Head of Analytics and Innovation
- Operations
- Technology
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Requirements*
- About 10 years’ experience
- In high-paced and high-volume customer service operations
- Leverages technology for process improvement
- Analytical problem solver
- Leadership and stakeholder management experience
- Fluent in English
* Research shows that while male candidates feel confident enough to apply when they meet about 60% of the requirements, female candidates only apply when they tick every box. So if this role has your name on it, but you’re not sure about the criteria, we still want to hear from you.
Download volledig profiel
Odido is a leading telecom provider in The Netherlands, committed to becoming the ‘Customer Champion’ for its eight million household and business customers. The Head of Analytics and Innovation drives relentless improvement of customer operations through technology and data while collaborating with teams and company-wide stakeholders.
About Odido
Odido has expanded far beyond its traditional role as a leading telecom provider in The Netherlands. They have also become an agile pioneer in the market with a clear ambition: to become the undisputed ‘Customer Champion.’
Their strategy is to focus on highly effective customer operations, which will increase customer satisfaction and reduce costs. Their focus is visible at every level of the organization. The Executive Team prioritizes investments in customer operations and has been divided and tasked with mass market and business-to-business leadership to stay closer to their customers. The company culture is cross-functional, with an agile way of working, and frontline employees are equipped with data and analytics to improve day-to-day service quality.
Odido’s strategic focus is unique in the industry and backed by its investors Apax Partners, a leading private equity firm; and Warburg Pincus, a global growth investor, who acquired the company in 2021. By rebranding and repositioning in 2023, Odido showcased its strategic commitment to the organization’s two thousand employees, eight million customers, and all its stakeholders.
Odido’s culture reflects unity — working as one team with diverse backgrounds and all sharing a strong purpose. The employees’ can-do attitude is core to the high level customer service Odido delivers, to their ability to innovate, and their continuous improvements. The Head of Analytics and Innovation drives success from within the Management Team of the Chief Operating Officer in The Hague.
Vacancy: Head of Analytics and Innovation
The Head of Analytics and Innovation drives the ongoing improvement of customer operations to help realize Odido’s vision. They identify issues and improvement potential in every aspect of customer service to reduce contact intensity and costs, and implement innovative solutions with business stakeholders. The Head reports to the Chief Operating Officer, Francoise Clemes, and works with various Channel Heads, segments, and functions, including such IT and Marketing, as well as cross-functional teams.
Striving for Customer Operations excellence
The Head of Analytics and Innovation will grow their team of twenty experts who are deliver continuous improvement, innovation, business intelligence, planning, reporting, capacity management, and incident management. Together, they achieve operational excellence through efficiency and automation plans, as well as ICT and artificial intelligence (AI) initiatives. They help business owners solve current challenges and identify future potential opportunities through reporting and business intelligence analytics. With their deep understanding of current innovations and industry trends, the Head of Analytics and Innovation prepares the business for future success. They also lead financial planning and budgeting processes for Customer Operations.
“This role needs to have an analytical mind and looks for the root cause of a customer service problem to increase satisfaction and reduce costs. They should be passionate about using their deep understanding of operations to help Odido become the best service provider in The Netherlands.” – Francoise Clemes, Chief Operating Officer of Odido
This is an exciting opportunity for a driven tech problem solver with an analytical mind and capacity to connect various Odido teams and stakeholders. In this role, success is defined by bringing others along in the problem-solving and implementation. The company’s can-do mindset needs to be strongest in the Head of Analytics and Innovation, who understands every cog of operations, while keeping an eye on the big picture, and is only satisfied when a solution is found and put in place.
Interested?
Odido is working with Top of Minds to fill this vacancy.
To express your interest, please contact Vivian Linker at vivianlinker@topofminds.com or Jessica Lim at jessicalim@topofminds.com
