Head of Insight

Company Description

Sports betting, gaming and interactive entertainment is changing, and we’re leading that change. By putting people first. By placing exciting, engaging and entertaining experiences at more fingertips than ever before. We're pulling into pole position by pushing boundaries further. With innovation. With technology. But most importantly, with people like you. Because when you join Entain, it’s your game. So let’s win together.

Job Description

As our Head of Insight for Customer Care, you’ll play a pivotal role in shaping how data-driven decision-making influences our global operations. Reporting to the Director of Global Planning & Insight, you’ll lead a multidisciplinary insight function and set the strategic vision for how analytics supports operational performance, customer experience, and continuous improvement across all regions.

You’ll champion advanced analytics, coach teams to build capability, and turn complex datasets into compelling insight that drives meaningful change. If you’re excited by solving complex problems, driving transformation, and leading high-performing analytical teams, this is the role for you.

Key Responsibilities

• Lead the global Customer Care Insight function, setting direction, prioritising workload, and ensuring consistent analytical standards across all regions.

• Translate complex data into clear, actionable insight that informs both strategic and operational decision-making across Customer Care.

• Develop and enhance advanced analytics capabilities, including predictive and prescriptive models, to improve customer outcomes and operational efficiency.

• Partner with senior stakeholders to identify opportunities, validate hypotheses, and drive continuous improvement across global Customer Care operations.

• Design and maintain high-quality dashboards and reporting frameworks to provide timely, accurate, and accessible insight to stakeholders.

• Champion evidence-based decision-making by building data confidence across teams through guidance, coaching, and capability development.

Qualifications

Must-Have Requirements

• Extensive experience in delivering actionable insight from large, complex datasets, with strong analytical skills and exceptional attention to detail.

• Deep understanding of data science and statistical analysis, including predictive modelling, segmentation, and propensity analysis.

• Proven leadership experience managing technical and multidisciplinary teams and building high-performance, collaborative environments.

• Expertise in data visualisation and reporting tools (e.g., Tableau, Power BI) plus advanced Excel capability.

• Strong commercial awareness, with a track record of using insight to influence strategy, drive business impact, and prioritise effectively.

• Exceptional stakeholder management and communication skills, able to translate complex data into clear, compelling insights for all levels.

• Experience working within data governance frameworks and navigating large, complex organisational structures.

Nice-to-Have Requirements

• Knowledge of the gaming industry and its operational landscape.

• Understanding of regulatory and compliance considerations, including privacy and intellectual property requirements.

• Experience contributing to the design or rollout of a modern data platform, ideally one built for consumer data.

Additional Information

At Entain, we know that signing top players requires a great starting package, and plenty of support to inspire peak performance. Join us, and a competitive salary is just the beginning.

As well as a competitive salary and regular bonus, you can expect to receive benefits like

• Employer matched Pension Scheme up to 6%
• 25 days leave + Bank holidays
• Healthcare support
• Income Protection
• A stake in our success through our ShareSave scheme
• Great development opportunities
• Wellbeing support, and so much more.

And outside of this, you’ll have the chance to turn recognition from leaders and colleagues into amazing prizes, join a winning team of talented people and be a part of an inclusive and supporting community where everyone is celebrated for being themselves.

Should you need any adjustments or accommodations to the recruitment process, at either application or interview, please contact us.

At Entain, we do what's right. It's one of our core values and that's why we're taking the lead when it comes to creating a diverse, equitable and inclusive future - for our people, and the wider global sports betting and gaming sector. However you identify, our ambition is to ensure our people across the globe feel valued, respected and their individuality celebrated. 

We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate, ensuring ethical and compliant hiring practices globally.