Risk & Compliance Officer - Application Data Services jobs at Booking in Netherlands, Amsterdam

A successful candidate should demonstrate:

• Technical knowledge: Solid understanding of enterprise data technology and machine learning at scale

• Risk management: Experience in developing compliance solutions which are resistant against degradation over time, are documented and can be monitored and tested

• Strategic thinking: Ability to think beyond quick wins and perceive long-term opportunities for broad-based risk reduction

• Customer centricity: Keeping the customer's best interests at heart, both in terms of the protection of their privacy as well as the usability of our products and services

• People leadership: Inspiring, coaching and supporting your team members, to allow them to excel and grow

• Cross-functional mindset: Willingness to break through silos, collaborate across teams and departments and pitch in when needed to ensure overall mission success

Key Job Responsibilities and Duties:

• Support the business with in-depth legal review, advice and guidance on data protection and data privacy issues and/or risks with any current or potential new initiatives

• Serve as the primary privacy legal SPoC for all matters arising from the Data, Technology and Customer Service functions in the company

• Lead a team that serves as the foremost experts in the privacy legal function when it comes to data governance and technology

• Lead the retention & deletion efforts at Booking.com

• Support strategic, enterprise-wide priorities to mature our data governance and privacy control landscape

• Engage with other Legal & Public Affairs teams and stakeholders to ensure the Legal function speaks with one voice

• Constantly (re)prioritize team workload to adapt to changing circumstances

• Partnering on review, advice and approval of data sharing use cases, data protection and privacy guidance, policies and procedures for the business

• Exercise people management responsibilities, such as performance management and coaching; be accountable for team performance

Qualification & Skills:

• Bachelor degree (Master’s Degree / Specialised Diploma is an advantage) and admission to practise in at least one jurisdiction
• 8-12 years experience in a reputable law firm or in-house team

• EU, UK or US law degree

• A Batchelors’ and/or Masters’ Degree, and a legal professional qualification

• Native or fluent English speaking and writing skills

• Knowledge and experience in data protection law; a CIPP/E / CIPT (or similar) certification is preferred

• A deep understanding of GDPR and the e-Privacy Directive how this applies to enterprise and consumer-facing technology; knowledge of DMA/DSA and AI Act is preferred

• Ability to be the “voice of reason” in crisis situations, to quickly respond to issues at hand and to prioritise effectively, with a “customer first” mindset

• Excellent communication skills (written and oral), attention to detail, organizational and project management skills and ability to meet deadlines, prioritising appropriately

• Adaptable, ready to embrace change in order to meet evolving business needs, work in ambiguous situations and under pressure, and learn from mistakes

• Strong ability to lead and inspire a team

• Demonstrated cross-functional project leadership and commercial acumen, with ability to balance risk with business objectives

• Experience in management of and impactful communication with senior stakeholders, effectively communicating complex ideas and projects simply and succinctly

• In-depth understanding of the data and privacy issues that commonly arise in the technology and data space, along with ability to quickly learn and grasp the importance of new and emerging issues and manage processes from inception to completion

• Strong collaborative, professional approach; able to succeed in and lead diverse, multidisciplinary, multicultural teams

• High proficiency in productivity software, and AI platform usage, with a commitment to continuous improvement.

Deadline for applications is21 November 2025.

Further traits look for:

• Alignment with Booking.com’s values (Customer First, Succeed Together, Own It, Learn Forever, Do the Right Thing).

• Curiosity, flexibility, and a creative, pragmatic approach to problem-solving.

• Confidence with collaboration.

• Ability to influence stakeholders at all levels.

• Proactivity, resilience, and a drive to deliver results.

• Strong judgment with attention to both the big picture and key details.

• Courage to take a stance and make tough decisions.

• Team-oriented, self-aware, and a good listener.

• Agility in prioritizing and meeting deadlines.

• Forward-thinking, with a focus on emerging legal and policy issues.

As a team, we believe in:

• Being integral to decision-making, shaping Booking.com’s future.

• Supporting Booking's mission to make travel accessible, fostering openness and curiosity.

• Offering opportunities for team members to explore new areas or specialize.

• Providing holistic, integrated legal and public affairs advice.

• Continuously improving Legal Operations, innovating, and sharing best practices.

• Learning from mistakes and embracing growth.

• Working collaboratively with a sense of humor and enjoying the journey together!

