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Head of Customer Analytics
Full-time
Role: Head of Customer Analytics
Location: UK, London
Job type: Full time, permanent – hybrid (
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:
You will lead the Customer Analytics Group and be responsible for delivering high-quality customer insight, governing customer data, and optimising the CX technology ecosystem to support retention, adoption, and customer experience & satisfaction.
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
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
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
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
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.
CX Technology & Systems Management
Lead oversight of the CX technology ecosystem
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
Operational Improvement & Scalability
Drive standardisation of global CX reporting and analytics processes
Establish clear SLAs and service expectations within the analytics function
Cross-Functional Partnership
Partner closely with cross-functional teams
Provide insight to support renewal forecasting and retention initiatives
Ensure customer behaviour data informs product enhancement discussions
Support commercial planning cycles with structured analysis
Key skills and 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 g
