Head of Data & Analytics (Customer Service) in London

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. 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 across a complex global organisation.

Key Responsibilities

• You will define and standardise global customer service KPIs and reporting frameworks to ensure consistency and clarity across markets.
• You will lead advanced analytics, predictive modelling, and insight generation to identify risks, opportunities, and performance trends across Customer Services operations.
• A key part of your role will be translating complex data into clear, actionable insights for senior leadership, enabling faster and more effective decision-making.
• You will oversee the development of business cases, performance deep-dives, and post-implementation evaluations for major initiatives, ensuring measurable impact and accountability.
• You will champion data-driven strategies around customer satisfaction, operational productivity, and compensation spend efficiency.
• You will also collaborate closely with central data and platform teams to align methodologies, reduce duplication, and improve analytical capability across the organisation.
• In addition, you will lead, mentor, and develop a high-performing analytics team operating across multiple countries and time zones.

Candidate Profile

The ideal candidate is a senior analytics leader with strong experience operating in complex, global, matrix organisations. You bring a proven ability to turn large, complex datasets into strategic insights and business recommendations that influence senior stakeholders. You are comfortable leading through data, storytelling, and influence, and you have strong commercial awareness alongside technical depth. Experience working with AI-enabled analytics tools, automation, or advanced forecasting techniques is highly desirable.

Requirements

• You should bring strong experience leading analytics or data functions in large-scale organisations, ideally within customer operations, technology, logistics, or platform-based businesses.
• Advanced technical capability in tools such as SQL, Excel, Tableau, and large dataset management is expected.
• You will have exceptional communication skills and a track record of translating analytical output into clear business impact for non-technical audiences.
• Strong leadership experience managing diverse, international teams is essential.
• A background demonstrating curiosity, innovation, and continuous improvement in data-driven environments will be highly valued.

Why Apply?

This is a high-impact leadership role in a globally recognised technology-driven business where data plays a critical role in shaping customer experience. You will have the opportunity to build and scale an analytics function, influence global strategy, and directly improve operational performance across multiple markets. The environment is fast-paced, collaborative, and highly international, with strong emphasis on innovation, AI adoption, and continuous improvement.