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 collaboration.
- Why this job: Make a real impact by enhancing customer experiences through data-driven insights.
- 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 in London 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 hybrid work model based in vibrant London or Amsterdam, you'll benefit from a collaborative culture that values diversity and inclusion, alongside ample opportunities for professional growth and development within a high-performing team. This role not only empowers you to lead impactful data-driven initiatives but also positions you at the forefront of enhancing customer experiences on a global scale.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Data & Analytics, Customer Services in London
✨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 joining us.
We think you need these skills to ace Head of Data & Analytics, Customer Services in London
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 submit your application through our website! It’s the best way for us to keep track of your application and ensure it gets the attention it deserves.
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 metrics and KPIs. Brush up on the key performance indicators relevant to customer services and be ready to discuss how you would establish and report on these across multiple regions.
✨Showcase Your AI Savvy
Since this role emphasises an AI-first approach, be prepared to talk about your experience with AI tools. Share specific examples of how you've used AI to enhance data insights or improve forecasting efficiency in previous roles.
✨Communicate Like a Pro
Exceptional communication skills are crucial for translating complex data into impactful stories. Practice explaining technical concepts in simple terms, as you’ll need to engage with non-technical stakeholders effectively.
✨Emphasise Collaboration and Cultural Awareness
This position requires leading a multidisciplinary team across various time zones. Highlight your experience working in diverse teams and how you adapt your style to fit different cultural contexts. Show that you value collaboration and can bridge connections between teams.
