Director of Analytics

Director of Analytics | Consumer Tech | London

Our client is a high-growth, globally recognised consumer tech business, and customer service sits at the centre of how it serves millions of customers. It is the largest customer-facing part of the organisation, and the data behind it directly shapes decisions on cost, customer experience and the use of automation and AI.

This is a high-profile appointment. The Director of Analytics will have a seat at the leadership table, working as a strategic partner to the heads of Operations and Product, with visibility across the wider business and real influence over where the organisation invests next. You will lead a team of 12 managers and analysts, setting the direction for how insight is used across customer service.

The role

• Provide strategic leadership for customer service analytics, acting as the analytical voice in senior discussions and turning data into the direction the business acts on
• Lead and develop a multi-location team of 12 managers and analysts, raising the bar for analytical quality and stakeholder impact
• Build the team’s leadership layer and shape its structure, hiring and growth
• Own the metrics that define customer service performance, ensuring the business has one trusted view of the truth
• Measure the real impact of automation, AI and self-serve on customer outcomes and cost
• Use experimentation and robust analytical methods to separate what works from what only looks like it works
• Guide capacity planning and forecasting, balancing customer experience, operational cost and team capacity in every major decision
• Move the team’s time from routine reporting to decision-driving insight, through self-serve and well-governed data

About you

• Significant experience leading analytics teams, ideally including managers or team leads, with a track record of building high-performing teams
• Strong commercial and strategic judgement: you structure ambiguous problems, prioritise with senior stakeholders and shape direction
• You will have come from a technical background, so you know what good looks like across a stack of SQL, Python, Snowflake, dbt and Lightdash, and can guide and challenge your team’s work with credibility
• Experience with experimentation, metric and KPI frameworks, and measuring the impact of change
• Excellent communication and influencing skills, with the ability to turn data into compelling narratives for senior and executive audiences
• Experience with data visualisation tools and strong data storytelling
• Proactive and outcome-driven, going beyond the analysis to get things done

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