Insight Lead (Customer Experience)

Location: London, UK; Workplace: Hybrid

Company

hirify.global operates across manufacturing, customer care, and shipping to improve the end-to-end customer experience.

What you will do

• Connect data from AI bots, human support, factory operations, and logistics milestones to identify trends, risks, and commercial opportunities.
• Analyze support tickets, chat logs, CSAT, NPS, and contact-per-order metrics to identify root causes and improve self-service and operational processes.
• Build and maintain automated dashboards that provide accurate, single-source-of-truth reporting.
• Develop business cases for technical tools, AI implementations, channel optimization, and unified customer journey analytics.
• Partner with planning stakeholders to integrate data insights into customer care, shipping, and production forecasting.
• Coach a small team of analysts and create frameworks and roadmaps that prioritize high-value operational improvements.

Requirements

• Significant experience in customer experience analytics, business intelligence, or customer insights.
• Direct people-management experience with a record of developing analyst talent.
• Advanced data analytics and data-modeling skills across platforms such as Zendesk and Looker.
• Hands-on experience or strong working interest in AI automation tools such as Claude and Hex.
• Strong commercial acumen and the ability to translate complex data into clear operational recommendations.
• Ability to prioritize high-value objectives and manage stakeholder expectations in fast-paced environments.

Nice to have

• Experience in supply chain or manufacturing analytics.
• Experience integrating production-line metrics into customer support and logistics ecosystems.

Culture & Benefits

• Permanent hybrid role based in London.
• Collaboration with analysts based in Amsterdam and cross-functional partners.
• Opportunity to influence margin, revenue, customer lifetime value, and operational efficiency.