Service Intelligence & Insights Lead
About The Position
The Service Intelligence & Insights Lead reports to the Senior Director Service Strategy and Portfolio and drives the identification, governance, and adoption of strategic business analytics across the organization. Working with the Senior Director Service Analytics, regional leadership teams, functional leaders, and business stakeholders, the role ensures that KPIs and business metrics are consistently defined, harmonized, measured, and reported to support performance management and continuous improvement across the global Service organization. The role has a specific priority on Growth and Sales. The position focuses on the governance and operationalization of business analytics rather than designing or developing new metrics. It supports strategic decision-making, planning, business reviews, transformation initiatives, and performance improvement through fact-based insights.
Requirements
- Degree in Business Administration, Economics, Engineering, Finance, Data Analytics, or a related field.
- At least 3 years of experience in business analysis, strategy, performance management, business intelligence, or related analytical roles.
- Ability to work effectively across multiple geographies, cultures, and functional teams.
- Advanced analytical and problem-solving skills with strong attention to detail.
- Ability to translate complex data concepts into clear, actionable recommendations.
- Experience with business intelligence and reporting tools such as Power BI or similar.
- Strong knowledge of Excel and data analysis techniques.
Responsibilities
- Lead governance and adoption of the Business Unit's strategic performance measurement framework.
- Ensure consistent interpretation and application of approved KPIs and business metrics across regions.
- Harmonize business reporting standards, analysis methodologies, and measurement processes globally.
- Partner with the Senior Director Service Analytics and regional and functional stakeholders to identify reporting gaps, data quality issues, and opportunities to improve performance visibility.
- Establish and maintain governance processes that ensure compliance with approved KPI definitions and reporting standards.
- Monitor performance trends and provide actionable insights to support strategic decision-making.
- Create and maintain documentation for analytics definitions, performance analytical processes, and governance processes.
- Coordinate regular performance reviews and facilitate discussion of business outcomes, operational effectiveness, and improvement opportunities.
- Support development of executive-level dashboards, reports, and presentations for senior leadership.
- Identify continuous improvement initiatives related to business performance management, reporting efficiency, and analytical processes.
- Support strategic planning, business reviews, and transformation initiatives through fact-based analysis and performance insights.
- Support adoption of governance practices through communication, training, and stakeholder alignment.
- Act as the central point of contact for KPI governance across the global organization.
- Self-manage multiple projects and work streams in a dynamic international environment.
- Collaborate on and support multi-departmental efforts and projects.
- Communicate effectively across the organization and flexibly manage diverse tasks and assignments.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
