Customer Service Lead Analyst

Salary from: £55,000 - £68,750 per annum

Full Time / Permanent

Flexible /Hybrid options available - hybrid available within any SP Group offices (Glasgow / Prenton)

Closing Date:
Thursday 8th of October 2026

The Customer Service Lead Analyst will lead a newly formed data team at a pivotal point in its development. They will shape how the team works and lead the move from reactive, spreadsheet-led reporting to modern reporting and useful insight that helps Customer Service improve performance.

The postholder will be expected to bring their own ideas and experience, make the best use of the tools available and identify practical solutions. They will lead the development of trusted reporting systems and dashboards using Tableau, Power BI and other appropriate tools.

They will then lead the team to use the data available to understand what is happening, identify where improvement is needed and turn this into clear recommendations for operational teams. Working alongside those teams, they will support action through to delivery and measure whether it has improved performance and customer outcomes.

The role will set priorities, manage workload, assure quality and develop the team. It will also provide leadership for regulatory, executive and business-critical reporting and represent Performance, Reporting & Insight on key projects.

Lead the delivery of accurate, timely and meaningful reporting and insight, providing a single trusted view of performance across Customer Service. Ensure outputs support operational control, customer outcomes, regulatory obligations and strategic decisions.

Build strong relationships across Customer Service and wider business functions. Act as a trusted adviser to senior leaders, understand the decisions they need to make and ensure reporting and insight translate into action.

Lead the design and development of dashboards, scorecards, KPI reporting and data visualisations using appropriate analytical tools. Ensure outputs are intuitive, proportionate and focused on the decisions and actions they support.

Provide analytical oversight and assurance for regulatory, executive and external reporting. Maintain clear definitions, ownership, controls and audit trails so that performance information is accurate, consistent and trusted.

Set technical standards across reporting, analytics and business intelligence. Establish appropriate methodologies and quality assurance, act as the escalation point for complex analytical issues and develop capability across the team.

Interrogate complex datasets to identify trends, root causes, risks and opportunities. Convert findings into evidence-based recommendations that improve customer outcomes, operational performance and efficiency, and track whether interventions deliver the intended result.

Lead the provision of timely analytical support during major incidents, storms and business-critical events. Ensure leaders have access to clear, accurate and appropriately controlled real-time information for decision-making, prioritisation and customer communications.

Represent Performance, Reporting & Insight on high-profile and business-critical projects. Define data and reporting requirements early, challenge assumptions and ensure data-led thinking is embedded throughout delivery.

Lead, coach and develop the data team. Set clear priorities and accountabilities, manage workload and resources, assure delivery and build a high-performing culture with strong technical and business capability.

Drive proportionate adoption of modern reporting and analytical technologies. Reduce manual effort through automation, improve the usability of reporting products and expand effective self-service insight while maintaining governance and control.

• Significant experience in a senior data, reporting, analytics, business intelligence or insight role, including leadership of people, projects or complex analytical work streams.
• Proven ability to lead a data team, set priorities, manage competing demand, assure quality and develop others.
• Advanced analytical capability, including interrogating…