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Esther Andersen

Senior Operations & Customer Success Leader | Certified DPO | Building the systems behind retention,

About Me

I turn operational chaos into measurable execution systems. I am a Senior Operations and Customer Experience leader with 20+ years of experience across SaaS, telematics, telecommunications, and insurance — including six years at Director level with full P&L responsibility for multi-market Customer Success, Account Management, and Portfolio Sales. My work sits where customer experience, operational performance, data, and execution meet. I build the systems that help teams move from scattered activity to clear decisions, cleaner processes, and measurable outcomes. What I work on: - KPI and OKR systems that reflect real operational behavior - Dashboards that support decisions, not dashboard theater - Customer operations designed for scale - Process design that removes handoff gaps and ownership confusion - Cross-functional execution across CS, sales, product, data, and operations - Privacy-aware customer data practices and operational compliance Current role: Head of Operations, Fair Car Insurance I report directly to the CEO, leading operations and building scalable, customer-focused insurance systems — including CRM migration, KPI/OKR structures, and the operational integration of an acquired subsidiary. Previous experience: How I work: I do not start with a dashboard. I start with the decision. What needs to change? Who needs to act? What behavior are we trying to improve? What signal tells us it is working? What KPI actually reflects the work? My operating model: INPUT → BEHAVIOR → SIGNAL → KPI → DECISION → EXECUTION Most systems break between behavior and signal, or between KPI and decision. That is where I focus. Certifications: - Certified EU GDPR Data Protection Officer / Personvernombud - INSEAD Executive Education, Strategy Execution - Lean Six Sigma Yellow Belt - AI Mastery Certification - Data Analyst Certificate Focus areas: - Operational system design - Customer experience operations - KPI and OKR measurement frameworks - SaaS operations scaling - Cross-functional execution - Privacy and data protection operations Open to: Senior Operations Leadership, Customer Experience Leadership, and Privacy/Governance Operations roles. I care about practical systems that teams can actually use. No noise. No theater. Just execution that holds up in the real world.

Jurisdiction

Norway | United States

Experience

Seniority LevelDirector
Years of Experience20+ years
Current StatusActive
Head of OperationsFair Car Insurance
2024 - Present

• Work in the executive leadership environment, reporting directly to the CEO on operations, customer experience, process improvement and business-critical priorities. • Part of the team that led the integration of a newly acquired subsidiary into the Fair ecosystem, coordinating operations, technology, finance and commercial stakeholders through the full customer and process transition. • Led the CRM migration from 24SevenOffice to HubSpot, working with cross-functional teams to align customer data, workflows, lifecycle structures and reporting. • Partnered across Product, Technology, Operations and Finance to establish KPI and OKR structures and leadership routines that surface operational risk and improvement opportunities earlier. • Partnered across Product, Technology, Operations and Finance to close fragmented handoffs and strengthen process ownership. • Applied a GDPR-conscious approach to customer data, reporting and operational workflows.

DIRECTOR, CUSTOMER SUCCESS, ACCOUNT MANAGEMENT & PORTFOLIO SALES Abax
2019 - 2024

B2B SaaS and telematics business serving customers across multiple countries. • Led Customer Success, Account Management and Portfolio Sales through local managers across nine countries, directly managing a team of 12. • Held full P&L and result ownership for the existing-customer portfolio, including international and global customers. • Owned the full post-sale lifecycle, including retention, renewal, expansion, customer health and portfolio performance. • Reduced churn by 5% by building structured customer journeys and earlier risk identification into the account model. • Delivered the company's best-ever CSAT result, 6% above the industry benchmark, within the first year. • Directed the build of customer segmentation, escalation workflows and health dashboards that shifted the organisation from reactive contact to proactive, data-informed account management. • Established follow-up, upsell and renewal-risk routines and partnered closely with Sales on upgrade opportunities. • Owned hiring, coaching, promotions and performance management for local Customer Success and Account Management leads. • Directed the build of dashboards and KPI frameworks that improved leadership visibility into retention, customer health, risk and portfolio performance. • Used NPS and CSAT analysis to inform Product and executive decisions.

Education

Degree of BS in Business AdminSt. Peter's University
1985 - 1989

Certification

Total Certifications1

Certified EU GDPR Data Protection Officer

Advisera (DPO-04836)

2026

Credential ID: DPO-04836

Skills

Core skills8
Interests8
Languages3

Skills

Voice of Customer
AI and automation for support operations
GDPR and data governance
operating-model design and implementatio
Customer Operations strategy
Cross-functional leadership
P&L responsible
KPI, OKR frameworks and exec dashboards

Interests

Operational Excellence
Customer Experience (CX)
AI Governance & Responsible AI
Data Privacy & GDPR
Governance, Risk & Compliance (GRC)
Customer Success & Retention
Data Analytics & Business Intelligence
Digital Transformation & Process Automat

Languages

English
Norwegian
Spanish