Lead Data Analysis

This is a full-time onsite role based in the location(s) posted and is performed from the designated work location five days per week. No relocation is offered. Overall Purpose As a trusted analytics lead, you will transform complex datasets into compelling stories and actionable recommendations that influence strategy, customer experience, and business performance. You will leverage advanced analytics, visualization platforms, and AI-enabled tools to accelerate insight generation, root-cause analysis, anomaly detection, data validation, and executive decision-making. This position combines deep analytical expertise, business acumen, and emerging AI capabilities to solve high-impact customer and operational challenges. Key Roles and Responsibilities Typical responsibilities include, but are not limited to: Omnichannel Analytics & Performance Measurement • Own performance measurement and reporting for Billing & Payments experiences across digital and assisted channels. • Develop comprehensive measurement frameworks, KPIs, and scorecards to monitor customer engagement, operational efficiency, and business outcomes. • Analyze customer journeys to identify friction points, drop-offs, opportunities, and emerging trends. Advanced Analytics & Business Insights • Conduct deep-dive analyses to uncover root causes, quantify opportunities, and support strategic business decisions. • Translate complex analytical findings into concise, executive-ready recommendations. • Partner with cross-functional stakeholders to evaluate business cases, support prioritization decisions, and measure program success. AI-Enabled Analytics & Decision Support • Leverage AI and machine learning tools to accelerate insight generation, anomaly detection, forecasting, data validation, and pattern recognition. • Apply AI-enabled solutions to summarize complex trends, automate quality checks, improve analytical efficiency, and enhance decision support. • Evaluate emerging analytics and AI capabilities to continuously improve analytical processes and business impact. Data Visualization & Storytelling • Create compelling dashboards, visualizations, and executive presentations that simplify complex data and communicate clear business outcomes. • Develop automated reporting solutions that provide actionable insights to business leaders. • Drive adoption of self-service analytics capabilities across stakeholder groups. Data Quality & Governance • Ensure accuracy, consistency, and reliability of data across multiple platforms and repositories. • Identify and resolve data discrepancies while implementing controls and monitoring processes to maintain data integrity. • Collaborate with technology and data engineering teams to improve data quality, availability, and accessibility. Cross-Functional Leadership • Partner with Product, Customer Experience, Digital, Operations, Finance, and Technology teams to solve complex business challenges. • Lead large-scale analytical initiatives supporting customer experience transformation and business performance improvement. • Mentor analysts and foster best practices in analytics, visualization, and AI-driven decision-making. Technical Skills & Tools Experience with several of the following: • SQL • Power BI • Adobe Analytics • Adobe Customer Journey Analytics (CJA) • Snowflake • Databricks • Python • Statistical modeling and predictive analytics • Generative AI and AI-enabled analytical tools • Data visualization and dashboard development • Customer journey analytics • Large-scale data environments Education Bachelor's degree in Computer Science, Statistics, Mathematics, Economics, Data Science, Engineering, Information Systems, or a related field. Experience • 5+ years of experience in analytics,