Self-Service Data Analytics Lead

Support IVR and chat self-service platforms through robust data visualization, analysis, and reporting. You will serve as the go-to expert for interpreting complex datasets, identifying process gaps, and delivering actionable insights that improve customer experience and system performance. In this individual contributor position, you will be a confident leader capable of managing cross-functional collaboration with IT, Product, and CX stakeholders. You will bring strong analytical thinking, data storytelling ability, and comfort presenting insights to both technical and non-technical audiences. As a Self-Service Data Analytics Lead, duties and responsibilities will include generating and maintaining daily, weekly, and monthly reports, analyzing self-service data to support requests, partnering with IT and product teams to understand existing dashboard data sources, and identifying issues within self-service platforms through data trends. You will also recommend improvements to IVR and chat experiences, monitor key metrics, deliver insights through meetings, maintain data integrity, develop documentation, conduct ad hoc deep-dive analyses, support testing and deployment of new features, and identify opportunities to automate recurring reporting tasks.