Manager, Customer Analytics

Role: Manager, Customer Analytics

Location: UK or Romania

Job type: Full time, permanent – hybrid

Why QS?

At QS, we believe that work should empower you. That’s why we foster a flexible working environment that encourages every employee to own their career whilst flourishing personally and professionally. Our company values underpin everything we do – we collaborate, respect and support each other.

It’s our mission to empower motivated people around the world to fulfil their potential through higher education, ensuring that everyone has access to opportunities that change lives.

Our diversity makes us stronger. By sharing our experiences, we learn from one another and achieve more together, driving progress across the sector.

At QS, you’ll be responsible for implementing real change in the international higher education landscape. You’ll take on meaningful challenges that see a positive impact across the business and the wider sector.

We’re confident you’ll feel right at home here. QS was named as one of Newsweek’s Top 100 Most Loved Workplaces® in the UK (October 2023), recognising the respect, trust and appreciation that drive our culture every day. And as a gold-accredited Investors in People organisation – putting us among the top 28% of workplaces globally – it’s official: QS is a place where everyone can thrive.

The Role

The Manager, Customer Analytics is responsible for embedding customer insight into the day-to-day execution of the CX function. This role owns the delivery and operationalisation of customer lifecycle analytics, KPI reporting, and customer health frameworks, ensuring that insight is not only produced but consistently used across CX and the wider business. A central part of the role is defining and documenting scalable CX processes and working closely with the CX Systems & Tools Lead to ensure those processes are accurately implemented within core platforms such as HubSpot.

The role also has direct accountability for account provisioning operations, ensuring customers are correctly set up across systems in line with commercial agreements.

Key Responsibilities

1. Customer Lifecycle Analytics & Insight (30%)
   
   • Own the development and delivery of customer lifecycle insight across onboarding, 
     adoption, engagement, and renewal. This includes identifying behavioural patterns, 
     highlighting early indicators of churn risk, and defining the drivers of strong adoption 
     and retention.
   • The role standardises lifecycle analytics globally, ensuring consistency in 
     definitions, outputs, and how insights are applied. A key expectation is that insights 
     are directly tied to actions—enabling CX teams to prioritise accounts, trigger 
     interventions, and improve retention outcomes.
   
   2. Customer Health Framework & KPI Reporting (30%)
   
   • Lead the execution of the global CX KPI framework, including retention, churn, 
      adoption, engagement, CSAT, NPS, and customer health scoring.
   • The role contributes to the design of the customer health model and is responsible 
      for how it is implemented and used in practice. This includes ensuring that health 
      scores and KPIs are visible, accessible, and actionable for CX teams and 
      stakeholders across the business - primarily through system-enabled views such as 
      dashboards and workflows within HubSpot.
   • This responsibility also includes embedding KPI reporting into business rhythms 
      (monthly, quarterly), ensuring consistency of definitions, and enabling stakeholders 
      to self-serve and interpret performance data effectively
   
   3. Business Process Mapping & Systems Enablement (20%)
   
   • Own the mapping, documentation, and continuous improvement of core CX 
      business processes across the customer lifecycle, including onboarding, 
      engagement tracking, intervention workflows, and renewal management.
   • Work in close partnership with the CX Systems & Tools Lead to ensure these 
      processes are accurately translated into system workflows, data structures, and 
      automation within platforms such as HubSpot. This includes defining requirements, 
      supporting implementation, and ensuring that systems reflect how the business is 
      intended to operate.
   • The focus is on building scalable, standardised, and system-enabled processes that 
      reduce manual effort and drive consistency across regions
   
   4. Account Provisioning & Data Integrity (20%)
   
   • Oversee the provisioning of customer accounts across platforms, ensuring that 
      access, entitlements, and configurations accurately reflect commercial 
      agreements.
   • This includes managing the operational processes that ensure customers are set up 
      correctly at onboarding and maintained throughout the lifecycle. The role works 
      closely with Sales Operations, CX, and Technology teams to ensure alignment 
      across systems and to minimise errors or inconsistencies.
   • A key part of this responsibility is maintaining high data integrity, ensuring that 
      customer data used for reporting, health scoring, and operational workflows is 
      accurate, complete, and aligned across platforms.
   
   5. Leadership
   
   Lead a small team responsible for analytics, reporting, and provisioning operations, 
   ensuring clear priorities, strong execution, and high standards of data accuracy and 
   process discipline. The role builds capability in both analytical thinking and 
   operational delivery, with a focus on continuous improvement and scalability.

Experience

• Experience in customer analytics, CX operations, or similar roles
• Experience working within subscription or lifecycle-based business models
• Proven experience delivering KPI reporting and customer insight in an operational 
  environment
• Experience defining customer health models and embedding them into workflows
• Strong experience mapping business processes and translating them into system 
   execution
• Hands-on experience with CRM platforms such as HubSpot
• Experience managing or overseeing account provisioning or operational workflows

Skills

• Strong analytical and structured problem-solving capability
• Ability to translate data into clear, actionable operational insight
• Strong understanding of customer lifecycle metrics and retention drivers
• Process-oriented, with the ability to design and document scalable workflows
• Strong collaboration skills across CX, systems, and commercial teams
• High attention to detail, particularly in data accuracy and operational consistency

Success Measures

• Customer health and KPI frameworks are embedded, actionable, and reported
• Customer insight directly drives CX prioritisation and retention outcomes
• CX processes are clearly documented, standardised, and system-enabled
• Accurate and efficient account provisioning with minimal errors
• Reduced manual reporting and improved operational efficiency
• High data quality and alignment across customer systems