Customer Operations Insight Manager
Leading insight, performance management and financial control for International Customer Care at Hertz, including vendor governance, forecasting, customer analysis and decision support for VPs and Directors.
About
From frontline operations to transformation leadership.
I’m Josh Currie, a Customer Operations Insight Manager at Hertz and the founder of Hized. My work sits where customer operations, data and organisational change meet.
My approach
I help organisations move from fragmented reporting and opinion-led decisions to trusted evidence, clearer priorities and operating systems people actually use. The dashboard is rarely the starting point; it is the mechanism for monitoring the change.
Career story
Three chapters, one consistent thread
Built analytics from the ground up
At Activ8, I designed the reporting architecture, governed KPIs and automated data pipelines that moved the organisation away from fragmented spreadsheets and toward daily evidence-led decisions.
Agent to Head of Department
I joined Entain as a Customer Support Agent and progressed through six roles to Head of Operational Excellence, ultimately leading a multi-location function of around 30 people.
Founder, Hized
Hized turns the lessons from building real operational data capabilities into reusable approaches for selective consulting engagements and future products.
How I work
Principles shaped by the work itself
Start with the operation
Meet the people doing the work, understand the customer and map the real workflow before proposing a solution.
Challenge the convenient answer
Data should test assumptions and expose root causes, not simply confirm what the organisation already believes.
Make the complex understandable
Good analysis is only useful when leaders and teams can understand it, question it and act on it with confidence.
Lead close to the detail
I set clear expectations, support and defend my teams, give direct feedback and stay close enough to implementation to understand what is really happening.