Lead Customer

Gaat dit over jou?
Vaardigheden die je goed kunt gebruiken voor deze job.

• Je bent analytisch. Hoofd- of bijzaak? Dat verschil zie jij meteen. Je komt makkelijk tot de kern en houdt tegelijk het overzicht.
• Je wilt presteren. Jij weet wat je wilt, en hoe je het wilt bereiken. Daarvoor geef je alles. Zit het tegen? Jij geeft niet op en zet een tandje bij.
• Je bent in control. Doelen zijn er om behaald te worden, daar zorg jij wel voor. Je delegeert, houdt overzicht en plant realistisch.
• Je bent klantgericht. Klant blij, jij blij. Je rust niet voordat iemands probleem is opgelost, stelt de juiste vragen en kunt goed luisteren.
• Je spreekt begrijpelijke taal. Als je iets zegt, zorg je dat de ander het ook begrijpt. Je spreekt duidelijk en vlot, en kunt goed presenteren.

Jouw baan
VodafoneZiggo - Customer Operations (COPS) is looking for an experienced interim Lead Customer & Operations Insights to set up and activate a new central insights team. This hands-on consultant role includes building the team, defining ways of working, creating a vision and roadmap, and quickly integrating data and analytics into day-to-day operational decision making. The consultant will guide how Customer Operations uses insights to deliver measurable value across the department.

Dit krijg je van ons
Werken als Interimmer bij VodafoneZiggo levert je meer op dan een betaalde factuur:

• Gemakkelijke afhandeling van contract, facturatie en het schrijven van je uren.
• Een snelle laptop met alle tools die je nodig hebt.
• Ruimte en vrijheid om met jouw expertise het verschil te maken.

Dit breng jij mee
Key Responsibilities

• Establish and structure a new Customer & Operations Insights team (4 direct reports) and coordinate a virtual network of ~20 analytics professionals.
• Define and implement ways of working, frameworks for KPI standardization, and clear processes for managing analytical demand and backlog.
• Ensure insights are tailored for business impact and quickly adopted by Customer Operations teams.
• Develop a clear vision and roadmap for the team, guiding Customer Operations in its transition to predictive analytics and strategic consultancy.
• Lead by example—drive key projects, deliver actionable insights, and demonstrate best practices in analytics, data storytelling, and stakeholder engagement.
• Create strong connections with the COPS Management Team, operational stakeholders, and external vendors to guarantee alignment and facilitate a smooth transition.

• Work closely with the Data & AI department to ensure:

• Consistency with Data & AI standards for frameworks, KPIs, demand management, and backlog

• Joint initiatives and shared priorities for maximum cross-team value
• Focus on data governance, security, and compliance

Key Requirements

• Minimum 10 years' experience in analytics, data strategy, or business intelligence, including recent experience consulting in telecom, including operational or customer-facing environments.
• 5–8 years' experience leading teams through organizational or change management programs.
• Demonstrated ability to build new teams, create processes, and establish routines that stick.
• Strong understanding of the capabilities and possibilities with platforms and tools including Snowflake, Azure, Qlik, Power BI, and commonly used data languages. Hands-on experience with tasks like writing SQL or similar is required.
• Fluent in English ánd Dutch; able to translate analytics to clear business actions.
• University (WO) degree in Business Analytics, Data Science, Business Administration, or similar.

Competencies

• Change management and team-building expertise—practical, energetic, and willing to lead by doing.
• Excellent stakeholder management—connects people and ensures quick adoption of new ways of working.
• Vision and strategic roadmap planning.
• Data-driven decision-making and impactful communication—turns insights into tangible business value from day one.
• Ownership mindset—drives short-term milestones and creates a foundation for future team success.

This is a temporary assignment with immediate impact: Customer Operations needs a consultant who can deliver results fast, establish new routines and structures, and set the team up for the next permanent leader. Located in Utrecht, 36-40 a week.