Booking.com’s Total Rewards Philosophy is not only about compensation but also about benefits. We offer a competitive , as well unique-to-Booking.com benefits which include:

• Annual paid time off and generous paid leave scheme including: parent, grandparent, bereavement, and care leave

• Hybrid working including flexible working arrangements, and up to 20 days per year working from abroad (home country)

• Industry leading product discounts - up to 1400 per year - for yourself, including automatic Genius Level 3 status and Booking.com wallet credit

Application process:

• Let’s go places together:

• Detailed instructions on post-application requirements including any required application materials, deadlines, portfolios, coding challenges, or other assessments as defined by BU or department.

If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the position.

As a Senior Business Operations Associate - Portfolio you will help to implement (lean) portfolio management processes, structure and tools to ensure goal achievement and to help the FinTech department to run more smoothly. As part of the FinTech BusOps Portfolio Management team, you will foster collaboration across the whole organization. You will partner with different teams to ensure the right tracking of the key initiative deliverables and Objectives and Key Results (OKRs) within the departments. Also you will support the adoption of company wide processes within FinTech (e.g. Quarterly Planning, Quarterly Business Reviews, Annual Planning). You will provide standardized quality-assured information that enables data-driven decisions to be taken regarding the portfolio of initiatives.

You must be able to thrive and succeed in a highly dynamic entrepreneurial environment. This means working with high-level programs and initiatives, but to also roll up your sleeves, dig in and help lead change on a day-to-day basis. This role may also get involved in end-to-end activities of a project or change management initiatives. The position requires a hands-on professional with a high level of energy and flexibility to get things done and thrive in a fast-paced product development environment.

Your responsibilities:

Portfolio Planning and Demand Management

• Support the annual- and quarterly planning cycles of the department in line with the defined planning process - as well as suggest and support the implementation of improvements

• Support the utilization of Jira, Confluence and other related plugins for the planning and tracking the portfolio of initiatives

• Support the preparation as well as follow up from the Portfolio Sync meeting where new demand is discussed and tradeoff decisions are made

• Support in maintaining a consolidated and up-to-date initiative portfolio and roadmap for the department in Jira and other related plugins

• Support the adoption and utilization of the defined Governance model and its respective artifacts

Portfolio Performance Reporting

• Provide insights (dashboards/reports) around the portfolio, focused on optimizing the flow of value within the portfolio of the department

• Research and build insights for the information needs of various stakeholders - e.g. portfolio status reports

• Independently use quantitative and qualitative data to support portfolio decision-making as well as tell a clear story with the data/insights

Stakeholder Management

• Acts as a central point of contact, streamlining processes, fostering teamwork, and driving operational efficiency.

• Ability to influence up to Senior Management level and productively interact with Director level

• Support all relevant stakeholders with extracting the most value out of the portfolio processes, tools and ways of working

• Build and maintain connections with diverse teams across the organization

(Lean) Portfolio Management Capability Development

• Support the introduction of changes, new portfolio processes as well as continuous improvements of the (lean) portfolio management capability

• Positively and proactively contributes towards the overall Business Operations craft, including being available to coach others, share best practices or participate in events or projects

Requirements and experience:

• Experienced professional with 5+ years in similar positions (within a Consulting, Chief of Staff/Executive Assistant, Agile/Hybrid Project Management roles) preferably within fast-paced technology organizations

• Strong verbal and written communication with crisp and business-oriented language; ability to tailor the language to a variety of audiences

• Service excellence and customer driven mindset

• Excellent problem solving, interpersonal skills

• Effective presentations delivery

• Strong knowledge in Jira and Confluence, as well as related plugins - e.g. OBoard, Structure

• Fluent in persuasion and always strive to achieve and surpass set objectives

• Practice of working with different stakeholders such as product, tech, operations and others simultaneously and being able to pivot to their needs

• Experience in an online/ecommerce, payments processing, and/or financial systems is preferred

• Experience in working in (lean) portfolio management is a plus - e.g. supporting demands through their selection, prioritization and planning; portfolio roadmapping; creation of portfolio dashboards and reporting based on portfolio metrics; ability to interpret portfolio performance data

• Lean Portfolio Management certifications is a plus

If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the position.

