Manager, Customer Analytics

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    "description": "<p><span style=\"font-weight: bold\">Role: Manager, Customer Analytics</span></p>\n<p><span style=\"font-weight: bold\">Location: UK or Romania</span></p>\n<p><span style=\"font-weight: bold\">Job type: Full time, permanent – hybrid<span><br><br></span></span></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 Manager, Customer Analytics is responsible for embedding customer insight into the day-to-day execution of the CX function. This role owns the delivery and operationalisation of customer lifecycle analytics, KPI reporting, and customer health frameworks, ensuring that insight is not only produced but consistently used across CX and the wider business. A central part of the role is defining and documenting scalable CX processes and working closely with the CX Systems &amp; Tools Lead to ensure those processes are accurately implemented within core platforms such as HubSpot.</p>\n<p><br>The role also has direct accountability for account provisioning operations, ensuring customers are correctly set up across systems in line with commercial agreements.<br></p>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Key Responsibilities<br></span><br></p>\n<ol>\n<li><span style=\"font-weight: bold\">Customer Lifecycle Analytics &amp; Insight (30%)<br><br></span>• Own the development and delivery of customer lifecycle insight across onboarding, <br>  adoption, engagement, and renewal. This includes identifying behavioural patterns, <br>  highlighting early indicators of churn risk, and defining the drivers of strong adoption <br>  and retention.<br>• The role standardises lifecycle analytics globally, ensuring consistency in <br>  definitions, outputs, and how insights are applied. A key expectation is that insights <br>  are directly tied to actions—enabling CX teams to prioritise accounts, trigger <br>  interventions, and improve retention outcomes.<br><br><span style=\"font-weight: bold\">2. Customer Health Framework &amp; KPI Reporting (30%)</span><br><span style=\"font-weight: bold\"><br></span>• Lead the execution of the global CX KPI framework, including retention, churn, <br>   adoption, engagement, CSAT, NPS, and customer health scoring.<br>• The role contributes to the design of the customer health model and is responsible <br>   for how it is implemented and used in practice. This includes ensuring that health <br>   scores and KPIs are visible, accessible, and actionable for CX teams and <br>   stakeholders across the business - primarily through system-enabled views such as <br>   dashboards and workflows within HubSpot.<br>• This responsibility also includes embedding KPI reporting into business rhythms <br>   (monthly, quarterly), ensuring consistency of definitions, and enabling stakeholders <br>   to self-serve and interpret performance data effectively<br><br><span style=\"font-weight: bold\">3. Business Process Mapping &amp; Systems Enablement (20%)</span><br><span style=\"font-weight: bold\"><br></span>• Own the mapping, documentation, and continuous improvement of core CX <br>   business processes across the customer lifecycle, including onboarding, <br>   engagement tracking, intervention workflows, and renewal management.<br>• Work in close partnership with the CX Systems &amp; Tools Lead to ensure these <br>   processes are accurately translated into system workflows, data structures, and <br>   automation within platforms such as HubSpot. This includes defining requirements, <br>   supporting implementation, and ensuring that systems reflect how the business is <br>   intended to operate.<br>• The focus is on building scalable, standardised, and system-enabled processes that <br>   reduce manual effort and drive consistency across regions<br><br><span style=\"font-weight: bold\">4. Account Provisioning &amp; Data Integrity (20%)<br><br></span>• Oversee the provisioning of customer accounts across platforms, ensuring that <br>   access, entitlements, and configurations accurately reflect commercial <br>   agreements.<br>• This includes managing the operational processes that ensure customers are set up <br>   correctly at onboarding and maintained throughout the lifecycle. The role works <br>   closely with Sales Operations, CX, and Technology teams to ensure alignment <br>   across systems and to minimise errors or inconsistencies.<br>• A key part of this responsibility is maintaining high data integrity, ensuring that <br>   customer data used for reporting, health scoring, and operational workflows is <br>   accurate, complete, and aligned across platforms.<br><br><span style=\"font-weight: bold\">5. Leadership<br><br></span>Lead a small team responsible for analytics, reporting, and provisioning operations, <br>ensuring clear priorities, strong execution, and high standards of data accuracy and <br>process discipline. The role builds capability in both analytical thinking and <br>operational delivery, with a focus on continuous improvement and scalability.</li>\n</ol>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Experience<br><br></span>• Experience in customer analytics, CX operations, or similar roles<br>• Experience working within subscription or lifecycle-based business models<br>• Proven experience delivering KPI reporting and customer insight in an operational <br>  environment<br>• Experience defining customer health models and embedding them into workflows<br>• Strong experience mapping business processes and translating them into system <br>   execution<br>• Hands-on experience with CRM platforms such as HubSpot<br>• Experience managing or overseeing account provisioning or operational workflows<br><br><span style=\"font-weight: bold\">Skills<br></span><br>• Strong analytical and structured problem-solving capability<br>• Ability to translate data into clear, actionable operational insight<br>• Strong understanding of customer lifecycle metrics and retention drivers<br>• Process-oriented, with the ability to design and document scalable workflows<br>• Strong collaboration skills across CX, systems, and commercial teams<br>• High attention to detail, particularly in data accuracy and operational consistency<br><br><span style=\"font-weight: bold\">Success Measures<br><br></span>• Customer health and KPI frameworks are embedded, actionable, and reported<br>• Customer insight directly drives CX prioritisation and retention outcomes<br>• CX processes are clearly documented, standardised, and system-enabled<br>• Accurate and efficient account provisioning with minimal errors<br>• Reduced manual reporting and improved operational efficiency<br>• High data quality and alignment across customer systems<br><br></p>",
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