Director, CX Analytics & Optimization Technical Suite Lead

Essential Functions/Responsibilities

• Leadership, Strategy, & Technical Roadmap Development
• Collaborate with the Customer Analytics & Insights and Performance Analytics & Optimization CX Suite Leads to create value-focused roadmaps, defined to launch and enhance the technical capabilities to deliver the Customer Experience ambition.
• Own budget and resource allocation, making investment decisions across capabilities and teams to maximize impact and long-term value.
• Translate product roadmaps into scalable technology architectures and development plans working closely with the Enterprise AI and Analytics & Automation Capability Leads to assess feasibility, identify dependencies, and mitigate risks.
• Ensure technical planning supports consistent KPI frameworks, governed measurement, and decision-ready analytics across brands and channels.
• Ensure development teams build scalable, secure, and reliable technology solutions that support:
• Consolidated Insights Products, which are productized analytics and market research solutions that accelerate and standardize insight generation across customer segments and use cases.
• Enterprise Reporting Products, which deliver standardized, decision-ready insights and governed KPIs to support executive, brand, field, and functional leadership. Supporting technology solutions include PowerBI.
• Digital Analytics Products and In-house Marketing Mix Solution, which measure campaign performance, optimize marketing investment allocation, and deliver advanced modeling to drive ROI and engagement impact.
• Predictive Analytics Products, which leverage advanced modeling to enhance targeting and engagement strategies.
• Partner with leadership on workforce planning, capability development, and evolution of the operating model as capabilities mature.
• Manage vendor partners, ensuring clear accountability, quality delivery and alignment to objectives

Business Skills

• Strategic Storytelling - ability to craft purposeful, compelling narratives that make sense of change, inspire action, and align people around a shared direction
• Matrix Collaboration - ability to work fluidly across teams and reporting lines respecting SME, coordinating shared work, ensuring progress even when accountability is distributed – supporting decisions with professional alignment and focus on collective success
• Customer Journey Understanding - ability to see customer’s end-to-end experience clearly, anticipate needs across touchpoints, and make practical decisions that improve journey and outcomes
• Outside In Thinking - ability to view problems, opportunities and decisions from customer, market or external stakeholder perspective and leverage external best practice to better shape solutions and strategy
• Critical Thinking - ability to assess a range of inputs objectively, challenge assumptions with curiosity, and generate sound, forward-looking judgments that improve decisions
• Business Acumen - ability to understand how value is truly created – financially, operationally, for customers and to use this insight to make decisions that drive meaningful business outcomes
• Contracting and Managing Trade-Off - ability to negotiate clear agreements on scope and deliverables with the ability to make decisions when resources, priorities and outcomes compete - weigh options, impacts and risks across