Key Responsibilities

• Business Acumen:
• Maintain a fundamental understanding of the Booking.com business, industry news and risk best practices and apply that knowledge in the context of your core areas of responsibility.
• Critical Thinking:
• Identify and design solutions in a wide range of situations, and proactively propose concrete improvement plans.
• Objective Setting, Prioritization & Task Management:
• Independently structure and execute work, decide on priority areas and output fitting the overarching objectives and priorities. Deliver in line within agreed timelines and escalate issues to the appropriate level and roles within the organization where needed.
• Attention to Detail:
• Produce high quality, accurate output across a broad range of topics, with limited review and oversight required.
• Result Orientation:
• Work independently and proactively to deliver the right results for specific objectives and deliverables in line with personal and company values whilst influencing stakeholders in order to meet timelines and prioritize critical activities.
• Effective Communication & Presentation Skills:
• Effectively and clearly communicate and present information relating to core responsibilities, tailor messages and explain (technical) concepts to stakeholders.
• Facilitate cross-functional discussions.
• Organize and run larger meetings in a clear, structured and outcome-oriented manner.
• Stakeholder Management & Influencing:
• Independently identify, develop and grow relationships with key stakeholders to build and maintain a wide network within the coverage area, mostly at mid-level but also including key senior stakeholders for a bilateral flow of information.
• Align with stakeholders on impact beyond their team, respectfully challenging and influencing others to assume appropriate roles and responsibilities by adopting stakeholder management and influencing techniques.
• Confidently and independently navigate tricky discussions, incorporating Manager input around escalations, approach or blockers where needed.
• People Management:
• Provide constructive feedback to peers and incorporate received feedback into personal development goals.
• May provide mentoring and task oversight to more junior staff or external consultants.
• Support hiring process.
• Operational & Technical Expertise:
• Apply a comprehensive understanding to processes, systems and/or products within your coverage area.
• Display general understanding of the impact on the wider process and/or system landscape.
• Seek manager input for in-depth expertise.
• Risk Landscape Awareness:
• Maintain awareness or knowledge of the broader internal risk landscape across one or more business areas as well as external developments.
• Adopt a business need centric and user friendly approach to influence business stakeholders to take informed decisions in line with the risk capacity, risk appetite and risk tolerance of Booking.com.
• Risk & Governance Advisory:
• Provide input to the development of methodologies throughout the risk management lifecycle.
• Advice stakeholders in ongoing risk and compliance work within your dedicated area(s).
• Risk Identification & Assessment:
• Identify and appropriately assess risks in line with the team's frameworks and methodologies.
• Document risk assessment outcomes, including clear description of the risk, perceived level of risk and considerations for risk treatment, tailored to the topic at hand, with limited guidance and review required.
• Risk Treatment:
• Independently support control design and/or assurance activities and work with control owners to prepare controls for approval.
• Coordinate audit activities including support to close any control deficiencies identified.
• Work across teams/projects/BUs and ensure risks are appropriately mitigated.
• Develop, select and implement risk treatment strategies, proposing alternative risk treatment options where needed.

Communication.Stakeholder

• Process/Control owners (combination of directors, managers, team leaders and individual contributors)
• Subject Matters Experts (SME's) e.g. Finance, Fintech, Fraud, Legal, Security, etc.
• Other Internal stakeholders in Accommodations (i.a. CS, PS, Product), Trips, Finance, FinTech, Legal, Marketing, People, Strategy and Corporate Development and Technology (i.a. Security, Infrastructure)
• Internal & External Audit
• Risk & Control team

Communication.Type

• Persuasion / CooperationPartner with business stakeholders by: providing guidance and support in ongoing compliance;providing guidance and support in identifying risks and control gaps and, designing and implementing appropriate controls;providing clear instructions on expected stakeholder contributions and ensure follow up;facilitating and participating in cross functional groups for activities related to the risk management lifecycle;presenting and advising on standardized methodologies, processes and documentation;maintaining a business centric approach.
• Information and CooperationInform SMEs on:risk areas in need of SME input;control design and implementation;work closely together to share knowledge and experience.
• CooperationWork closely together to share knowledge and experience.
• Cooperation Support Internal and External audit teams to ensure that remediation plans are implemented on a timely basis for any deficiencies foundSupport SOX, PCI and other audit cycles
• Information and CooperationWork closely together to share knowledge and experience.

