Lead Customer Operations Analyst
About The Position
We are the duck. We develop and empower our people, cultivate relationships, give back to our community, and celebrate every success along the way. We do it all…The Aflac Way. Aflac, a Fortune 500 company, is an industry leader in voluntary insurance products that pay cash directly to policyholders and one of America's best-known brands. Aflac has been recognized as Fortune’s 50 Best Workplaces for Diversity and as one of World’s Most Ethical Companies by Ethisphere.com. Our business is about being there for people in need. So, ask yourself, are you the duck? If so, there’s a home, and a flourishing career for you at Aflac.
Requirements
- Advanced analytical skills with ability to synthesize complex, multi-source data into strategic insights
- Expertise in KPI design, metric governance, and performance management frameworks
- Deep experience with workforce planning, capacity modeling, and long-term forecasting
- Advanced proficiency in BI tools (Power BI, Tableau, etc.) and strong SQL/data querying capability
- Strong business acumen with ability to align analytics to operational and financial outcomes
- Executive-level communication and data storytelling skills
- Experience leading projects or initiatives with measurable business impact
- Strong focus on data governance, quality, and scalability of solutions
- Ability to coach, mentor, and elevate analytical talent
- Bachelor’s degree in business, Analytics or related field
- 6+ years of experience in workforce planning, data analytics, business intelligence, or related field
- Or an equivalent combination of education and experience
Nice To Haves
- Experience leading analytics initiatives within Customer Operations, Customer Service, or Contact Center Environments
- Advanced certification in analytics, data, or Workforce Management
Responsibilities
- Lead development and governance of KPI frameworks, dashboards, and reporting standards across Customer Operations
- Drive workforce planning strategy, including long-range forecasting, scenario modeling, and capacity optimization
- Partner with senior leadership to translate business strategy into measurable operational plans and performance targets
- Oversee complex analyses of staffing, productivity, cost, and service performance to identify systemic risks and opportunities
- Establish data governance standards and ensure consistency, integrity, and scalability of reporting and analytics solutions
- Lead cross-functional initiatives with Operations, Finance, and Data teams to improve efficiency and customer outcomes
- Provide thought leadership on automation, advanced analytics, and reporting innovation
- Mentor and guide analysts; establish best practices for analytical rigor, storytelling, and stakeholder engagement
- Influence prioritization of data and analytics investments in partnership with the CDO organization
- Present insights and recommendations to executive audiences to inform strategic decisions
- Perform other related duties as required
Benefits
- medical
- dental
- vision coverage
- prescription drug coverage
- health care flexible spending
- dependent care flexible spending
- Aflac supplemental policies (Accident, Cancer, Critical Illness and Hospital Indemnity offered at no costs to employee)
- 401(k) plans
- annual bonuses
- opportunity to purchase company stock
- 11 paid holidays
- up to 20 days PTO
- state-mandated sick leave
- other leaves of absence
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What This Job Offers
Job Type
Full-time
Career Level
Senior
