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 Analytics, Operational Efficiency, Data Analysis, Reporting. Leverage analytics to understand customer expectations and experiences. Analyze customer satisfaction metrics (CSAT, NPS, CES, ART,”
What You'll Achieve.
Enhance customer experience; Improve operational productivity; Meet customer needs more effectively; Improve service levels; Improve satisfaction; Enhance overall operational effectiveness; Ensure efficiency and business impact; Improve team productivity; Drive measurable business outcomes; Achieve department or organizational goals
Industry & Context.
Root cause analysis; Data-driven decision making
What They're Looking For.
Must Have
Bachelor's or Master's degree in Data Analytics, Business, Statistics, Economics, or similar, 8+ years of experience in data analytics, Focus on customer experience or operational efficiency, Experience with customer service platforms, Proficiency in customer service analytics tools, Analytical skills with experience in structuring, analyzing, and interpreting large datasets, Ability to generate insights from data and implement strategies that drive measurable business outcomes, Excellent communication and stakeholder management skills, Ability to present complex data in a clear and actionable way, Proficiency in data visualization and analytics tools, Experience in working in customer-centric industries or roles, Focus on improving customer experience
Nice to Have
Salesforce experience is a plus, People management experience is a plus, Experience leveraging AI tools (e.g., Cursor, Claude Code) to optimize workflows is a plus
What You'll Do.
Leverage analytics to understand customer expectations and experiences
Analyze customer satisfaction metrics (CSAT
Identify customer pain points by structuring and analyzing
Address recurring issues proactively to improve satisfaction
Analyze customer service data to balance speed and
Optimize processes and resource allocation to enhance overall
Steward the prioritization of resource allocation across all
Use analytics to guide workforce planning
Continuously identify and implement AI-driven opportunities to streamline
Conduct proactive and reactive analyses of experiments
Provide actionable recommendations based on reliable and statistically
Evaluate outcomes to suggest improvements related to processes
Establish and monitor key performance indicators (KPIs)
Provide regular reports to senior management
Highlight actionable insights and areas for improvement in
Steward data driven decision making by providing insights
Help direct reports grow professionally by mentoring
Identify development needs and creating 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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