Define and own the end-to-end performance analytics strategy for Customer Operations and Claims CX, aligned to enterprise goals.
Establish standardized metrics, KPIs, and performance frameworks across channels (voice, digital, self-service) and claims journeys.
Lead, mentor, and scale a team of six performance analysts.
Serve as a trusted thought partner to senior leaders in Contact Center Operations and Claims.
Translate business questions into analytical approaches and deliver insights that drive measurable outcomes.
Present complex analyses and performance stories to executive audiences with clarity and impact.
Oversee operational performance, customer experience, quality, productivity, and cost analytics.
Identify drivers of customer satisfaction, handle time, cycle time, leakage, rework, and operational variability.
Lead deep-dive analyses to identify root causes and improvement opportunities across people, process, and technology.
Drive adoption of advanced analytics (conversational intelligence and AI-enabled insights)
Partner with EDS to ensure high-quality, trusted, and scalable data assets.
Enable self-service analytics for business leaders while maintaining strong governance.
Establish best practices for analytics delivery, prioritization, and stakeholder engagement.
Ensure data integrity, metric consistency, and alignment with enterprise performance standards.
Manage roadmap planning, intake, and value realization for analytics initiatives.

5+ years of experience in analytics, performance management, or data science roles, with at least 3 years in a people leadership capacity.
Strong fluency in operational metrics, customer experience measurement, and performance management.
Proven ability to influence senior leaders and drive change through data.
Excellent executive communication and storytelling skills.
Ability to manage multiple competing priorities and thrive in evolving and fast-paced environments.
Foundational knowledge of insurance products, coverages, and concepts.
Willingness to lean into AI-augmented and conversational analytic tools, driving adoption and creating business value.
Exposure to advanced analytics, AI/ML use cases, and experimentation frameworks. Direct conversational intelligence and AI analytics experience is a plus.
Hands-on experience with modern BI and analytics platforms (Tableau, Snowflake, etc.)
Strong understanding of omnichannel customer journeys and digital servicing models.
Understanding of insurance contact center operations.

Director of Performance Analytics – Customer Operations

Key skills