Associate Director Predictive Algorithms Global Capability Owner

Essential Functions/Responsibilities

• Global Capability Strategy & Roadmap Ownership
• Define and articulate the capability vision, and outcomes aligned to global and franchise priorities in collaboration with key stakeholders.
• Own and continuously evolve the Predictive Algorithms roadmap, making prioritization and trade-off decisions to add the most value based upon user feedback.
• Translate business needs into product solutions with measurable success metrics that drive impact across franchises and the business.
• Develop and maintain a global roadmap for predictive modeling and AI-driven recommendation products, including patient prediction models, dynamic targeting algorithms, next-best-action engines, and model governance frameworks, evaluating and streamlining the product set, defining what to deliver first/next, and planning releases to drive adoption and measurable impact on orchestration and engagement outcomes.
• Collaborate
• Connect business stakeholders and the Predictive Algorithms global capability product team, ensuring requirements are clearly defined and aligned to strategically important business outcomes and success metrics.
• Partner closely with the Tech Lead to align business priorities with technical feasibility and delivery sequencing, ensuring trade-offs support agreed business outcomes.
• Partner closely with the Suite Lead to align product priorities, scope and roadmap decisions with suite-level business objectives, ensuring consistent focus on enterprise outcomes and value delivery.
• Define clear product requirements, user stories, and acceptance criteria to enable efficient execution and alignment with business partner activity needs.
• Partner across the Customer Experience Organization to ensure seamless integration and influence ongoing product evolution to support scalability, flexibility, and compliance requirements.
• Enable faster, higher quality business decisions and improved customer outcomes by systematically translating enterprise customer feedback into prioritized actions, rapid issue resolution, and sustained organizational improvement

User-Centered Solution Development

• Design and develop Predictive Algorithms grounded in user insights and engagement data, with a strong focus on end-user comprehension and consumption, ensuring explainibility, usability, and real-world impact while driving a more personalized customer experience.
• Lead discovery and solution shaping efforts, partnering with users and key stakeholders to translate business needs into AI-driven solutions, embedding considerations for model performance, monitoring, and continuous optimization.

Delivery, Optimization & Value Realization

• Partner with development and data teams to deliver scalable, reusable Predictive Algorithms capabilities.
• Monitor product adoption, outcome KPIs and engagement metrics to inform backlog prioritization and continuous improvement
• Develop and manage documentation (PRDs, user stories, discovery artifacts), and sprint planning in partnership with the Tech Lead and development teams
• Drive experimentation to improve Predictive Algorithm outcomes
• Leverage outcome metrics to articulate the product's value proposition and its impact, promoting product awareness across CX operations and foster a culture of engagement and feedback in partnership with Activation.