Director, Omnichannel Analytics (Contract Centers)

The Director, Omnichannel Analytics is responsible for leading key Omnichannel analytics initiatives as applicable across multiple lines of business or countries. This leader will be responsible for maturing and scaling the Omnichannel reporting and analytics capabilities within the organization, developing strategies that align with the overall business goals, and guiding the team to derive actionable insights from complex data sets. This role will have a strong foundation in statistics, analytics, and reporting and possess the ability to train and mentor analysts, ensuring the delivery of high-quality insights and recommendations that drive Omnichannel initiatives.

What will be my duties and responsibilities in this job?

• Identify business use cases that can be addressed with Omnichannel Analytics capabilities to drive business growth, customer experience improvements and/or cost savings.

• Identify opportunities to streamline Omnichannel reporting & insights.

• Work with the rest of the Analytics and/or Data Services teams for the delivery of data analytics projects, initiatives, requests and efforts. Setup regular meetings with stakeholders to provide status update or change priorities.

• Establish a plan for regular communication of relevant business and consumer insights to the appropriate teams. Deliver effective and compelling communication across the organization to ensure that insights impact the business decision process.

• Develop and present analysis outputs that effectively engage the audience, utilizing visualizations to facilitate meaningful discussions. Highlight quantifiable opportunities and provide actionable recommendations for improvement and areas of success.

• Work with end users to give them training on a variety of tools & technologies to allow them to be self-sufficient in some of their basic data needs.

• Foster an omnichannel analysis mindset within the team by elevating focus from data details to broader business processes and customer experience.

• Build productive relationship with business stakeholders to help move data analytics projects and maturity.

• Lead Key Initiatives: Responsible and accountable for working with business, IT and internal data analytics teams to define, execute and implement key data initiatives (as prioritized) across multiple lines of business.

• Provide though leadership to key corporate initiatives and be a subject matter leader in the disciplines of data & omnichannel analytics.

• Collaborate with key stakeholders in Operations and Product to deliver omnichannel analysis support, offering product and client insights as needed. Provide analytical support for strategic initiatives, ensuring an omnichannel perspective is applied.

What are the requirements needed for this position?

• A bachelor’s degree in the fields of statistics, business, mathematics, computer science or other related fields

• 7 years of experience in statistical analysis, data visualization, and reporting tools (e.g., SQL, Power BI, R, Python, Tableau); expert knowledge in Excel

• 3+ years of experience with contact center operations and/or customer experience

• 5+ years of management experience and developing people

• Experience developing process or journey mapping and developing customer experience improvements (CX)

• Proven experience in building and leading a data analytics/reporting function within a complex organization

• Proven experience reporting on and deriving insights from both structured and unstructured data

• Experience with machine learning technologies, particularly in their application to data analytics, predictive modeling, and process automation

• Exceptional leadership and people management skills, with the ability to inspire and guide a team of managers & analysts

• Strong strategic thinking and problem-solving abilities, with a focus on deriving actionable insights from data

• Excellent communication skills (in English – both verbal and written), with the ability to present complex data in a clear and compelling way to non-technical stakeholders

What other skill or experience would be useful in this role? 

• Experience with AI, particularly in its application to impact decisions in real time (i.e. next best action)

• Experience in highly regulated industries (eg insurance, finance, banking)

• Good understanding of Data Privacy regulations, particularly personally identifiable data

• Experience managing change across teams and influencing other stakeholders to support and implement changes

• Ability to work collaboratively in a fast-paced environment and manage multiple priorities effectively

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Pay Range:

Any posted pay range considers a wide range of compensation factors, including candidate background, experience and work location, while also allowing for salary growth within the position.

Expected application deadline is

If date is blank then this is a pipeline requisition, and we will continue to collect applications on an ongoing basis.

Helping People Thrive in a Connected World
Connect with us. Bring us your best work and your brightest ideas. And we’ll bring you a place where you can thrive. Learn more at jobs.assurant.com.

For U.S. benefit information, visit myassurantbenefits.com. For benefit information outside the U.S., please speak with your recruiter.

What’s the culture like at Assurant?
Our unique culture is a big reason why talented people choose Assurant. Named a Best/Great Place to Work in 13 countries and awarded the Fortune America’s Most Innovative Companies recognition in 2023, we bring together top talent around the world. Although we have a wide variety of skills and experiences, we share common characteristics that are uniquely Assurant. A passion for service. An ability to innovate in practical ways. And a willingness to take chances. We call our culture The Assurant Way.

Company Overview
Assurant is a leading global business services company that supports, protects, and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world’s leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products, and other specialty products.

Equal Opportunity Statement
Assurant is an Equal Employment Opportunity employer and does not use or consider race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local law in employment decisions.