Communication.Frequency

• Continuous
• Continuous
• Continuous
• Continuous
• Continuous

Level of Education.Level of Education

• Bachelor degree
• Master degree

Level of Education.Description

• Alternatively compensating years of experience (3 to 5 years in addition to below)
• Preferred

Years of relevant Job Knowledge.Years of relevant Job Knowledge

• Advanced Knowledge (5 - 8 years)

Requirements of special knowledge/skills

• Qualities / Soft Skills:
• Enthusiastic, self-starting and flexible work attitude
• Ability to effectively prioritize and manage workload, work under pressure and deliver on timelines
• Handle multiple tasks, of varying and often complex content, generally at the same/similar time
• Have the ability to split large tasks into logical, manageable and decoupled actions which are managed effectively and delivered on time
• Strongly process, problem solving and action oriented
• Curious and proactive in the assessment and challenge of risks
• Strong team player
• Advanced communication skills and ability to actively listen
• Strong relationship building skills
• High level of integrity, confidentiality & professionalism
• Requirements of special knowledge/ Hard Skills:
• Advanced (technical) understanding of and experience with Risk Management, Compliance, Internal controls , control procedures, automation, monitoring, testing, collecting evidence and remediation activities
• Experience with large e-commerce or tech companies is advantageous
• Fluent in English, both written and spoken
• CISSP, CRISC, CISM, CISA, or similar certification is advantageous
• Project management skills
• Stakeholder management skills
• For Business Officer functions:
• Advanced understanding of and experience with risk management relevant fields, for example but not limited to:
• Business analysis
• Auditing
• Corporate governance
• Finance concepts and processes
• SOx integration
• AML/ CFT framework, GDPR, PCI, SOx
• Fundamental understanding of below IT expertise fields.
• For IT Officer functions:
• Advanced understanding of and experience with risk management relevant fields, for example but not limited to:
• IT Risk management and IT Governance
• IT Security concepts and processes
• (IT) Frameworks like ITGC, COSO, NIST
• DevOps tools like Puppet, Jenkins, Git, Docker, or Kubernetes
• JIRA
• Fundamental understanding of above Business expertise fields.

If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the position.

• Assist in the development and leading of regular security training/awareness programs to train and educate risk owners and the broader organization on internal controls and security topics.
• Co-Lead/ support the processes of maturity assessments (cyber, fraud, T&S) and recommendations follow up
• Coordinate the follow up of audit and internal assessment security issues; Monitor and report the status of remediation plans; assess remediation progress and challenge management on the selected approach and prioritization.
• Co-Lead/ support the process of SS&F risk register update including the maintenance of the SS&F risk definition
• Support the IT policy lifecycle management including the design, implementation and adoption of policies, standards and guidelines in the areas of SS&F.
• Manage security exceptions to IT policies and standards.
• Stay flexible to meet the dynamic business needs, while maintaining robust solutions that strengthen the control environment.

• Bachelor’s degree required in technology, computer science or a related field
• CISA, CISSP, CISM, CEH, CIPP/E or related certification.
• 5-7 years work experience in business analysis, information security processes, auditing, corporate governance, risk management, internal controls, security awareness programs.
• Ability to develop solid relationships with business partners in order to drive the adoption of the risk management culture.
• Strong program management and stakeholder engagement skills.
• Thorough technical understanding of SS&F internal control requirements and design and experience in applying them in various businesses.
• Able to split large tasks into logical, manageable and decoupled actions which are managed effectively and delivered on time.
• Be flexible and agile in response to the change in business, change in stakeholder expectations and/or change in regulatory/operating environment of .
• Good understanding of IT Control and cybersecurity Frameworks, such as COBIT; ISO 27001 and NIST CSF / SP 800-53.
• Strong independent contributor, while still a strong team player

Total Reward Philosophy:

• The benefits and perks offered by the company can be .

Career Development Opportunities:

• Learn more about here.

• and benefit from a mentoring relationship with a more experienced person to help you identify and achieve your professional and personal development goals.

• personalized one-to-one coaching with our internal coaches.

If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the position.

Role Description:

You will play a key role to discover causal relationships in a wide variety of travel products and customers, challenge hidden assumptions and validate the robustness of conclusions to enable confident decisions at scale with real business actions.

Key Job Responsibilities and Duties:

• Responsible for fully owning the design and delivery of causal solutions based on business requirements, from idea-generation, validation, implementation to stakeholder communication. Deliver customer value with the right solutions.

• Keep a sharp eye on both the strengths and limitations of applied methodologies in real use cases. Proactively explore and research advanced statistical and causal techniques suitable for the business applications, and guide junior members as a force multiplier.

