Director of CX Analytics
Job Summary
Leading a high-performing analytics team, the full-time salaried Director of CX Analytics will manage the development of scalable analytics and enterprise reporting solutions to enhance member experience and support service leadership in performance management, while collaborating with cross-functional teams to drive data-driven decision-making.
Key Responsibilities
- Serve as the primary analytics partner for Service leadership, defining performance metrics and decision needs
- Own the Service analytics roadmap, balancing operational reporting needs and business value
- Develop scalable analytics, dashboards, and reporting tools to monitor performance and improve member experience
Required Qualifications
- Bachelor's degree in Analytics, Data Science, Computer Science, or related field; master's degree preferred
- 10+ years of experience in analytics, business intelligence, or related disciplines
- 5+ years of leadership experience managing analytics or reporting teams
- Proficiency in SQL, Python, and Databricks
- Experience with CX performance measures and analytics transformation initiatives
Complete Job Description
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