Senior Data Analytics Leader

Looking for a Data-Driven Leader to Enhance Operational Efficiency and Customer Experience.

This role is responsible for leading data-driven initiatives to enhance operational efficiency, customer experience, and business outcomes in a contact center. The ideal candidate will have strategic oversight of data analytics projects, collaboration with cross-functional teams, and the ability to translate insights into actionable improvements.

• Lead the delivery of high-impact data analytics projects, ensuring alignment with business objectives and measurable outcomes.
• Collaborate with CX, Sales, and innovation teams to identify data-driven opportunities for process optimization, cost reduction, and revenue growth.
• Develop and present compelling business cases, leveraging data insights to justify improvement initiatives.
• Design and implement customer journey maps and process maps to drive optimized, future-state experiences across people, process, data, and technology.
• Analyze interaction trends across human-assisted channels to inform operational strategies and channel optimization.
• Create engaging, data-rich visualizations (slides, charts, dashboards) for stakeholders at all levels.
• Proactively manage project risks, maintain risk registers, and escalate issues as needed.
• Monitor project progress from ideation through benefits realization, ensuring KPIs are met.

• Minimum 5 - 7 years of experience in data analytics, data sciences, process excellence, or delivery innovation, with at least 3 years in a senior leadership or management role within a contact center or telecommunications environment.
• Proven track record of delivering measurable results through data-driven initiatives, including cost savings, revenue growth, or customer satisfaction improvements.
• Extensive experience leading cross-functional teams and managing complex, high-stakes projects with multiple stakeholders.
• Demonstrated success in implementing advanced analytics solutions (e.g., sales / churn / NPS predictive models, customer segmentation).
• Experience with using and modeling data on BI tools such as Power BI, Tableau etc.
• Prior experience in developing and executing data-driven strategies for customer experience optimization, such as reducing average handle time, improving sales, or enhancing self-service adoption.

• Advanced proficiency in Excel and PowerPoint for data analysis, visualization, and stakeholder communication.
• Expertise in system/data analysis and data interrogation, with strong skills in SQL for querying and manipulating large datasets.
• Proficiency in Python or R for advanced data analysis, statistical modeling, and automation of analytical processes.
• Hands-on experience with Power BI, Tableau, or similar BI tools for creating interactive dashboards and reports with real-time data integration.

• Leadership opportunity to drive data-driven initiatives and enhance operational efficiency and customer experience.
• Chance to work with cross-functional teams and collaborate with various stakeholders.
• Opportunity to develop and present compelling business cases and leverage data insights to justify improvement initiatives.

• Strong knowledge of Lean Six Sigma and Agile methodologies (Scrum). Certified ScrumMaster (CSM) or Lean Six Sigma Green certification is highly desirable.
• Experience applying contemporary process improvement frameworks to achieve operational excellence.