About This Role
Are you ready to elevate decision‑making in a global operation? As our Head of Data & Analytics for Customer Services (CS), you will lead, deliver, and care for a talented team, driving excellence across 14 European countries, Canada, and Israel. You will spearhead an AI‑first approach to reporting, predictive modeling, and operational insights, empowering our leadership to make faster, smarter decisions that directly enhance the customer experience.
Location: London or Amsterdam (Hybrid, minimum 3 days per week in office) Reporting to: EVP Customer Services
Key Responsibilities
- Establish consistent operational Key Performance Indicators (KPIs) and reporting frameworks globally.
- Deliver proactive assessments of customer service risks and opportunities by analyzing core metric trends.
- Build robust, independent business cases and post‑implementation reviews for major global initiatives.
- Champion priority insights around compensation spend, satisfaction drivers, and operational productivity.
- Bridge connections with central data and platform teams to share best practices and de‑duplicate efforts.
- Lead, coach, and develop a high‑performing, multidisciplinary analytics team across multiple time zones.
Qualifications
- Deep, senior‑level experience leading analytics functions within complex, global matrix organizations.
- Proven capability utilizing Artificial Intelligence (AI) tools to maximize data insights and forecasting efficiency.
- Advanced technical fluency with SQL, Excel, Tableau, and managing large, complex datasets.
- Exceptional communication skills, with a proven ability to translate data into clear, impactful stories for non‑technical stakeholders.
- Strong commercial instincts with a commitment to alignment across financial and business priorities.
- A collaborative mindset that thrives on cultural diversity and flexing styles across international markets.
- Natural curiosity and a proactive attitude that constantly challenges the status quo with bold solutions.
Inclusion, Diversity & Belonging
We’re committed to creating an inclusive culture, encouraging diversity of people and thinking, in which all employees feel they truly belong and can bring their most colorful selves to work every day.
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