• Identify and manage stakeholders independently. Autonomously translate business challenges into proper data stories and solutions. Capable of communicating complex solutions to business stakeholders and craft peers beyond the team’s scope with in-time updates, clear visualization, accessible documentation and effective verbal language.

• Responsible for interpreting quantitative experiments and causal models to objectively guide key business decisions. Grow technical competency and spot opportunities to adopt more efficient approaches. Break down complex problems into tangible milestones to drive continuous improvements and actionable outcomes on product or strategy.

• Identify trends and behaviors from data to uncover hidden causal insights across business domains. Unlock the value of causal inference by bringing together end-to-end solutions. Learn to incorporate scalability, reproducibility and long-term orientation in the work. Embed causal techniques into the bigger picture for business takeaways and recommendations.

Qualifications & Skills:

• Experience working with dynamic project setup, multiple teams and stakeholders to align expectations and collaboration. Turning open-ended questions into clear milestones and agreed deliverables.

• Passionate in driving innovation for real applications with curious, humble and can-do attitudes.

• Proven ability to unpack real world causal questions, design modeling or experimentation solutions, and provide clear and actionable business recommendations with real influence.

• Experience to research and compare new methods and validate feasibility with real data. Clearly explain the reasoning behind technical choices, and open to peer review and discussions.

• Able to zoom in and out in problem solving. Willing to dig deep for exploration, and summarize reusable learnings and methodologies for scalable exploitation.

• Excellent communication skills for diverse audiences. Able to discuss complex technical problems in an accessible, business-friendly manner at all phases of the project.

• Proficient in handling large amounts of data and using causal model packages with Python, Snowpark, or R. Familiar with using causal packages. Produce well structured, readable and reproducible high quality code.

Booking.com’s Total Rewards Philosophy is not only about compensation but also about benefits. We offer a competitive , as well unique-to-Booking.com benefits which include:

• Annual paid time off and generous paid leave scheme including: parent, grandparent, bereavement, and care leave

• Hybrid working including flexible working arrangements, and up to 20 days per year working from abroad (home country)

• Industry leading product discounts - up to 1400 per year - for yourself, including automatic Genius Level 3 status and Booking.com wallet credit

Application Process:

This section should provide:

• Let’s go places together:

• This role does not come with relocation assistance.

If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the position.

Role Description:

As a Senior Data Engineer, you’ll collaborate with top-notch engineers and data scientists to elevate our platform to the next level and deliver exceptional user experiences. Your primary focus will be on the data engineering aspects—ensuring the seamless flow of high-quality, relevant data to train and optimize content models, including GenAI foundation models, supervised fine-tuning, and more.

Key Job Responsibilities and Duties:

• Rapidly developing next-generation scalable, flexible, and high-performance data pipelines.

• Dealing with massive textual sources to train GenAI foundation models.

• Solving issues with data and data pipelines, prioritizing based on customer impact.

• End-to-end ownership of data quality in our core datasets and data pipelines.

• Experimenting with new tools and technologies to meet business requirements regarding performance, scaling, and data quality.

• Providing tools that improve Data Quality company-wide, specifically for ML scientists.

• Providing self-organizing tools that help the analytics community discover data, assess quality, explore usage, and find peers with relevant expertise.

• Acting as an intermediary for problems, with both technical and non-technical audiences.

• Promote and drive impactful and innovative engineering solutions

• Technical, behavioral and interpersonal competence advancement via on-the-job opportunities, experimental projects, hackathons, conferences, and active community participation

• Collaborate with multidisciplinary teams: Collaborate with product managers, data scientists, and analysts to understand business requirements and translate them into machine learning solutions. Provide technical guidance and mentorship to junior team members.

Qualifications & Skills:

• Bachelor’s or master’s degree in computer science, Engineering, Statistics, or a related field.

• Minimum of 6 years of experience as a Data Engineer or a similar role, with a consistent record of successfully delivering ML/Data solutions.

• You have built production data pipelines in the cloud, setting up data-lake and server-less solutions; ‌ you have hands-on experience with schema design and data modeling and working with ML scientists and ML engineers to provide production level ML solutions.

• You have experience designing systems E2E and knowledge of basic concepts (lb, db, caching, NoSQL, etc)

• Strong programming skills in languages such as Python and Java.

