About us:
One team. Global challenges. Infinite opportunities. At Viasat, we’re on a mission to deliver connections with the capacity to change the world. For more than 35 years, Viasat has helped shape how consumers, businesses, governments and militaries around the globe communicate. We’re looking for people who think big, act fearlessly, and create an inclusive environment that drives positive impact to join our team.
What you'll do:
The Insights, Analytics & Reporting Lead is responsible for building and driving a data‑driven culture across the organization by delivering actionable insights, advanced analytics, and high‑quality reporting. This role also leads the strategy and execution for Customer Experience (CX), Customer Satisfaction (CSAT), and Continuous Improvement, ensuring that business decisions are informed by robust data and that customer feedback is translated into meaningful operational enhancements.
The ideal candidate is both analytically strong and customer‑centric—someone who can combine data science, business acumen, and process improvement to elevate customer outcomes and organizational performance.
The day-to-day:
Insights, Analytics & Reporting
- Lead the design, development, and delivery of dashboards, analytics models, and performance reports across operational and customer metrics.
- Own data governance and reporting standards to ensure accuracy, consistency, and quality across all business functions.
- Translate complex data into clear narratives, recommendations, and insights for executives and cross‑functional teams.
- Partner with Technology/Data teams to improve data availability, automation, and reporting tool-sets.
- Identify trends, opportunities, and risks using predictive analytics and root‑cause analysis.
Customer Experience & CSAT Ownership
- Develop and execute the CX strategy aligned to company objectives and customer needs.
- Own the end‑to‑end CSAT measurement program, including survey design, deployment, analysis, and closed‑loop follow‑up.
- Build voice‑of‑customer (VoC) frameworks and feedback channels to capture actionable customer insights.
- Partner with product, operations, support, and commercial teams to embed customer insights into decision‑making.
- Monitor customer journeys and define improvements that drive satisfaction, loyalty, and business value.
Continuous Improvement
- Lead continuous improvement initiatives using Lean, Six Sigma, or similar methodologies to optimize processes and enhance customer and operational outcomes.
- Facilitate workshops, root‑cause analysis sessions, and cross‑functional problem solving.
- Define, track, and report on performance against KPIs related to CX, operational efficiency, and service quality.
- Champion a culture of innovation, experimentation, and evidence‑based improvement.
What you'll need:
- Bachelor’s degree in data analytics, business, operations, or a related field (Master’s preferred).
- 5–10+ years of experience in analytics, insights, CX, continuous improvement, service delivery management, or similar roles.
- Strong experience with BI tools (Power BI, Tableau, Looker) and advanced analytics (SQL, Python/R preferred).
- Proven track record improving customer experience and driving measurable process improvements.
- Strong communication skills with the ability to influence senior leaders and present insights clearly.
- Experience with Lean, Six Sigma, or formal continuous improvement frameworks (certification a plus).
- Ability to connect data and customer insights to strategic business recommendations.
- Ability to obtain UK and NATO security clearances
What will help you on the job:
- Data‑driven decision making
- Strategic and analytical thinking
- Customer‑centric mindset
- Problem‑solving and root‑cause analysis
- Continuous improvement and process optimization
- Stakeholder management and communication
- Storytelling with data
- Execution and change leadership
Government contract driving:
An essential function of this position for the work performed under a government contract requires driving a Viasat-owned vehicle. As such, participation in our Drug-Alcohol program is required which includes pre-employment testing and random testing.
EEO statement:
Viasat is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, ancestry, physical or mental disability, medical condition, marital status, genetics, age, or veteran status or any other applicable legally protected status or characteristic. If you would like to request an accommodation on the basis of disability for completing this on-line application, please click here.
