Lead Analyst Service Improvement

Serve as the strategic liaison between Global Presales, Global Customer Success Managers, and Digital Customer Operations, ensuring seamless alignment between customer expectations, service delivery, and operational capabilities. Meet customers regularly, virtually and in person, to understand their support experience, expectations, and emerging needs; participate in onboarding, service reviews, and improvement planning. Analyze customer satisfaction results, Voice of Customer insights, complaints, service interactions, and operational performance data to identify trends, recurring pain points, risks, and improvement opportunities. Gather and document feedback from customer meetings and site visits, share findings with Customer Success and operational teams, and follow up on agreed actions. Determine the root causes of customer dissatisfaction by correlating feedback with incidents, cases, service performance, operational processes, and customer outcomes. Translate customer and operational insights into prioritized service improvement initiatives with defined owners, timelines, success measures, and expected business outcomes. Own and govern customer service improvement plans, ensuring actions are tracked, executed, escalated where required, and delivered to completion with measurable results. Lead and coordinate global digital customer support teams through the Build-to-Run transition for new customers, products, and services, ensuring onboarding, operational readiness, support processes, knowledge transfer, and service handover are effectively managed. Drive capacity planning and operational readiness across global digital customer support teams, proactively identifying resource, demand, and service delivery risks. Maintain and prioritize the customer experience improvement backlog, tracking dependencies, risks, actions, and progress through closure. Validate that implemented improvements deliver measurable gains in customer satisfaction, service quality, operational performance, and overall customer experience. Identify opportunities to enhance customer experience and reduce customer effort through process optimization, automation, AI, self-service capabilities, and continuous improvement practices.

Desired Candidate Profile

At least 5 years of experience in customer experience, customer operations, service improvement, continuous improvement, quality, service management, or a related discipline. Demonstrated experience analyzing customer feedback, satisfaction measures, complaints, and operational data and converting findings into actionable priorities. Proven ability to lead cross-functional improvement actions from problem identification and root-cause analysis through implementation, validation, and closure. Strong understanding of Voice of Customer practices, customer experience measurement, customer journey pain points, and service improvement planning. Good understanding of IT operations, managed services, customer support processes, incident and case management, onboarding, and build-to-run transitions. Strong analytical, problem-solving, and root-cause analysis capability, with the ability to combine qualitative and quantitative evidence. Experience using ServiceNow, Power BI, Excel, or comparable service management and analytics tools to monitor performance and communicate insights. Strong stakeholder management and influencing skills, with the ability to coordinate global teams, establish accountability, and drive actions without direct authority. Strong planning and execution skills, including backlog prioritization, action tracking, risk escalation, capacity awareness, and outcome measurement. Confident in customer-facing meetings and service reviews, with the ability to listen, gather actionable feedback, and communicate improvement progress. Bachelor's degree in Business, IT, Engineering, Data Analytics, Customer Experience, or a related field, or equivalent relevant professional experience. NICE-TO-HAVE Experience in technology, aviation, managed services, or a global customer support environment. ITIL, Lean Six Sigma, Project Management, Customer Experience, or Data Analytics certification. Practical experience using automation, AI, self-service, or knowledge management to improve customer and operational outcomes. Willing and able to travel up to 20% per year to meet customers and support onboarding, service reviews, and improvement activities.