Director, CX Data and Service Analytics

• Must be able to write SQL, Python, and Databricks notebooks/workbooks well enough to guide analysts, review logic, validate results, and advise on performance optimization.
• Deep understanding of analytics engineering concepts, semantic model design, dimensional modeling, metric definition, dashboard design, and scalable reporting patterns.
• Strong familiarity with Service and CX performance measures, including call center metrics, queue performance, handle time, first-contact resolution, abandonment, transfer rates, quality measures, CSAT, NPS, and member experience trends.
• Experience with CX survey or Voice of Customer platforms such as Qualtrics or similar tools, and ability to integrate survey signals with operational and behavioral data.
• Working knowledge of Databricks, lakehouse architecture, gold-layer data assets, BI platforms, governed metrics, and reusable data products.
• Data science understanding or hands-on experience in predictive modeling, classification, forecasting, segmentation, recommendation, anomaly detection, and pattern recognition.
• Understanding of agentic AI, AI assistants, and AI-enabled analytics patterns, including use of governed semantic models as trusted sources for AI agents and decision-support tools.
• Ability to partner with engineering teams on data model requirements, performance considerations, reusable logic, testing, data quality, reliability, and production readiness.

• Demonstrated hands-on analytics depth, including direct experience with SQL and Python and the ability to inspect, challenge, and improve analytical logic.
• Proven ability to partner strategically with Service or Operations leadership to translate business objectives into measurable analytics products and enterprise reporting.
• Experience making prioritization decisions using business value, urgency, reuse potential, risk, and delivery capacity, while maintaining a supportive stakeholder experience.
• Experience moving high-value ad hoc analysis into scalable reporting, governed metrics, semantic models, or data engineering-supported assets.
• Ability to operate in a resource-constrained environment with a bias toward MVP delivery, iteration, reuse, and measurable business impact.
• Comfort working across Analytics, Data Engineering, Data Governance, Technology, Data Science, AI, and business leadership teams to deliver trusted analytics at scale.

• Bachelor degree in Analytics, Data Science, Computer Science, Information Systems, Statistics, Mathematics, Economics, Business, Finance, Operations, or related field required; master degree preferred.
• 10+ years of progressive experience in analytics, business intelligence, reporting, data science, CX analytics, service analytics, operations analytics, or related disciplines.
• 5+ years of leadership experience managing analytics, BI, reporting, insights, or analytics engineering teams.
• Experience leading analytics transformation, reporting modernization, KPI standardization, self-service analytics, dashboard rationalization, or semantic model adoption.
• Experience supporting senior leaders through operating reviews, performance management routines, executive dashboards, and strategic decision support.
• Experience in healthcare, financial services, benefits administration, contact center operations, regulated environments, or consumer-facing service operations preferred.
• Strong communication skills with the ability to make complex data actionable and to explain technical tradeoffs to non-technical leaders.
• Strong people leadership skills with the ability to coach analysts, raise quality standards, develop talent, and create a culture of accountability and continuous improvement.

#LI-Re

The actual compensation offer is determined based on job-related knowledge, education, skills, experience, and work location.

This position will be eligible for performance-based incentives and restricted stock units as part of the total compensation package, in addition to a full range of benefits including:

• Medical, dental, and vision
• HSA contribution and match
• Dependent c are FSA match
• Uncapped p aid t ime o ff
• Paid p arental l eave
• 401(k) match
• Personal and healthcare financial literacy programs
• Ongoing e ducation & t uition a ssistance
• Gym and f itness r eimbursement
• Wellness p rogram incentives

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