Director of AI & Digital Analytics

National Debt Relief, LLC.•,

9d•$188,500 - $217,000•Remote

About The Position

National Debt Relief is seeking a strategic and insights-driven Director of Digital & AI Analytics to design the measurement, insights and optimization of our end-to-end customer experience. This role will own the enterprise-wide analytics strategy related to digital journeys and AI interaction support within client journeys. With a key focus on ensuring that the data we collect is used to create a competitive advantage in driving growth, efficiency, and client satisfaction. This role will be a key partner in supporting testing, performance management, and scale of agent-replacement AI within the organization. As a Director, you will lead a team and partner cross-departmentally to ensure that the data insights inform decision making and support the long term experience strategy for the company. Expectations are to be both a leader of team as well as direct contributor/partner in improving customer journeys, increases conversion rate, and enhances client satisfaction.

Requirements

Bachelor’s degree in Data Analytics, Business Analytics, Statistics, Computer Science, Marketing, Business, or a related field; or equivalent combination of education and relevant experience.
10+ years of experience in digital, product, or marketing analytics, including 3–5 years in a leadership role.
Proven track record of building and leading analytics teams.
Demonstrated experience with customer experience (CX) optimization, funnel performance tracking, and self-service channel performance.
Experience analyzing conversational AI/LLM-driven interactions, including chat or voice bots and associated containment, accuracy, and quality metrics.
Experience designing and evaluating A/B tests for AI models or prompts and translating results into clear go/no-go recommendations.
Strong SQL skills, with Snowflake experience preferred, and proficiency in data modeling and manipulation.
In-depth knowledge of digital analytics platforms such as GA4, Adobe Analytics, Mixpanel, or similar tools.
Proficiency with tag management systems such as Google Tag Manager (GTM), Adobe Launch, or Tealium.
Strong knowledge of A/B testing frameworks and experimentation design.
Proficiency with data visualization and dashboarding tools such as Tableau, Sigma, Looker, or Power BI.
Ability to communicate complex data and analytical findings clearly and drive action across technical and non-technical stakeholders.

Nice To Haves

Experience in financial services or fintech, particularly client onboarding or customer support journeys, preferred.
Track record of driving enterprise transformation through analytics strategy, preferred.
Familiarity with server-side tracking, customer data platforms (CDPs), such as Segment or mParticle, and/or customer data governance frameworks, preferred.
Experience with Python, BigQuery ML, or Airflow, preferred.

Responsibilities

Define and lead the digital and client experience analytics strategy, aligning with business priorities and objectives.
Drive the vision for data collection and data governance across the digital platforms such as event tracking, tagging and KPIs.
Lead and mentor a team of analysts, fostering professional growth and building best-in-class analytics.
Partner with executives to translate data-driven insights into business strategy.
Guide the development of advanced dashboards, scorecards, and reporting to ensure insights are delivered to the right stakeholders at the right time.
Oversee the customer journey analytics to identify pain points, opportunities and improvements in digital experiences.
Collaborate with data engineering to ensure data flows into Snowflake for unified analytics.
Stay ahead of digital analytics trends, data privacy regulations (GDPR, CCPA), and evolving best practices in customer experience measurement.
Own the analytics strategy for AI Analytics, building the measurement framework that governs agent-replacement AI interactions across voice and chat channels.
Lead test design and results analysis for AI model and prompt experiments (e.g., model version A/B tests, containment vs. escalation testing) to validate performance before scaling.
Define and monitor performance KPIs for AI-handled interactions — containment rate, accuracy, quality/CSAT, and escalation rate — and translate findings into optimization roadmaps.
Partner with AI Analytics, Speech Analytics, and Engineering teams to ensure AI interaction data (transcripts, model outputs, outcomes) flows into unified dashboards for real-time visibility.
Guide the scale-up of AI-handled interaction volume, balancing performance thresholds, risk, and client experience as agent-replacement AI expands across channels.
Computer competency and ability to work with a computer.
Prioritize multiple tasks and projects simultaneously.
Exceptional written and verbal communication skills.
Punctuality expected, ready to report to work on a consistent basis.
Attain and maintain high performance expectations on a monthly basis.
Work in a fast-paced, high-volume setting.
Use and navigate multiple computer systems with exceptional multi-tasking skills.
Remain calm and professional during difficult discussions.
Take constructive feedback.