Director, Omnichannel Analytics
4 days ago
Description
•Identify business use cases that can be addressed with Omnichannel Analytics capabilities to drive business growth, customer experience improvements and/or cost savings. •Identify opportunities to streamline Omnichannel reporting & insights. •Work with the rest of the Analytics and/or Data Services teams for the delivery of data analytics projects, initiatives, requests and efforts. •Setup regular meetings with stakeholders to provide status update or change priorities. •Establish a plan for regular communication of relevant business and consumer insights to the appropriate teams. •Deliver effective and compelling communication across the organization to ensure that insights impact the business decision process. •Develop and present analysis outputs that effectively engage the audience, utilizing visualizations to facilitate meaningful discussions. •Highlight quantifiable opportunities and provide actionable recommendations for improvement and areas of success. •Work with end users to give them training on a variety of tools & technologies to allow them to be self-sufficient in some of their basic data needs. •Foster an omnichannel analysis mindset within the team by elevating focus from data details to broader business processes and customer experience. •Build productive relationship with business stakeholders to help move data analytics projects and maturity. •Lead Key Initiatives: Responsible and accountable for working with business, IT and internal data analytics teams to define, execute and implement key data initiatives (as prioritized) across multiple lines of business. •Provide thought leadership to key corporate initiatives and be a subject matter leader in the disciplines of data & omnichannel analytics. •Collaborate with key stakeholders in Operations and Product to deliver omnichannel analysis support, offering product and client insights as needed. •Provide analytical support for strategic initiatives, ensuring an omnichannel perspective is applied.
Requirements
•A bachelor’s degree in the fields of statistics, business, mathematics, computer science or other related fields •7 years of experience in statistical analysis, data visualization, and reporting tools (e.g., SQL, Power BI, R, Python, Tableau); expert knowledge in Excel •3+ years of experience with contact center operations and/or customer experience •5+ years of management experience and developing people •Experience developing process or journey mapping and developing customer experience improvements (CX) •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 •Experience with machine learning technologies, particularly in their application to data analytics, predictive modeling, and process automation •Exceptional leadership and people management skills, with the ability to inspire and guide a team of managers & 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
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