• Experience with big data processing frameworks such, Pyspark, Apache Flink, Snowflake or similar frameworks.

• Demonstrable experience with MySQL, Cassandra, DynamoDB or similar relational/NoSQL database systems.

• Experience with Data Warehousing and ETL/ELT pipelines

• Experience in data processing for large-scale language models like GPT, BERT, or similar architectures - an advantage.

• Proficiency in data manipulation, analysis, and visualization using tools like NumPy, pandas, and matplotlib - an advantage.

• Experience with experimental design, A/B testing, and evaluation metrics for ML models - an advantage.

• Experience of working on products that impact a large customer base - an advantage.

• Excellent communication in English; written and spoken.

Booking.com’s Total Rewards Philosophy is not only about compensation but also about benefits. We offer a competitive , as well unique-to-Booking.com benefits which include:

• Annual paid time off and generous paid leave scheme including: parent, grandparent, bereavement, and care leave

• Hybrid working including flexible working arrangements, and up to 20 days per year working from abroad (home country)

• Industry leading product discounts - up to 1400 per year - for yourself, including automatic Genius Level 3 status and Booking.com wallet credit

Application Process:

• Let’s go places together:

• This role does not come with relocation assistance.

If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the position.

When Values are made explicit, they provide clarity on what “good” looks like. And when they are shared, they build unity in a group. They build culture.

• Think customer first. We obsess about adding value for our customers - guests, partners, colleagues - to make it easier for everyone to experience the world.

• Own it. We deliver on our promises, make informed decisions and prioritize to get the important things done today.

• Learn forever. We are resilient, take time to reflect, and seek to learn – from colleagues, from the outside world and from our failures.

• Succeed together. We celebrate team success, through making connections, building trust and valuing the diverse perspectives of others.

• Do the right thing. We get the right results the right way. For each other, our communities and the world around us.

• Transform existing reporting and dashboard systems, streamlining and optimising them to deliver faster, clearer, and more actionable insights including supporting new experiments.
• Design, develop, and maintain comprehensive real-time dashboards and reports that track key Customer Service KPIs, ensuring data-driven decision-making at all levels.
• Apply advanced analytics techniques, including correlation and causation modeling, to accurately diagnose metric fluctuations and their impact on Customer Service operations.
• Support the CS operations and Service and Process design by unlocking trends, patterns, and root causes in operational data to proactively drive service improvements and efficiency gains.
• Deliver executive-level performance updates with actionable insights, influencing strategic decisions both within Customer Service and across the organisation.

• Design and implement VoC programs to capture feedback through multiple channels (surveys, social media, etc.) to identify pain points, and work with business leaders on opportunities for service enhancements.
• Analyse and present VoC insights to cross-functional teams and senior leadership, guiding improvements in CS operations and across the wider organisation
• Have extensive experience in Customer Insights tooling and technologies so that they can be integrated into the Customer Service environment

• Build the vision, set the strategy, and define the roadmap for data use and data engineering services within CS.
• Act as a strategic partner to senior leaders, providing data-driven insights and recommendations to support CS objectives.
• Work as part of cross-functional initiatives, workshops, and strategy sessions to translate insights into actionable strategies, focusing on customer-centric and operational improvements.

• Develop and execute a data strategy aligned with CS objectives, focusing on data quality, integrity, and security.
• Implement data governance policies within CS, standardizing data collection, storage, and usage while ensuring compliance with privacy and security standards.
• Innovate in leveraging data analytics to drive CS performance, efficiency, and growth, exploring advanced techniques (e.g., machine learning, NLP/NLG).

Machine learning/AI Partnership

• Partner closely with ML/AI and data science teams to define data requirements, validate model outputs, and integrate AI-driven insights into customer service strategies.
• Develop robust frameworks for measuring the performance, efficiency, and business impact of AI-powered solutions and automation within Customer Service.
• Identify and champion new opportunities for applying advanced analytical and machine learning/AI techniques to address customer service challenges and drive innovation.

• Lead and inspire a high-performing team of data analysts and data scientists through a period of significant transformation, redefining how data is leveraged to enhance the customer service experience.
• Shape and execute a visionary strategy for data and analytics in Customer Service, ensuring the team evolves in capabilities, tooling, and impact to drive long-term business outcomes.
• Attract, develop, and retain top-tier talent in data engineering and analytics, creating an environment that fosters innovation, excellence, and career growth within the analytics community.
• Establish best-in-class practices for analytics, modeling, and reporting, ensuring the team operates at the forefront of modern data science and engineering.
• Champion data-driven decision-making, embedding analytics deeper into customer experience strategy and influencing key business stakeholders at all levels.

