Head of Data & Analytics – Customer Services
London or Amsterdam | Hybrid Working
Are you a strategic data leader who thrives on turning complex data into business-critical decisions at scale?
An exceptional opportunity has arisen for a Head of Data & Analytics to lead a high-performing international analytics function supporting Customer Services operations across multiple global markets. This is a highly visible leadership role with direct influence on executive decision-making, customer experience strategy, operational performance, and AI-driven transformation initiatives.
Working at the intersection of data, technology, customer operations, and commercial performance, you will be responsible for developing an AI-first analytics strategy that enables leadership teams to make faster, smarter, and more impactful decisions across a large-scale international operation.
This role offers the opportunity to shape the future of customer experience through advanced analytics, predictive modelling, automation, and data-driven insights while leading a talented team of analysts and data specialists operating across multiple countries and time zones.
Key responsibilities include:
• Defining and implementing a global data and analytics strategy for Customer Services operations
• Establishing consistent KPI frameworks, reporting standards, and performance measurement across international markets
• Delivering actionable insights that identify operational risks, growth opportunities, and customer experience improvements
• Driving the adoption of AI-powered analytics, forecasting, and decision-support tools
• Developing robust business cases and post-implementation reviews for major strategic initiatives
• Providing executive-level insight into customer satisfaction, compensation spend, operational productivity, and service performance
• Collaborating with central data, technology, and platform teams to ensure alignment and best practice sharing
• Leading, mentoring, and developing a high-performing analytics team across multiple geographies
• Translating complex analytical findings into clear and compelling recommendations for senior stakeholders
The successful candidate will possess:
• Significant experience leading large-scale analytics functions within complex international organisations
• A strong track record of building and leading high-performing data and analytics teams
• Experience leveraging AI and advanced analytics tools to improve forecasting, reporting, and operational performance
• Advanced technical expertise in SQL, Tableau, Excel, and large-scale data environments
• Exceptional communication and stakeholder management skills, with the ability to influence senior leadership teams
• Strong commercial awareness and a deep understanding of how data can drive business performance and customer outcomes
• Experience operating within fast-paced, matrixed, and international environments
This role would suit a commercially minded data leader who combines technical excellence with strategic thinking and enjoys working in a high-growth, customer-focused environment.
Why join?
This is an opportunity to join a globally recognised technology-driven business that operates at enormous scale and continues to invest heavily in data, AI, and customer experience. You'll work alongside senior leaders, influence business strategy, and help shape the future of customer operations across multiple international markets.
Location: London or Amsterdam
Hybrid Working: Minimum 3 days per week in the office
Salary: Competitive & additional benefits
Please apply directly via LinkedIn