Angi
Technology
LeadAnalyst,CustomerServiceAnalytics
Neural analysis suggests this role is
optimal for Lead candidates.
“Lead Analyst, Customer Service Analytics at Angi. Skills: Customer experience, Operational efficiency, Data analysis. Leverage analytics to understand customer expectations. Leverage analytics to understand customer experiences”
What You'll Achieve.
Enhance customer experience; Enhance operational productivity; Improve customer satisfaction; Improve customer loyalty; Enhance overall operational effectiveness; Ensure efficiency and business impact; Drive measurable business outcomes; Achieve department or organizational goals
Industry & Context.
Data-driven decision making
What They're Looking For.
Must Have
Bachelor's or Master's degree, 8+ years of experience, Experience in data analytics, Focus on customer experience, Focus on operational efficiency, Experience with customer service platforms, Proficiency in customer service analytics tools, Analytical skills, Experience structuring datasets, Experience analyzing datasets, Experience interpreting datasets, Ability to generate insights from data, Implement strategies, Drive measurable business outcomes, Excellent communication skills, Excellent stakeholder management skills, Present complex data clearly, Present complex data actionably, Proficiency in data visualization tools, Proficiency in analytics tools, Experience in customer-centric industries, Focus on improving customer experience
Nice to Have
Salesforce experience is a plus, People management experience is a plus, Experience leveraging AI tools is a plus
What You'll Do.
Leverage analytics to understand customer expectations
Leverage analytics to understand customer experiences
Tailor services to meet customer needs
Analyze customer satisfaction metrics
Measure service levels
Improve service levels
Identify customer pain points
Structure customer feedback
Analyze customer feedback
Address recurring issues proactively
Analyze customer service data
Balance speed and quality
Optimize resource allocation
Enhance operational effectiveness
Steward prioritization of resource allocation
Guide workforce planning
Identify AI-driven opportunities
Streamline data analysis
Improve team productivity
Conduct analyses of experiments
Provide actionable recommendations
Suggest improvements related to processes
Suggest improvements related to products
Suggest improvements related to personnel
Establish key performance indicators
Monitor key performance indicators
Provide regular reports to senior management
Highlight actionable insights
Highlight areas for improvement
Steward data driven decision making
Provide insights to achieve goals
Help direct reports grow professionally
Mentor direct reports
Identify development needs
Create development opportunities
How You'll Work.
Team & Collaboration
Cross-functional teams; Senior management reporting
Communication Scope
Present complex data
Full Job Description
For over 30 years, Angi has powered the future of the home services industry, creating an environment where homeowners and pros benefit from more jobs done well. For homeowners, our platform is a reliable way to find skilled pros. For pros, we're a reliable business partner who helps them find the winnable work they want, when they want. For employees, we're an amazing place to call home. We can't wait to welcome you. Angi at a glance: - Founded in 1995 as Angie’s List and rebranded in 2021 - Global company with 9 brands in 8 countries and employees worldwide - Homeowners have turned to us for 300 million home projects and counting We are seeking a dynamic Lead Analyst for the Commercial & Analytics - International team to play a pivotal role in enhancing customer experience and operational productivity through data-driven insights. The Lead Analyst will focus on analyzing customer service data, identifying pain points, improving products and services, and optimizing operational workflows. In this role, you will have a direct impact on customer satisfaction, loyalty, and the overall success of our operations. You’ll be responsible for stewarding the allocation of resources, managing customer feedback data, and proactively generating insights to continually enhance processes, products, and people. What you’ll do: - Customer Experience Optimization: - Leverage analytics to understand customer expectations and experiences, enabling the team to tailor services and meet customer needs more effectively. - Analyze customer satisfaction metrics such as CSAT, NPS, CES, ART, AHT, and First Contact Resolution to measure and improve service levels. - Identify customer pain points by structuring and analyzing customer feedback and complaints, addressing recurring issues proactively to improve satisfaction. - Operational Efficiency & Resource Management: - Analyze customer service data to balance speed and quality in operations, optimizing processes and resource allocation to enh
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