• Communicate complex data insights in simple, actionable terms for stakeholders, advocating for data-driven decision-making.
• Influence and build relationships at all levels, from the Leadership Team to operational stakeholders within CS.

• Bachelor’s degree in Data Science, Statistics, Computer Science, Business Analytics, Engineering, Economics, or a related field. MBA or other advanced degree is strongly preferred, especially with a major in a quantitative discipline
• Experience:Minimum of 10 years in data analytics, data science, or business intelligence, with substantial experience in senior leadership roles (at least 3-5 years). Background in large-scale customer service environments or similar operational domains is highly desirable.
• Proven ability to deliver data-empowered strategies, complex analytics programs, and impactful business change initiatives in global organizations. Experience in driving both transformational initiatives and business-as-usual (BAU) operational improvements, demonstrating agility to manage priorities in dynamic, high-volume settings.
• Technical Mastery:Deep expertise in advanced analytics, statistical modeling, and machine learning/AI concepts as applied to customer service and business optimizationProficiency with data analytic tools and programming languages (e.g., SQL, Python, R). Skilled in data visualization technologies such as Tableau and Power BI.Experience designing, implementing, or managing VoC (Voice of Customer) programs and integrating customer insight platforms (experience with Qualtrics or equivalent technologies considered a strong plus, but not mandatory).
• Data Strategy & Governance:Demonstrated ability to define, communicate, and execute robust data strategy and governance frameworks, including data quality, integrity, privacy, and compliance.Experience partnering with ML/AI teams to set data requirements, validate model outputs, and integrate AI insights into operational workflows at scale.
• Leadership & Team Development:Track record of inspiring, building, and developing high-performing teams of senior data analysts, scientists, and craft specialists. Proven ability to nurture environments that support innovation, continuous learning, and career growth.Experience in talent and performance management, collaborating with HR and craft leaders to embed career development frameworks, mentorship programmes, and effective review cycles.
• Customer Service Domain Knowledge:Extensive familiarity with customer service strategy, operations, and experience improvement through analytics and data-driven decision-making. Prior work in omni-channel, GenAI adoption, or AI-powered customer query routing is considered highly valuable.
• Stakeholder Management & Collaboration:Strong ability to partner with senior leadership, cross-functional partners, and external vendors. Proven effectiveness in influencing and inspiring teams at all organizational levels through clear, compelling data-driven narratives.Track record of managing 3rd party software/data relationships, negotiating with external partners, and ensuring that platforms/tools align to CS goals.
• Strategic Impact & Innovation:Exceptional analytical, problem-solving, and critical-thinking skills, with a record of leveraging data to deliver measurable business outcomes.
• Strategic mindset, staying ahead of industry trends in data analytics, customer service, and AI innovation, and translating these into competitive advantages for the CS organization.
• Craft Leadership & Community Impact:Demonstrated commitment to raising the analytics craft within and beyond Customer Service, through championing best practices, sharing knowledge, coaching/mentoring, and actively contributing to the evolution of analytics frameworks, methods, and tools.
• Communication & Influence:Strong communication and presentation skills, able to simplify complex technical insights for diverse audiences, deliver executive-level reporting, and foster an analytics-led decision culture.
• Agility & Change Management:Proven ability to adapt quickly, manage priorities in changing environments (both strategic and BAU focus), and drive continuous improvement through data

• Strategic Thinking & Analytical Rigor: Ability to define the roadmap for effective data use and provide impactful business insights for CS.
• Experience with Machine Learning/AI:Strong understanding of machine learning concepts and their application in real-world business problems, particularly in customer service contexts. Familiarity with ML model evaluation metrics (e.g., precision, recall, F1-score, accuracy) and their implications for business outcomes.
• Customer-Centricity & Service Focus: Commitment to enhancing customer service through data and insights.
• Leadership, Team Development & Craft Expertise: Drive a high-performance team culture while guiding the analytics craft within Customer Service.
• Communication & Influence: Ability to translate complex data insights into simple, actionable strategies for CS stakeholders.
• Collaboration & Partnership: Building connections across departments to ensure aligned, data-driven decision-making within CS.

If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the position.