Director of AI & Digital Analytics

• Define and lead the digital and client experience analytics strategy, aligning with business priorities and objectives.

• Drive the vision for data collection and data governance across the digital platforms such as event tracking, tagging and KPIs.

• Lead and mentor a team of analysts, fostering professional growth and building best-in-class analytics.

• Partner with executives to translate data-driven insights into business strategy.

• Guide the development of advanced dashboards, scorecards, and reporting to ensure insights are delivered to the right stakeholders at the right time.

• Oversee the customer journey analytics to identify pain points, opportunities and improvements in digital experiences.

• Collaborate with data engineering to ensure data flows into Snowflake for unified analytics.

• Stay ahead of digital analytics trends, data privacy regulations (GDPR, CCPA), and evolving best practices in customer experience measurement.

• Own the analytics strategy for AI Analytics, building the measurement framework that governs agent-replacement AI interactions across voice and chat channels.

• Lead test design and results analysis for AI model and prompt experiments (e.g., model version A/B tests, containment vs. escalation testing) to validate performance before scaling.

• Define and monitor performance KPIs for AI-handled interactions — containment rate, accuracy, quality/CSAT, and escalation rate — and translate findings into optimization roadmaps.

• Partner with AI Analytics, Speech Analytics, and Engineering teams to ensure AI interaction data (transcripts, model outputs, outcomes) flows into unified dashboards for real-time visibility.

• Guide the scale-up of AI-handled interaction volume, balancing performance thresholds, risk, and client experience as agent-replacement AI expands across channels.

• Bachelor’s degree in Data Analytics, Business Analytics, Statistics, Computer Science, Marketing, Business, or a related field; or equivalent combination of education and relevant experience.

• 10+ years of experience in digital, product, or marketing analytics, including 3–5 years in a leadership role.

• Proven track record of building and leading analytics teams.

• Demonstrated experience with customer experience (CX) optimization, funnel performance tracking, and self-service channel performance.

• Experience analyzing conversational AI/LLM-driven interactions, including chat or voice bots and associated containment, accuracy, and quality metrics.

• Experience designing and evaluating A/B tests for AI models or prompts and translating results into clear go/no-go recommendations.

• Experience in financial services or fintech, particularly client onboarding or customer support journeys, preferred.

• Track record of driving enterprise transformation through analytics strategy, preferred.

• Strong SQL skills, with Snowflake experience preferred, and proficiency in data modeling and manipulation.

• In-depth knowledge of digital analytics platforms such as GA4, Adobe Analytics, Mixpanel, or similar tools.

• Proficiency with tag management systems such as Google Tag Manager (GTM), Adobe Launch, or Tealium.

• Strong knowledge of A/B testing frameworks and experimentation design.

• Proficiency with data visualization and dashboarding tools such as Tableau, Sigma, Looker, or Power BI.

• Ability to communicate complex data and analytical findings clearly and drive action across technical and non-technical stakeholders.

• Familiarity with server-side tracking, customer data platforms (CDPs), such as Segment or mParticle, and/or customer data governance frameworks, preferred.

• Experience with Python, BigQuery ML, or Airflow, preferred.

National Debt Relief Role Qualifications:

• Computer competency and ability to work with a computer.

• Prioritize multiple tasks and projects simultaneously.

• Exceptional written and verbal communication skills.

• Punctuality expected, ready to report to work on a consistent basis.

• Attain and maintain high performance expectations on a monthly basis.

• Work in a fast-paced, high-volume setting.

• Use and navigate multiple computer systems with exceptional multi-tasking skills.

• Remain calm and professional during difficult discussions.

• Take constructive feedback.

• Available for full-time position.

• Generous Medical, Dental, and Vision Benefits

• 401(k) with Company Match

• Paid Holidays, Volunteer Time Off, Sick Days, and Vacation

• 12 weeks Paid Parental Leave

• Pre-tax Transit Benefits

• No-Cost Life Insurance Benefits

• Voluntary Benefits Options

• ASPCA Pet Health Insurance Discount

• Wellness Incentive Program

National Debt Relief is a certified Great Place to Work®! National Debt Relief is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other status protected by law. For information about our Employee Privacy Policy, please see here For information about our Applicant Terms, please see here Originally posted on Himalayas