Director, CX Data and Service Analytics

Role Description

The Director, CX Analytics & Reporting is the analytics leader for the Service organization, responsible for helping Service leadership understand, explore, define, and deliver scalable analytics and enterprise reporting that enables effective performance management and continuous improvement in member experience.

This role is both a strategic partner and a hands-on analytics leader. The Director works closely with Service leadership to translate business priorities into measurable outcomes, operating metrics, reporting products, and analytic solutions that improve visibility, accountability, decision quality, and action.

The Director also partners with Data Engineering, Data Governance, Data Science, AI, and Technology teams to build durable semantic models, governed reporting assets, and reusable data products that support Service analytics at scale, including gold-layer data assets in Databricks.

This is a hands-on leadership role. "hands-on" may be needed to advise analysts in their code, decision logic, or optimizing performance. The Director is expected to be credible in the work, not only accountable for managing the work.

Qualifications

• 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.

Requirements

• 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.

Benefits

• Medical, dental, and vision
• HSA contribution and match
• Dependent care FSA match
• Uncapped paid time off
• Paid parental leave
• 401(k) match
• Personal and healthcare financial literacy programs
• Ongoing education & tuition assistance
• Gym and fitness reimbursement
• Wellness program incentives

Salary Range

$137500.00 To $182000.00 / year