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.