Director, Business Analytics, Customer Insights & Performance

Role Description

The Director, Business Analytics, Customer Insights & Performance is responsible for leading enterprise reporting, business intelligence, forecasting, customer insights, and performance management initiatives that drive profitable growth and operational excellence across North America. The role serves as a strategic business partner to executive leadership and provides actionable insights supporting Managed Care, Retail Operations, Marketing, Contact Center, Finance, and Commercial teams. The position establishes enterprise KPI frameworks, delivers executive dashboards, advances predictive analytics capabilities, and identifies automation and AI opportunities that improve business performance and decision making.

Responsibilities & Duties

• Lead enterprise business intelligence, reporting, and analytics strategy across all business functions.
• Develop executive dashboards, KPI scorecards, and performance reporting packages.
• Establish enterprise reporting standards, metric definitions, and data governance processes.
• Identify trends, risks, and opportunities impacting revenue, profitability, customer acquisition, and operational performance.
• Lead customer insights and marketing analytics including acquisition cost, campaign effectiveness, conversion performance, and customer lifetime value.
• Develop analytics supporting Contact Center performance, workforce planning, productivity, and customer experience initiatives.
• Partner with Finance on forecasting, budgeting, strategic planning, business case development, and profitability analysis.
• Develop reporting and performance measurement capabilities supporting Managed Care growth, clinic productivity, provider performance, referral conversion, and retail operations.
• Provide predictive analytics, scenario modeling, and strategic recommendations to executive leadership.
• Identify opportunities to automate reporting and business processes through technology and AI-enabled solutions.
• Build and maintain scalable self-service reporting capabilities using Power BI and related technologies.
• Lead cross-functional analytics initiatives and support enterprise transformation programs.
• Mentor and develop high-performing analytics talent and establish best practices in reporting, visualization, and data storytelling.
• Present business insights and recommendations to executive leadership teams.
• All other duties as assigned.

Qualifications

• Bachelor's degree in Accounting, Business Analytics, Finance, Economics, Statistics, Information Systems, Data Science, Accounting, or related fields.
• MBA or Master's degree preferred.
• 10+ years of progressive experience in Business Intelligence, Analytics, FP&A, Strategic Planning, or Performance Management.
• 5+ years leading high-performing analytics or business intelligence teams.
• Experience supporting executive decision-making through analytics and performance reporting.
• Healthcare, managed care, retail healthcare, or multi-site operations experience preferred.

Key Skills Required

• Advanced analytics, forecasting, and business intelligence expertise.
• Strong financial acumen and strategic planning capabilities.
• Advanced proficiency with Power BI, Excel, SQL, and related reporting platforms, with the ability to quickly learn and apply new tools as business needs evolve.
• Data visualization and executive-level data storytelling skills.
• Excellent communication, stakeholder management, and leadership capabilities.
• Experience with automation, AI-enabled reporting, and process improvement initiatives.