Director, Experience Analytics

**Leadership & Strategy Development: (15%)**
- Lead a team of CX/EX analysts, fostering a culture of continuous learning and professional development.
- Develop and implement a comprehensive strategy for the CX/EX reporting and analytics function, aligning it with the organization's broader goals.
- Establish best practices for data analysis, reporting, and automation to enhance the efficiency and effectiveness of the team.
- Drive the creation of a scalable analytics and reporting framework that meets the needs of various stakeholders across the organization.

**Analytics & Reporting: (35%)**
- Oversee the development of reports and dashboards that provide clear, actionable insights for senior leadership and other key stakeholders.
- Guide the team in leveraging multiple data sources, across multiple lines of business, to create comprehensive reports and analysis, ensuring accuracy and relevance.
- Leverage statistical techniques and create data analytics tools to extract meaningful insights from complex data sets.
- Automate repetitive reporting processes to enhance efficiency and reduce manual workloads.
- Direct the creation of studies that add value to the decision-making process through proactive data analysis, reporting, and research

**Collaboration & Stakeholder Management: (10%)**
- Collaborate closely with the Data Analytics (DA), Experience, IT and Operational teams to ensure alignment and integration of data sources, methodologies, and insights.
- Partner to explore and implement AI-driven solutions that enhance efficiencies, streamline processes, and drive innovation in reporting and analytics.
- Work closely with cross-functional teams to identify data needs, refine analytics requirements, and deliver insights that inform strategic decisions.
- Lead team to present findings and recommendations in a clear, compelling manner.

**AI & Technology: (15%)**
- Explore and leverage AI tools and technologies to create efficiencies in data processing, analysis, reporting, and predictive analytics.
- Stay up-to-date with the latest developments in AI, machine learning, and predictive analytics, and integrate these technologies into the CX/EX analytics function to drive innovation.
- Encourage the team to think creatively about how AI can be used to automate routine tasks and uncover deeper insights.

**Training & Development: (25%)**
- Provide hands-on training and mentorship to analysts, helping them develop technical skills in statistics, analytics, reporting and predictive analytics.
- Stay up-to-date with the latest industry trends, tools, and techniques in data analytics, AI, and CX/EX, and share this knowledge with the team.
- Encourage innovation and creative problem-solving within the team, fostering an environment where new ideas and approaches are valued.

Number of Direct Reports and Typical Job Titles: 5-7 Experience Analysts

Total Number of Employees (includes direct reports and all employees in those organizations): 5-7

Responsibility for managing project resources: Yes

Basic Qualifications:

- Bachelor’s degree in Data Science, Statistics, Business Analytics, or a related field.
- Minimum of 7 years of experience in data analytics/reporting, with at least 3 years in a leadership or management role.
- 7 years of experience in statistical analysis, data visualization, and reporting tools (e.g., SQL, Power BI, R, Python, Tableau); expert knowledge in Excel.
- Proven experience in building and leading a data analytics/reporting function within a complex organization.
- Proven experience reporting on and deriving insights from both structured and unstructured data.
- Exceptional leadership and people management skills, with the ability to inspire and guide a team of analysts.
- Strong strategic thinking and problem-solving abilities, with a focus on deriving actionable insights from data.
- Excellent communication skills (in English - both verbal and written), with the ability to present complex data in a clear and compelling way to non-technical stakeholders.
- Ability to work collaboratively in a fast-paced environment and manage multiple priorities effectively.

**Environment/Physical Demands**:This position requires incumbents to regularly sit at a desk and operate standard office equipment such as a computer and phone. Employee is occasionally required to stand and walk, lift, carry and/or move up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus. Must be able to talk and hear. Required to use hands to finger, handle, or feel objects, tools or controls. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Occasional travel - no more than 10%

Ability and willingness to manage all interactions via videoconference.

Preferred Experience:

- A Master’s degree in Data Science, Statistics, Business Analytics, or a related field
- Experience in CX/EX analytics.
-