-enabled self-service and insight capabilities</li>\n</ul>\n<p><span style=\"font-weight: bold\"><br></span><span style=\"font-weight: bold\">6. Operational Improvement &amp; Scalability<br></span><br>• Drive standardisation of global CX reporting and analytics processes<br>• Improve automation to reduce manual reporting overhead<br>• Support the Global Director of CX in designing scalable operating models<br>• Contribute to global CX transformation initiatives<br>• Establish clear SLAs and service expectations within the analytics function<br><br><span style=\"font-weight: bold\">7. Cross-Functional Partnership<br><br></span>• Partner closely with:<br>• Regional CX leaders<br>• Sales and Revenue Operations<br>• Product and Technology<br>• Finance<br>• Provide insight to support renewal forecasting and retention initiatives<br>• Ensure customer behaviour data informs product enhancement discussions<br>• Support commercial planning cycles with structured analysis<br><br><span style=\"font-weight: bold\">8. Team Leadership</span><br><br>• Lead and develop the global Customer Analytics Group<br>• Set clear priorities aligned to CX strategy<br>• Build capability in behavioural analytics, reporting, and systems management<br>• Foster a culture of accountability and data quality<br>• Support talent development and succession planning within the team<br><br><span style=\"font-weight: bold\">Experience:<br><br></span>• Experience in customer analytics, CX operations, revenue operations, or related <br>data-driven roles<br>• Demonstrated experience leading teams in a global or multi-region environment<br>• Strong background working within subscription business models, with understanding of <br>retention and lifecycle economics<br>• Hands-on experience with CRM systems, CX platforms, ticketing tools, and customer <br>engagement technologies<br>• Experience managing data integrations across multiple systems (e.g. CRM, product <br>platforms, finance systems)<br>• Proven experience building structured reporting frameworks, lifecycle metrics, and <br>executive dashboards<br>• Experience improving operational processes through automation, workflow     optimisation, <br>and technology enablement<br>• Working knowledge of data governance principles, data quality controls, and system <br>integrity management<br><br><span style=\"font-weight: bold\">Skills:<br><br></span>• Strong analytical and structured problem-solving capability<br>• Proficiency with business intelligence and reporting tools<br>• Solid understanding of customer data models, system integrations, and data flows across <br>platforms<br>• Ability to translate complex data into actionable insight for non-technical stakeholders<br>• Strong stakeholder engagement and cross-functional collaboration skills<br>• Commercial awareness of renewal, churn, and expansion drivers in subscription <br>businesses<br>• Clear, confident communication style with ability to present insight at senior leadership <br>level<br>• Technology-literate, with the ability to assess, optimise, and scale CX systems and tools<br><br><span style=\"font-weight: bold\">Leadership Attributes:<br><br></span>• Structured and process-oriented<br>• Collaborative and pragmatic<br>• Detail-focused but commercially aware<br>• Comfortable operating in a transforming environment<br>• Technology-enabled and improvement-focused<br><br><span style=\"font-weight: bold\">So, who are we and what do we do?</span><br><br>QS is the world leader in higher education services, analytics, insights and intelligence. From consultancy to student mobility, academic partnerships to branding solutions, our services power both institutional and individual success. We’re behind the world’s most widely read university rankings (Meltwater 2023). Our QS World University Rankings® reach hundreds of millions, shaping decisions and guiding futures.<br><br>Since launching in 1990, our impact and influence have only grown. Today, we work with more than 2,000 of the world’s leading higher education institutions, over 12,000 employers, and governments seeking change and socioeconomic development through higher education.Join QS and you’ll join an 800-strong community of problem-solvers, creators, collaborators and change-makers based in 40+ countries and 11<br>international offices, including Australia, Malaysia, India, Romania, Singapore, France, Germany, the USA and our headquarters in London.<br><br>With every talented new hire, business acquisition and bold initiative, we’re strengthening our reach and delivering even greater value to institutions and learners worldwide. Are you ready to shape the future of higher education?<br><br><span style=\"font-weight: bold\">We take investing in our people very seriously.</span><br><br><span>As standard you will have:</span><span style=\"font-weight: bold\"><br></span><br></p>\n<ul>\n<li>Competitive base salary</li>\n<li>Access to an annual bonus scheme (for qualifying roles only)</li>\n<li>25 days annual leave, plus bank holidays – increasing to 27 days after 5 years’</li>\n<li>Access to a Buy Holiday scheme allowing you to buy up to 5 additional holiday days per year</li>\n<li>Enhanced maternity and paternity leave</li>\n<li>Generous pension through Royal London</li>\n<li>Comprehensive private medical insurance and wellness scheme through Vitality</li>\n<li>Cycle to work scheme</li>\n<li>A vibrant social environment and multicultural and multinational culture</li>\n</ul>\n<p><br></p>\n<p><span>But that’s not all. Outside of these standard benefits we also offer resources to allow professional growth and wellness initiatives to nurture a healthy mindset:</span><br><br></p>\n<ul>\n<li>Free subscription to the Calm App – the #1 app for sleep, meditation, and relaxation</li>\n<li>A focus on welfare which is led by our global wellness team, with mental health first aiders globally</li>\n<li>Access to a variety of diversity and inclusion initiatives and groups</li>\n<li>Strong recognition and reward programs – including a peer-to-peer recognition platform, quarterly and annual QS Applaud Awards, Connect with your Career annual PD event</li>\n<li>Support for volunteering and study leave</li>\n<li>Free subscription to LinkedIn learning – with over 5000 courses and programmes at your fingertips</li>\n<li>Options to join our outstanding global Mentorship programme<br><br></li>\n</ul>",
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