Director of AI & Digital Analytics

• Define and lead the digital, AI, and customer experience analytics strategy in alignment with organizational priorities and long-term business objectives.
• Establish the vision for digital data collection and governance, including event tracking, tagging frameworks, KPI definitions, and measurement standards.
• Lead, mentor, and develop a high-performing analytics team while building scalable and best-in-class analytical capabilities.
• Partner with executives and senior stakeholders to translate complex analytical findings into actionable business strategies and decisions.
• Guide the development of advanced dashboards, scorecards, and reporting solutions that provide timely insights to the appropriate stakeholders.
• Oversee customer journey analytics to identify friction points, performance gaps, optimization opportunities, and opportunities to improve digital experiences.
• Collaborate with data engineering teams to ensure relevant analytics data flows into Snowflake and supports unified enterprise reporting.
• Monitor developments in digital analytics, customer experience measurement, data governance, and applicable privacy requirements, including GDPR and CCPA.
• Own the analytics strategy for AI-enabled customer interactions across voice and chat channels.
• Develop measurement frameworks and performance standards for agent-replacement AI, including containment, accuracy, quality, customer satisfaction, and escalation metrics.
• Lead the design and analysis of AI model and prompt experiments, including A/B testing, model version comparisons, and containment versus escalation testing.
• Translate experimentation results into clear go/no-go recommendations and optimization roadmaps.
• Partner with AI analytics, speech analytics, engineering, and other technical teams to integrate transcripts, model outputs, outcomes, and performance data into unified dashboards.
• Guide the responsible expansion of AI-handled interaction volumes by balancing performance thresholds, operational risk, and customer experience.
• Identify opportunities to use AI and automation to improve security, analytics monitoring, operational efficiency, and decision-making.

Requirements

• Bachelor’s degree in Data Analytics, Business Analytics, Statistics, Computer Science, Marketing, Business, or a related field, or an equivalent combination of education and relevant experience.
• 10+ years of experience in digital, product, marketing, customer experience, or related analytics, including 3–5 years in a leadership capacity.
• Proven experience building, leading, and developing analytics teams.
• Demonstrated expertise in customer experience optimization, funnel performance measurement, digital journey analytics, and self-service channel performance.
• Hands-on experience analyzing conversational AI or LLM-driven interactions, including chatbots, voice bots, and related containment, accuracy, quality, and escalation metrics.
• Experience designing and evaluating A/B tests for AI models, prompts, or digital experiences and translating results into actionable recommendations.
• Strong SQL skills, with Snowflake experience preferred, along with strong data modeling and data manipulation capabilities.
• Deep knowledge of digital analytics platforms such as GA4, Adobe Analytics, Mixpanel, or comparable solutions.
• Proficiency with tag management platforms such as Google Tag Manager, Adobe Launch, or Tealium.
• Strong understanding of experimentation methodologies, A/B testing frameworks, and statistical analysis.
• Experience with visualization and dashboarding platforms such as Tableau, Sigma, Looker, or Power BI.
• Familiarity with server-side tracking, customer data platforms such as Segment or mParticle, and customer data governance frameworks is preferred.
• Experience with Python, BigQuery ML, or Airflow is preferred.
• Experience in financial services or fintech, particularly within client onboarding or customer support journeys, is preferred.
• Demonstrated ability to drive enterprise transformation through analytics strategy is preferred.
• Exceptional ability to communicate complex data, analytical findings, and recommendations clearly to technical and non-technical audiences.
• Strong executive presence, stakeholder management, strategic thinking, and cross-functional collaboration skills.
• Ability to prioritize multiple projects and initiatives simultaneously in a fast-paced, high-volume environment.
• Strong computer proficiency and ability to navigate multiple systems while managing competing priorities effectively.
• Excellent written and verbal communication skills, professionalism, adaptability, and receptiveness to constructive feedback.
• Ability to remain calm and professional when handling challenging discussions and complex situations.
• Consistent reliability, punctuality, and commitment to high performance expectations.
• Availability to work in a full-time capacity.

Benefits

• Base salary range of $188,500–$217,000 per year.
• Salary within the range is determined by factors including work location, job-related skills, experience, education, training, and market conditions.
• Generous medical, dental, and vision benefits.
• 401(k) plan with company match.
• Paid holidays, volunteer time off, sick days, and vacation.
• 12 weeks of paid parental leave.
• Pre-tax transit benefits.
• No-cost life insurance benefits.
• Voluntary benefits options.
• ASPCA pet health insurance discount.
• Wellness incentive program.
• Team-oriented environment with opportunities for professional growth and development.
• Employee mentorship and leadership programs.
• Opportunity to lead impactful digital analytics, AI measurement, experimentation, and customer experience initiatives.
• Remote work opportunity within the United States.