Angi
E-Commerce
LeadAnalyst,CustomerServiceAnalytics
Neural analysis suggests this role is
optimal for Lead candidates.
“Lead Analyst, Customer Service Analytics at Angi. Skills: Customer Experience Optimization, Operational Efficiency, Data-Driven Experimentation, Performance Metrics Reporting. Leverage analytics for customer expectations. Analyze customer satisfaction metrics”
What You'll Achieve.
Enhance customer experience; Improve operational productivity; Meet customer needs effectively; Improve service levels; Improve satisfaction; Enhance operational effectiveness; Ensure efficiency and business impact; Streamline data analysis; Improve team productivity; Drive measurable business outcomes; Improve processes; Improve products; Improve personnel; Achieve department goals; Achieve organizational goals
Industry & Context.
Identify pain points; Proactive issue resolution; Generate insights; Actionable recommendations
What They're Looking For.
Must Have
Bachelor's or Master's degree, 8+ years data analytics experience, Customer service platforms experience, Customer service analytics tools proficiency, Analytical skills, Structure, analyze, interpret datasets, Generate insights from data, Implement strategies, Communication skills, Stakeholder management skills, Present complex data clearly
Nice to Have
Salesforce experience is a plus, People management experience is a plus, Leveraging AI tools is a plus
What You'll Do.
Leverage analytics for customer expectations
Analyze customer satisfaction metrics
Identify customer pain points
Analyze customer service data
Steward resource allocation prioritization
Guide workforce planning
Identify AI-driven opportunities
Conduct analyses of experiments
Establish performance indicators
Monitor key performance indicators
Provide regular reports
Steward data driven decision making
Help direct reports grow
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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