At a Glance
- Tasks: Lead a talented team to drive data excellence across multiple countries.
- Company: Global leader in customer services with a focus on innovation.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Join a diverse team that values inclusion and creative thinking.
- Why this job: Make impactful decisions using AI and analytics to enhance customer experiences.
- Qualifications: Senior-level experience in analytics and proficiency in AI tools required.
The predicted salary is between 80000 - 100000 £ per year.
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.
Head of Data & Analytics, Customer Services employer: 10bis
As the Head of Data & Analytics for Customer Services, you will join a forward-thinking company that prioritises innovation and excellence across multiple countries. With a strong commitment to employee growth, a collaborative work culture, and a focus on diversity and inclusion, this role offers a unique opportunity to lead a talented team in a hybrid environment based in vibrant London or Amsterdam. The company fosters an AI-first approach, empowering you to make impactful decisions that enhance customer experiences while enjoying the benefits of a supportive and dynamic workplace.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Data & Analytics, Customer Services
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Tailor your answers to show how your experience aligns with their goals, especially around data and analytics.
✨Tip Number 3
Showcase your skills! Bring examples of your work to interviews, especially those involving AI tools and data insights. This will help you stand out as a candidate who can drive results.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Head of Data & Analytics, Customer Services
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Head of Data & Analytics. Highlight your experience with AI tools and analytics functions, and don’t forget to showcase your leadership skills in a global context!
Craft a Compelling Cover Letter:Your cover letter is your chance to tell us why you’re the perfect fit for this role. Share specific examples of how you've driven excellence in customer service analytics and how you can elevate decision-making at StudySmarter.
Showcase Your Communication Skills:We want to see how you can translate complex data into clear stories. Use your application to demonstrate your exceptional communication skills, especially when addressing non-technical stakeholders.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity to lead our analytics team.
How to prepare for a job interview at 10bis
✨Know Your Data Inside Out
As the Head of Data & Analytics, you’ll need to demonstrate a deep understanding of data analytics and AI tools. Brush up on your SQL, Excel, and Tableau skills, and be ready to discuss how you've used these tools to drive insights in previous roles.
✨Showcase Your Leadership Skills
This role involves leading a multidisciplinary team across various time zones. Prepare examples of how you've successfully led teams in the past, focusing on coaching, developing talent, and fostering collaboration in diverse environments.
✨Communicate Clearly and Effectively
You’ll need to translate complex data into impactful stories for non-technical stakeholders. Practice explaining your past projects in simple terms, highlighting the business impact and how your insights drove decision-making.
✨Be Ready to Discuss KPIs and Metrics
Understanding and establishing KPIs is crucial for this role. Come prepared with examples of how you've developed reporting frameworks and assessed customer service risks and opportunities in your previous positions.
