Find the question behind the request
Get close to the frontline, the customer journey and the operating model before deciding what analysis or intervention is actually needed.
Operational Insight & Transformation
I turn operational complexity into clear decisions.
I combine customer operations, analytics and operational leadership to build trusted insight capabilities, strengthen controls and help leaders act on complex evidence. I currently lead insight and performance work for International Customer Care at Hertz and am building Hized as a selective consultancy and product practice.
Current roleCustomer Operations Insight Manager
OrganisationInternational Customer Care · Hertz
Independent workHized · Data, AI & Operations
Positioning
I do not start with a dashboard. I start with the business question, understand the workflow and evidence, recommend what should change, then build the reporting needed to measure whether it worked.
What I do
From ambiguity to action
Create one usable version of the truth
Define meaningful KPIs, strengthen data quality and build governed reporting systems that leaders and operational teams can rely on.
Make complex analysis usable
Translate data into a clear narrative, practical recommendations and measurable priorities for executives, managers and delivery teams.
Stay connected to implementation
Support teams directly, challenge assumptions and build the controls, coaching and operating rhythm needed for improvements to last.
Selected impact
Evidence across operations, data and leadership
Overbilling identified and corrected
Strengthened BPO invoice and contractual governance within the first five months at Hertz.
Annual manual effort removed
Automated field travel and subsistence calculations across multiple teams and control points.
Multi-layer function leadership
Led analysts, team leaders and operational teams across a multi-location Operational Excellence function.
Frontline to Head of Department
Progressed from Customer Support Agent to Head of Operational Excellence at Entain in under four years.
Selected work
Professional and independent
Hized
A selective consultancy and product practice applying proven approaches to data foundations, operational reporting, AI-assisted workflows and automation.
Explore Hized →From customer support to transformation leadership
Eight years spent moving between frontline operations, customer insight, analytics, operational excellence and capability building.
Read the story →Blog
Read the Blog →Notes from the work.
Writing on customer operations, data, leadership, operational excellence and the decisions behind the dashboards.
Contact
Work, ideas and selective engagements
hello@josh.onl
For operational insight, analytics, transformation or Hized enquiries.
Send an email →Josh Currie
Professional experience, current work and writing.
Open LinkedIn →