Responsible for collecting and analyzing multilingual conversational data focusing on diplomatic terminology for AI models development. Ensuring linguistic accuracy and terminology consistency.
About the role
- Director of Business and Data Analytics leading a team for USAA's Member Value operations. Providing data-driven insights to enhance member satisfaction through strategic analytics.
Responsibilities
- Lead a talented team of analysts to provide data-driven thought leadership and strategic insights for Member Value Contact Center Operations
- Leverage quantitative and qualitative analytics to inform strategies related to member experience and contact center operational efficiency
- Empower key stakeholders in the contact center to effectively manage, influence and shape strategy, enhancing member satisfaction and value
- Oversee and coordinate the strategy of subfunctions in the establishment and execution on the delivery of information and analytics platforms and solutions to key stakeholders
- Provide thought leadership and system thinking to influence relevant data, information, and application architecture decisions
- Lead data reporting to identify reporting opportunities, analytics, and complex projects
- Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in compliance with policies
Requirements
- Bachelor's Degree in Statistics, Mathematics, Operations Research, Engineering or other quantitative field
- OR 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree
- 8 years data and analytics related experience, generating results in a complex financial services organization
- 3 years of people leadership experience in building, managing and/or developing high-performing teams
- Experience collaborating with key resources and stakeholders, influencing decisions and managing work to achieve strategic goals
- Strong business acumen in the areas of measuring business outcomes, business operations, industry practices and emerging trends
- Experience leading projects using Agile methodologies
- Experience conducting moderately large scale data analysis using internal and external data to support business decision making
- Proven ability to tell a story through data and communicate effectively with executive level leadership
Benefits
- comprehensive medical, dental and vision plans
- 401(k)
- pension
- life insurance
- parental benefits
- adoption assistance
- paid time off program with paid holidays plus 16 paid volunteer hours
- various wellness programs
- career path planning and continuing education
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