Senior Director of Data, Analytics & Customer Insights

MEDI TRANS LLC•Pompano Beach, FL

3h•Hybrid

About The Position

The Senior Director of Data, Analytics & Customer Insights is responsible for defining and executing the organization’s data, reporting, and analytics strategy, while also leading the Customer Success function. This role ensures the business has reliable, timely, and actionable insights to support decision-making across the organization and drives improvements in customer experience and retention. The Senior Director owns enterprise reporting across customer, operations, provider, and finance domains, manages the Customer Success team responsible for analyzing customer complaints and trends, and translates customer insights into operational improvements. In addition, this role combines data analytics expertise with customer intelligence capabilities to analyze customer behavior, preferences, and needs. The position requires researching, analyzing, and interpreting customer data seeking to gain a deep understanding of customers and their experiences with the company's products or services.

Requirements

Bachelor's degree in Statistics, Business Analytics, Marketing Analytics, or related field
5+ years of experience in customer analytics, business intelligence, or data analysis
Proven record of accomplishment using data insights to drive business decisions
Experience with customer data platforms, CRM systems, and analytics tools
Strong analytical, problem-solving, and critical thinking skills

Nice To Haves

Master’s degree is preferred
Research & Analytical Methods
Blend of quantitative and qualitative research methods
Data analysis techniques to effectively interpret customer information
Expertise in data management, data mapping, and data quality
Extensive experience in data analytics, business intelligence, and reporting
Demonstrated ability to define and implement enterprise reporting strategies
Ability to connect data insights to operational and financial outcomes
Effective communication skills with technical and non-technical audiences to effectively translate insights into actionable recommendations.
Ability to create compelling narratives around data
Present finding to drive strategic decision-making
Ability to link customer insight to business performance metrics

Responsibilities

Define and execute the organization’s data and analytics strategy aligned to business priorities
Establish standards for metrics, KPIs, reporting, and data definitions to ensure consistency and trust
Partner with executive leadership to identify and evolve reporting and insight needs
Collect and analyze customer data from various sources.
Use insights gained from customer analytics to improve business decisions, increase customer satisfaction, and drive revenue growth
Translate insights into actionable recommendations for the business
Own the design, development, and maintenance of enterprise reports, dashboards, and recurring analytics
Ensure reporting is accurate, timely, and actionable for stakeholders at all levels
Maintain standard reporting while enabling appropriate access to data for ad hoc and exploratory analysis
Oversee the way data is organized and maintained to enable accurate and timely reporting across the organization
Improve accessibility and usability of data while maintainingappropriate governance and security
Ensure reporting solutions scale with evolving business needs
Integrate customer data with sales, marketing, finance, and operations data for comprehensive business insights
Correlate data sets to various business outcomes
Collaborate closely with Customer, Operations, Provider, Finance, and Technology teams to understand business processes and data needs
Translate business questions into clear analytical approaches and reporting solutions
Act as a trusted advisor by proactively surfacing insights, trends, and risks
Ensure data accuracy and efficient maintenance of data
Develop and implement strategies to ensure that all communications are consistent, timely, and relevant
Protect confidential customer information
Establish data quality standards, validation processes, and issue resolution practices
Own core metric definitions and ensure alignment across departments
Promote responsible data usage and data literacy across the organization
Lead and develop analytics and reporting resources (employees and/or partners)
Set priorities, manage workloads, and ensure delivery against business timelines
Coach team members and stakeholders on effective use of data and analytics tools
Provide leadership oversight for the Customer Success function, with accountability for customer feedback, complaint analysis, and retention-focused insights
Establish processes for capturing, categorizing, and analyzing customer complaints and feedback across channels
Develop reporting and dashboards that identify complaint drivers, trends, and root causes
Partner with Operations and functional leaders to translate customer insights into prioritized improvement initiatives
Track the impact of operational changes on customer satisfaction, complaint volume, and retention metrics
Ensure customer experience data is integrated with operational and performance reporting for a holistic view of business health
Serve as a bridge between Customer Success, Operations, and Leadership to ensure customer insights inform operational decisions
Proactively surface risks to customer retention and experience using data and trend analysis
Support leadership with regular customer experience reporting and recommendations