Director, CX Data and Service Analytics

Role Overview:

• Serve as the primary analytics and reporting partner to Service leadership, defining performance questions and member experience measures.
• Own the Service analytics roadmap, balancing executive priorities and operational reporting needs.

Team Leadership:

• Build, lead, and develop a high-performing analytics team with role clarity, delivery standards, and measurable impact.
• Manage personnel actions including hiring, coaching, training, and performance management.

Technical Collaboration:

• Partner with Data Engineering and Technology teams to design and mature semantic models for scalable analytics.
• Provide hands-on guidance on SQL, Python, and Databricks to optimize analytical logic and performance.

Strategic Impact:

• Drive report rationalization and automation, converting ad hoc analysis into reusable data products.
• Translate complex analytics into clear business narratives for executive audiences.