Head of Customer Analytics (EdTech)

TL;DR

Head of Customer Analytics (Data Analytics): Leading the Customer Analytics Group to deliver high-quality customer insights and optimize the CX technology ecosystem with an accent on retention, adoption, and data governance. Focus on translating behavioral data into actionable CX strategies, managing global KPI frameworks, and overseeing account provisioning processes.

Location: Hybrid (London, UK) - 2 days per week in office

Company

A global leader in higher education analytics and rankings, recognized as a Gold-accredited Investors in People organization.

What you will do

• Lead the global customer analytics framework, developing churn risk indicators and adoption metrics.
• Own and standardize the global CX KPI framework (CSAT, NPS, retention, churn) and produce executive dashboards.
• Govern customer data across CX-managed systems, ensuring alignment between CRM, product platforms, and finance.
• Oversee the provisioning of customer accounts to ensure subscription terms and entitlements align with commercial agreements.
• Manage the CX technology ecosystem, including ticketing systems, knowledge bases, and AI chatbot solutions.
• Lead and develop the global Customer Analytics Group, fostering a culture of accountability and data quality.

Requirements

• Significant experience in customer analytics, CX operations, or revenue operations.
• Demonstrated experience leading teams in a global or multi-region environment.
• Strong background in subscription business models and lifecycle economics.
• Hands-on experience with CRM systems, CX platforms, and managing data integrations.
• Proficiency with BI and reporting tools to translate complex data into actionable insights for stakeholders.
• Must be based in London, UK to support the hybrid office requirement.

Culture & Benefits

• Flexible working environment that encourages professional and personal growth.
• Gold-accredited Investors in People organization.
• Culture based on collaboration, respect, and mutual support.
• Named as one of Newsweek’s Top 100 Most Loved Workplaces® in the UK.