Director of Performance Analytics - Customer Operations

Director Performance Analytics - GB06AE
We're determined to make a difference and are proud to be an insurance company that goes well beyond coverages and policies. Working here means having every opportunity to achieve your goals - and to help others accomplish theirs, too. Join our team as we help shape the future.

The newly formed Applied Analytics organization is seeking a Director of Performance Analytics to lead enterprise analytics for our Customer Operations (Contact Center) and Claims Customer Experience portfolio. This role is responsible for shaping the performance measurement strategy, driving actionable insights, and enabling data-driven decision-making across two of our most critical customer-facing functions. As the organization evolves, this leader will help advance the use of AI-enabled analytics and emerging conversational intelligence to enhance insight generation and performance management.

The Director will partner closely with Contact Center Operations, Claims leadership, Digital, IT, WFM, EDS, and T&OO stakeholders to translate complex data into clear performance narratives that improve efficiency, quality, and customer outcomes. This leader will manage a high-performing analytics team and act as a strategic advisor to senior leaders. The Contact Centers are exceptionally fast-paced and require nimble and flexible leadership.

Key Responsibilities

Analytics Strategy & Leadership

• Define and own the end-to-end performance analytics strategy for Customer Operations and Claims CX, aligned to enterprise goals.

• Establish standardized metrics, KPIs, and performance frameworks across channels (voice, digital, self-service) and claims journeys.

• Lead, mentor, and scale a team of six performance analysts.

Business Partnership & Influence

• Serve as a trusted thought partner to senior leaders in Contact Center Operations and Claims.

• Translate business questions into analytical approaches and deliver insights that drive measurable outcomes.

• Present complex analyses and performance stories to executive audiences with clarity and impact.

Performance Measurement & Insights

• Oversee operational performance, customer experience, quality, productivity, and cost analytics.

• Identify drivers of customer satisfaction, handle time, cycle time, leakage, rework, and operational variability.

• Lead deep-dive analyses to identify root causes and improvement opportunities across people, process, and technology.

Advanced Analytics Enablement

• Drive adoption of advanced analytics (conversational intelligence and AI-enabled insights)

• Partner with EDS to ensure high-quality, trusted, and scalable data assets.

• Enable self-service analytics for business leaders while maintaining strong governance.

Operating Model & Governance

• Establish best practices for analytics delivery, prioritization, and stakeholder engagement.

• Ensure data integrity, metric consistency, and alignment with enterprise performance standards.

• Manage roadmap planning, intake, and value realization for analytics initiatives.

Qualifications Required

• 5+ years of experience in analytics, performance management, or data science roles, with at least 3 years in a people leadership capacity.