Ready for a challenge?
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
These are some of the key components to the position:
* 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.
What will you bring to the team?
* 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.
At JET, this is how we play
Our teams forge connections internally and work with some of the best-known brands on the planet, giving us truly international impact in a dynamic environment. Being the best at what we do isn’t just about delivering on our strategy. It's a competition for something incredibly valuable – our customers' choice.
Every time a customer decides where to order, they're picking a side. At the heart of the JET Customer League are our values and behaviours. They guide every interaction, every decision, every innovation. These are the actions we need to perform consistently and brilliantly, to surpass the competition and earn our customers’ loyalty, again and again.
Fun, fast-paced and supportive, the JET culture is about movement, growth, helping one another to succeed and celebrating wins. By truly living our values and embodying our behaviours, we’re building a customer-first culture which enables us to stay one step ahead of the competition.
Inclusion, Diversity & Belonging