Director, Data Insights

Company: SPECTRUM
Location: Colorado Springs
Posted on: May 3, 2021

Job Description:

JOB SUMMARYThe Director of Data Insights provides oversight and leadership regarding strategic direction, platform and data flow ownership, and activities and resources for the auto-dispositioning analytics program. This individual will design the strategy while leading a team of direct reports, a matrixed team of NLP analysts, vendor resources and cross-functional team members to design automated disposition analytics services across more than 150M calls per year. MAJOR DUTIES AND RESPONSIBILITIESDesign scorecards, reporting, analytics and modeling of call dispositions to identify customer experience improvement opportunities, self-service needs and in-depth call driver data granularity.Partner closely with internal groups such as outage management, operations, operational support, technology operations, and other teams to harness the daily insightsWork with business stakeholders to analyze business operations and recommend solutions to align individual business functions with organizational goalsCreate and analyze identified and established key operating metrics and assists in development and maintenance of an accurate measurement system.Deliver results while overseeing program initiatives within an Agile methodologyEvaluate customer end-to-end journey and experienceCombine other relevant data with CX metrics to drive greater insight; escalation data, truck rolls, maintenance activity, content, and rate changesEnsure the voice of the customer comes through in the data & analyticsPresent data and insights at relevant forumsWork together with team members to identify analytical plans, methodology options and outputs for key initiativesDistill research data down to focus on the most important insights, linking insights together in frameworks or principles for design and articulating them in a cogent way to drive impactEmbrace a mixture of both quantitative and qualitative methods to back-up strategic recommendations with robust and reliable dataTrain organization and evangelizes tools to ensure consistency / accuracy and builds organizational capability for self-serve data retrieval and analysis to scale actionable insightsDevelop and maintain advanced data models across multiple systems in our Hadoop Data LakeAnalyze external market dynamics and other data sources to assess trends and develop actionable insights and recommendations, via understanding of the business model and the information available for analysisResponsible for the definition and delivery of Product usage reporting including: metrics definition, data visualizations, and ETL requirements.Oversee the creation of automated, customer-readable reports using tools such as Tableau.Perform other duties as requestedREQUIRED QUALIFICATIONSSkills/Abilities and Knowledge* Experience leading teams of data analysts and data scientists* Expert ability to analyze, interpret and present data* Expert understanding of best design and implementation practices in Tableau desktop and server* Expert knowledge of Agile development methodologies* Expert understanding of advanced analytics processes and reporting design principles* Expert ability to manage complex and diverse projects* Strong business acumen and sense of urgency to achieve business results* Ability to communicate complex technical concepts to all levels of an organization to aid in decision-making* A proven track record in managing development within a variety of technology stacks* Good working knowledge of development strategies, project management and business and technical consultancy* Ability to adapt, learn and continue to expand in Cable and IP product and system knowledge* Previous success in management of peer groups, to achieve team objectives* Proven track record for strong problem resolution techniques, ability to find solutions* Strong presentation tool skills including MS Excel and PowerPoint* Strong communication skills, verbal and written, for internal and external customers a must* Ability to balance conflicting resource demands and internal pressures with focus towards our business priorities* Ability to communicate effectively orally and electronically* Ability to make decisions and solve problems while working under pressure* Ability to communicate with all levels of management* Ability to develop, communicate and implement strategies and tactics* Ability to manage and deliver against several initiatives simultaneously* Ability to supervise and motivate others* Ability to prioritize and organize effectively* Ability to read, write, speak and understand EnglishEducation Bachelor's degree in Computer Science, Engineering or related field;Relevant Master's degree preferred, but not requiredRelated Work Experience 7 - 10 years - Telecommunication industry leadership experience 7+ Years - Experience in a customer facing products/services environment 7 + Years - Experience working within a data platform/data analysis environment 7 + Years - Managing complex projects WORKING CONDITIONSOffice environmentSome travel requiredSalaries depend on geography, experience, and education; negotiations begin at $101600For more information on Spectrum's benefits, please click here.

Keywords: SPECTRUM, Colorado Springs , Director, Data Insights, Executive , Colorado Springs, Colorado