Director, CX Analytics & Optimization Technical Suite Lead

About the role

At Jazz, we are reimagining how we design and deliver more precise customer experiences, enabled by new technologies, modern ways of working, and high performing team behaviors. Through this work, we enable teams to better understand patients, caregivers, and HCPs, anticipate their needs across the enterprise, deliver timely and personalized engagement, and orchestrate seamless, end-to-end experiences as One Jazz.

To power this ambition with both speed and scale, we are embracing a new product-oriented operating model, allowing business and technology teams to partner side by side in building, advancing, and delivering global capabilities across our enterprise. Cross-functional, empowered Global Capability teams own outcomes—not just outputs—and work from clear capability visions, strategies, and measurable goals. We prioritize user problems, validate solutions through experimentation and data, and iterate quickly to create real value for our users and the business.

As part of this model, you’ll collaborate closely with users, stakeholders, and technical teams across the organization, using discovery and delivery practices to ensure we’re building the right things, in the right way, at the right time.

Responsibilities

The Director, CX Analytics & Optimization Technical Suite Lead, leads a team that includes:

• The Global Capability Technical Owner for Performance Optimization, who manages digital analytics products, including in-house marketing mix solution
• The Global Capability Technical Owner for Predictive Algorithms, who manages predictive analytics products
• The Global Capability Technical Owner for Analytics & Insights + Global Performance Reporting who manages consolidated insights products
• Development teams and vendor partners

Leadership, Strategy, & Technical Roadmap Development

• Set and drive the technical direction for Customer Analytics & Insights and Performance Analytics & Optimization teams in alignment with product strategy and enterprise priorities
• 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

Cross-Functional Collaboration

• Act as the primary technical point of accountability for both the Customer Analytics & Insights and Performance Analytics & Optimization suites, partnering with architects, security, and data teams to ensure compliance with organizational standards and regulatory expectations
• Work closely with Tech Leads, Capability Owners, development teams, and adjacent platform teams to coordinate roadmap dependencies, integrations, and architectural decisions
• Partner with the Suite Lead on product roadmap and strategy, ensuring technical architecture decisions are aligned with suite priorities, and collaborating with business teams to shape the product experience and translate user needs into scalable, high-impact solutions
• Represent the technical architecture, platforms, and delivery considerations of the Customer Analytics & Insights and Performance Analytics & Insights teams in domain, cross‑suite, and executive forums to drive alignment and resolve dependencies
• Collaborate with CX Data Tech Leads and Enterprise Data & AI Capability Leads to align on shared data infrastructure, integration standards, and AI/ML enablement — ensuring consistency across analytics platforms and driving coordinated delivery across the Customer Analytics & Insights and Performance Analytics & Optimization suites
• Lead resolution of technical cross-team issues affecting Customer Analytics & Insights and Performance Analytics & Insights performance or adoption

Technical Skills Required

Knowledge, Skills, and Abilities

• Deep understanding of software architecture, cloud platforms, and modern engineering frameworks
• Experience designing scalable, secure, and compliant technology solutions within complex enterprise environments
• Experience designing and integrating enterprise digital platforms and technology solutions such as business intelligence and analytics platforms, In-house Marketing Mix Solutions, Predictive Analytics Products, including their configuration, integration, and governance implications
• Experience designing and governing enterprise analytics data models, including star schemas and semantic models (e.g., DAX/Power BI), KPI definitions, and reusable datasets, with strong command of analytics engineering principles, performance optimization, and layer separation (data, semantic, visualization)
• Proven ability to deliver enterprise‑scale analytics, reporting, or modeling platforms such as Power BI, In-house Marketing Mix Solution, and Predictive Analytics Products
• Hands-on experience with programming languages such as Python and R for analytics and data engineering, including working with cloud data platforms like Redshift and Snowflake for data sourcing, transformation, and integration into downstream analytics and modeling solutions
• Experience with development, design and explainability of predictive models, including deployment, monitoring, drift detection, retraining, and retirement, grounded in production grade ML/AI engineering practices and model governance
• Ability to translate predictive and analytical outputs into trusted, explainable, and operationally consumable artifacts for orchestration, reporting, and field execution—balancing model sophistication with usability for Commercial stakeholders
• Strong knowledge of system integration patterns, APIs, and data architecture across analytics, insights, and reporting
• Experience working within Agile product development teams and product operating models
• Understanding of security, compliance, and regulatory requirements relevant to enterprise analytics platforms
• Demonstrate strong technical program management capabilities, effectively coordinating complex initiatives while managing vendor relationships to ensure on-time, high-quality delivery
• Experience leading and developing a high-performing team, including resource planning, performance management, and talent development to support evolving business needs

Business Skills

• Strategic Storytelling – ability to craft purposeful, compelling narratives that make sense of change, inspire action, and align people around a shared direction
• Cross functional 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

Qualifications

Required

• Bachelor’s degree in computer science, engineering, information systems, or related technical field
• 10+ years of experience after Bachelor's degree (or 8+ years of experience after Master's degree) in software engineering, technical architecture, or enterprise platform delivery management
• 3+ years of experience as a Tech Lead, Technical Program Manager, Engineering Manager, or other roles involving managing a team of developers
• 6-8 years of experience leading people, including managing and developing high-performing teams and driving accountability across functions
• Demonstrated experience delivering enterprise‑scale analytics, reporting, or modeling platforms such as Power BI, In-house Marketing Mix Solution, and Predictive Analytics Products
• Hands-on experience with programming languages such as Python and R for analytics and data engineering, including working with cloud data platforms like Redshift and Snowflake for data sourcing, transformation, and integration into downstream analytics and modeling solutions
• Experience guiding technical architecture within complex, matrixed organizations
• Experience using Agile and Product Operating Model principles to drive alignment, autonomy, and outcome-focused delivery
• Proven ability to lead and mentor development teams and technical leaders

Preferred / Additional Qualifications

• Advanced degree in computer science