Director, Data Science

Position Overview

The Director, Data Science will be a pivotal leader, responsible for spearheading the data analytics strategy across both Customer Experience (CX) and Business Process as a Service (BPaaS) offerings. This role involves transforming complex customer and operational data into actionable business intelligence and strategic insights. The Director will drive data-informed decision-making across the organization, optimize customer journeys, measure the impact of CX initiatives on business outcomes, and demonstrate the measurable business value and ROI of BPaaS solutions to clients. This leader will be instrumental in fostering continuous service improvement and enhancing overall client satisfaction and business performance.

Key Responsibilities

• Strategic Leadership & Analytics Strategy: Develop and execute a comprehensive data analytics strategy for both CX and BPaaS domains, ensuring alignment with broader business objectives and promoting data-driven decision-making at all levels.
• Advanced Analytics & Modeling: Lead the design and implementation of sophisticated analytics models to extract meaningful insights from diverse data sources, including customer feedback, interaction data, operational metrics, and service delivery performance. This includes developing predictive models to forecast customer behavior, identify at-risk customers, forecast service volumes, resource needs, and potential process bottlenecks.
• Performance Measurement & Optimization: Design and implement robust analytics frameworks to measure, track, and optimize the performance of CX initiatives and BPaaS solutions across multiple client engagements. This involves creating methodologies to quantify business impact, ROI, cost savings, and efficiency gains.
• Operational & Process Excellence: Lead data-driven initiatives to identify process optimization opportunities, resource utilization improvements, and automation potential across all service delivery operations for both CX and BPaaS.
• Reporting & Dashboard Architecture: Design and develop comprehensive, sophisticated dashboards and reporting systems that effectively communicate CX performance, BPaaS performance, trends, ROI, SLA compliance, and key performance indicators (KPIs) to executive leadership, internal stakeholders, and clients.
• Benchmarking & Industry Insights: Establish robust benchmarking frameworks to compare performance across clients, industries, and against market standards, leveraging industry insights to drive continuous improvement.
• Client Engagement & Analytics Services: Collaborate with Product and Sales teams to develop and offer value-added analytics services and insights that enhance core BPaaS solutions and create additional revenue streams, while also translating complex operational data into compelling, client-facing value demonstrations.
• Cross-Functional Collaboration: Partner effectively with Technology, Operations, Workforce Management, Account Management, and Product Development teams to identify analytics needs, embed analytics requirements into platforms and data architecture, and deliver insights that drive business growth and customer satisfaction.
• Team Leadership & Development: Build, mentor, and grow a high-performing, cross-functional team of data analysts, data scientists, and reporting specialists focused on CX and BPaaS performance analytics, fostering a culture of analytical excellence and continuous learning.
• Data Governance & Quality: Establish and enforce standards for data quality, accessibility, and compliance across all analytics functions, ensuring consistent and reliable reporting.
• Technology Innovation: Evaluate, recommend, and implement advanced analytics tools and platforms to enhance analytical capabilities, reporting efficiency, and automation potential.
• Change Management: Drive data-informed process improvements and change initiatives across service delivery teams based on analytical insights, ensuring effective adoption and sustained improvements.

Qualifications

• Experience: 15 to 20 years of progressive experience in analytics, business intelligence, or data science, with at least 5 years in leadership roles, preferably within service delivery or customer-centric environments.
• Education: Bachelor's degree required; Master's degree in Business Analytics, Data Science, Statistics, Operations Management, or a related quantitative field preferred.
• Technical Skills:
• Strong proficiency in data analysis tools and languages (SQL, Python, R).
• Extensive experience with BI visualization platforms (Power BI, Tableau).
• Knowledge of process mining and automation analytics tools (e.g., Celonis, Automation Anywhere, UiPath Insights).
• Understanding of ERP systems data structures and business process flows.
• Proficiency in statistical analysis, predictive modeling, and machine learning concepts.
• Domain Knowledge:
• Direct experience with BPaaS, BPO, or managed services business models.
• Deep understanding of CX metrics and methodologies (NPS, CSAT, CES, Journey Mapping).
• Strong understanding of service delivery metrics, SLAs, and operational KPIs.
• Familiarity with process improvement methodologies (Lean, Six Sigma).
• Leadership: Proven ability to build, lead, mentor, and grow high-performing analytics teams.
• Communication: Exceptional ability to translate complex data insights into clear, actionable recommendations for diverse audiences, including executive leadership and clients.
• Strategic Thinking & Client Orientation: Forward-looking mindset with the ability to connect analytics initiatives to broader business strategy and service delivery excellence, and demonstrated experience translating complex data into client-facing value.

Ideal Candidate Attributes

• A passionate advocate for both customer-centricity and data-driven decision-making.
• A visionary leader who can inspire teams, influence cross-functional stakeholders, and build strong bridges between technical and business teams.
• A problem-solver who thrives in complex, ambiguous environments, with a strong process excellence mindset that identifies efficiency opportunities through data.
• A business-focused approach to analytics emphasizing outcome measurement and value creation.
• A client-centric perspective on how analytics can enhance service delivery and demonstrate value.
• An innovative thinker who can envision new ways to leverage data for both CX differentiation and BPaaS growth.
• A collaborative leader who fosters a culture of analytical excellence and continuous learning.