Analytics and Continuous Improvement Director

Role Overview

Lead the CX Analytics team in developing advanced studies, predictive insights, and data-driven recommendations beyond standard BAU CX reporting. The role will also drive Continuous Improvement (CI) initiatives across the organization, using Lean Six Sigma methodologies, advanced statistical analysis, and project management principles to identify opportunities, improve processes, and enhance customer experience and business performance.

Key Responsibilities

• Lead the CX Analytics team in developing advanced studies and insights beyond standard CX reporting.
• Drive advanced statistical analysis and predictive modeling to identify trends, root causes, and business opportunities.
• Lead and manage Continuous Improvement initiatives across the organization.
• Apply Lean Six Sigma methodologies to identify process gaps and deliver measurable improvements.
• Translate complex data and statistical findings into actionable business recommendations.
• Partner with Operations, CX, Quality, and other functions on data-driven improvement initiatives.
• Manage analytics and CI projects from problem identification through implementation and measurement.
• Coach and develop the analytics/CI team and establish analytical best practices.

Qualifications

• Required: Lean Six Sigma Black Belt certification; Master Black Belt is an advantage.
• At least 8 years of leadership experience, preferably in CX Analytics, Continuous Improvement, Quality, or a related field.
• Strong call center/BPO experience, preferably with exposure to Telco operations.
• Proven expertise in advanced statistical analysis and predictive modeling.
• Advanced proficiency in at least one of the following statistical/analytics tools: Minitab, Python, or R/RStudio.
• Strong knowledge of Lean Six Sigma and Continuous Improvement methodologies, with experience leading organization-wide improvement initiatives.
• Knowledge of basic project management tools and methodologies.
• Strong analytical, problem-solving, and data interpretation skills, with the ability to translate complex data into actionable business insights.
• Proven experience leading and developing teams.
• Willing to work onsite and on a night-shift schedule.