Head of Data & Analytics (Customer Service)

A leading global online delivery platform is seeking a Head of Data & Analytics to lead its Customer Services analytics function across multiple international markets. This is a senior leadership role responsible for building data-driven decision-making capability across Customer Services operations spanning Europe, Canada, and Israel. The role is based in Amsterdam or London (hybrid, 3 days onsite) and reports to the EVP Customer Services.

You will lead a multidisciplinary analytics team and shape how data, reporting, and AI-driven insights are used to improve customer experience at scale. The role is central to defining operational performance frameworks, enabling smarter business decisions, and improving efficiency, cost management, and customer satisfaction.

Key Responsibilities

• Define and standardise global customer service KPIs and reporting frameworks for consistency across markets

• Lead advanced analytics, predictive modelling, and insight generation to identify risks, opportunities, and performance trends

• Translate complex data into clear, actionable insights for senior leadership

• Oversee development of business cases, performance deep-dives, and post-implementation evaluations for major initiatives

• Champion data-driven strategies around customer satisfaction, operational productivity, and compensation spend efficiency

• Collaborate with central data and platform teams to align methodologies and improve analytical capability

• Lead, mentor, and develop a high-performing analytics team across multiple countries and time zones

Candidate Profile & Requirements

• Senior analytics leader with strong experience operating in complex, global, matrix organisations

• Proven ability to turn large, complex datasets into strategic insights and business recommendations

• Comfortable leading through data, storytelling, and influence, with strong commercial awareness and technical depth

• Experience working with AI-enabled analytics tools, automation, or advanced forecasting techniques is highly desirable

• Strong experience leading analytics or data functions in large-scale organisations, ideally within customer operations, technology, logistics, or platform businesses

• Advanced technical capability in tools such as SQL, Excel, Tableau, and large dataset management

• Exceptional communication skills and a track record of translating analytical output into clear business impact

• Strong leadership experience managing diverse, international teams