Customer Intelligence Analyst

Who we are: At Frontiers, our purpose is simple yet ambitious: to make science open. We believe open science empowers the global scientific community to accelerate discovery and develop the solutions needed for healthy lives on a healthy planet. We are one of the world’s largest and most influential open-access research publishers. Every article we publish is peer-reviewed and quality-certified, ensuring research is accessible to everyone, everywhere. To date, Frontiers research has been viewed over 4 billion times, demonstrating the real-world impact of science without barriers. Joining Frontiers means being part of a global, mission-driven organization at the intersection of science, technology, and innovation — working alongside passionate colleagues who care deeply about advancing knowledge for the benefit of society. To learn more about our impact and culture, please watch this video. About the role: We’re looking for a Customer Intelligence Analyst to join our team and play a central role in how Frontiers delivers customer service. Embedded in our Customer Intelligence team within the Strategy division and working closely with a Customer Experience (CX) Owner, you’ll help drive the implementation, improvement, and maintenance of our customer service operations — from managing feedback and product issues to analysing contact data trends and identifying opportunities for change. At Frontiers, we take an AI-first approach to customer service, and this role sits at the heart of that strategy. You’ll help shape how we use AI and supporting tools to improve the customer experience. If you enjoy working with data, spotting patterns, and turning insight into action, this is a role where you can make a real impact. Key Responsibilities: Analyze customer service data across all channels and identify trends, recurring issues, and root causes affecting satisfaction. Build and maintain dashboards and reports, presenting findings clearly to both technical and non-technical stakeholders. Review workflows and SOPs to find inefficiencies and recommend improvements to handle time, quality, and customer experience. Work with CRM platforms such as Salesforce, work with AI such as Claude, and other tools like Tableau to extract, visualise, and maintain accurate data. Collaborate with team leads, managers, and training teams to turn insights into action plans and support quality assurance initiatives. Experience in customer service, operations, business analysis, or a similar analytical role. Strong experience in and/or aptitude towards AI and AI-driven customer service strategies. Strong analytical skills, with the ability to interpret data and translate it into clear, practical insights. Proficiency with Excel or Google Sheets (pivot tables, lookups, formulas, charts) and comfortable working with large data sets across multiple systems. Excellent written and verbal communication skills, with fluent English, with the ability to present findings to non-technical stakeholders. Strong attention to detail, structured problem-solving, and the ability to manage multiple priorities independently. Customer-focused mindset with empathy for both customers and frontline agents. Comfortable challenging the status quo and proposing improvements across teams and levels. Experience with a customer service platforms (e.g. Salesforce), AI (e.g. Claude) and data platforms such as Tableau. We prioritize office presence and emphasize in-person collaboration, but also offer appropriate adjustments where needed, in line with company policy Extra wellbeing days on top of your annual leave allowance Up to 3 paid volunteering days each year 24/7 confidential Employee Assistance Program (wellbeing, mental health, legal & financial support) Learning & development support via the Frontiers Learning Hub Competitive local benefits country dependent (e.g. healthcare and pension/retirement provision) Equal opportunity statement Frontiers actively embraces diversity and is a safe and welcoming workplace. Recruitment is free from discrimination – including based on race, national or ethnic origin, age, religion, disability, sex, gender identity or sexual orientation. With employees from more than 50 different nations, our diversity creates vibrant teams and constantly challenges us to appreciate multiple perspectives.