Head of Data & Analytics

Our client is looking for a strategic analytics leader to drive data-driven decision-making across a large international customer operations function. This is an opportunity to lead a high-performing team responsible for transforming operational data into actionable insights, helping senior leaders improve service quality, efficiency, and customer outcomes at scale.

Operating across multiple countries and diverse markets, you will oversee analytics strategy, performance reporting, forecasting, and insight generation. You will play a pivotal role in advancing the use of artificial intelligence and predictive analytics to support operational excellence and long-term business growth.

Location: Flexible within major European hubs (hybrid working model)

Reporting to: Senior Executive, Customer Operations

Key Responsibilities

Analytics Strategy & Performance Management

• Develop and implement a unified performance measurement framework across international customer support operations.
• Establish meaningful operational metrics and ensure consistent reporting standards across regions.
• Deliver forward-looking insights that identify emerging risks, service challenges, and improvement opportunities.
• Drive data governance and reporting accuracy to support confident decision-making at all leadership levels.

Business Insight & Decision Support

• Create data-backed recommendations for strategic investments, operational changes, and transformation initiatives.
• Evaluate programme effectiveness through structured impact assessments and performance reviews.
• Provide actionable analysis on customer satisfaction, operational efficiency, workforce performance, and service costs.
• Support executive stakeholders with clear, evidence-based narratives that simplify complex data.

Innovation & AI Enablement

• Lead the adoption of AI-powered analytics, forecasting, and decision-support capabilities.
• Explore emerging technologies that enhance insight generation, automation, and operational visibility.
• Promote a culture of experimentation and continuous improvement through advanced analytical methods.

Leadership & Collaboration

• Manage and develop a geographically dispersed team of analysts, data specialists, and insight professionals.
• Foster collaboration across product, technology, finance, and data teams to maximise organisational impact.
• Encourage knowledge sharing, standardisation, and scalable best practices across markets.
• Build strong relationships with senior stakeholders and act as a trusted advisor on operational performance.

Candidate Profile

We're looking for a leader who combines technical expertise with commercial awareness and strong people leadership.

Essential Experience

• Significant experience leading analytics, business intelligence, or data functions within large multinational organisations.
• Demonstrated success managing cross-functional teams in complex stakeholder environments.
• Strong understanding of customer operations, service performance, or contact centre analytics.
• Experience leveraging AI and advanced analytics techniques to improve forecasting and decision-making.

Technical Skills

• Advanced proficiency in SQL and data analysis methodologies.
• Extensive experience working with business intelligence and visualisation tools.
• Strong capability in handling large-scale datasets and transforming them into practical business insights.
• Familiarity with predictive modelling, performance forecasting, and operational reporting frameworks.

Leadership & Communication

• Ability to communicate complex analytical findings in a clear and compelling manner.
• Strong influencing skills with experience engaging executive-level stakeholders.
• Commercial mindset with the ability to balance customer outcomes, operational performance, and financial objectives.
• Adaptable leadership style suited to diverse teams and international environments.

Personal Attributes

• Naturally inquisitive and motivated by solving complex business challenges.
• Comfortable operating in fast-moving environments with evolving priorities.
• Collaborative, pragmatic, and focused on delivering measurable impact.
• Passionate about developing people and building high-performing teams.

What You'll Gain

This role offers the chance to influence strategic decisions at an international scale while leading a talented analytics function. You'll work alongside experienced professionals in a collaborative environment that values innovation, continuous learning, and data-driven thinking.

You'll have the autonomy to shape analytics capabilities, introduce new technologies, and help define how customer operations evolve in the years ahead.

Diversity & Equal Opportunity

We are committed to building an inclusive workplace where individuals from all backgrounds can thrive. We welcome diverse perspectives and believe that varied experiences strengthen our teams, our culture, and the solutions we create.

Interested?

If you're excited by the prospect of leading a global analytics team and using data to transform customer operations, we'd love to hear from you.