Data Analytics Team Head

The Data Analytics Head is responsible for leading the analytics function within the Customer Contact Center. This includes:

• Aligning with data owners: Working in close coordination with the Reports Team—the primary owners of data sources and infrastructure—to ensure consistency in data definitions, access, and governance.
• Driving data strategy and governance: Partnering with the Reports Team to support centralized data governance, architecture, and standards. Ensuring the integrity, usability, and strategic application of data across the organization to enable compliant and impactful business intelligence.
• Enabling business intelligence: Overseeing the development of dashboards, reports, and analytics tools that empower data-driven decision-making across teams.
• Managing analytics operations: Leading the Data Analytics team in maintaining data infrastructure, validating data quality, and delivering actionable insights.
• Partnering for impact: Collaborating closely with Experience Specialists to translate insights into improvements that enhance customer experience and operational performance.

1. Strategic Alignment & Governance

• Coordinate with the Reports Team to ensure alignment on data sources, definitions, access, and governance.
• Support centralized data governance, architecture, and standards in partnership with the Reports Team.
• Ensure compliance with internal and external data standards, including privacy and security protocols.
• Support process improvement initiatives using Six Sigma tools and structured problem-solving techniques.
• Collaborate with cross-functional teams to identify root causes and improvement opportunities using Six Sigma methodologies.

2. Leadership & Team Management

• Lead the Data Analytics team in alignment with organizational goals and standards.
• Conduct regular performance reviews, coaching, and development planning for Data Analytics Specialists.

3. Data Infrastructure & Tools

• Oversee the design, development, and maintenance of data pipelines, dashboards, and reporting tools.
• Ensure the integrity, quality, and usability of data used across the Customer Contact Center.
• Manage and train on Customer Contact Center tools related to Total Experience and Data Analytics.

4. Insight Generation & Business Intelligence

• Deliver actionable insights through advanced analytics, trend analysis, and performance monitoring.
• Promote the use of self-service BI tools and foster data literacy across teams.
• Define and monitor KPIs in partnership with business units and OPEX teams.

5. Cross-Functional Collaboration

• Collaborate with Experience Specialists to translate insights into customer experience and operational improvements.
• Lead and/or participate in cross-functional projects, including journey analytics, VOC programs, and process improvement initiatives.
• Participate in scoping sessions and conduct User Acceptance Testing for projects.
• Act as a subject matter expert in analytics during strategic planning, presentations, and decision-making forums.

6. General Responsibilities

• Performs other duties and responsibilities not specifically outlined herein, but are logically inherent to the position.