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Director, Data-Driven Decision Making

2 weeks ago

Angeles City, Central Luzon, Philippines Western & Southern Financial Group Full time
Job Summary

We are seeking a seasoned leader to fill the position of Senior Manager, Enterprise Customer Insights and Speech Analytics. The successful candidate will be responsible for establishing and leading a Nexidia Speech Analytics team, ensuring effective execution and expansion of the Nexidia AI speech analytics program, and driving business outcomes through strategic investments in the NICE/Nexidia/Enlighten Ecosystem and related technologies.

Main Responsibilities
  • Speech Analytics: Oversee the collection, analysis, and interpretation of data using the NICE/Nexidia Ecosystem, transforming it into actionable insights for key stakeholders.
  • Advanced Analytics: Develop advanced analytic models, reports, and dashboards to present findings to key stakeholders.
  • Change Management: Lead change management efforts for smooth adoption of new tools and processes.
Qualifications
  • Education: Bachelor's Degree in Data Science, Business Analytics, Computer Science, Information Technology, or a related field.
  • Experience: 5-7 years of relevant experience in contact center operations, data science, or data analysis.
  • Nexidia Certification: Preferred for advanced knowledge of Nexidia or similar AI speech analytics tools.