Director of AI & Digital Analytics

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director of AI & Digital Analytics based in the United States. The Director of AI & Digital Analytics will lead the enterprise-wide analytics strategy for digital customer journeys and AI-enabled interactions.

This role combines strategic leadership, advanced analytics, experimentation, and customer experience optimization to drive measurable business outcomes.

You will lead a team of analysts while serving as a hands-on strategic partner to executives and cross-functional stakeholders.

A major focus will be building measurement frameworks for agent-replacement AI across voice and chat channels.

You will use data to identify customer journey opportunities, improve conversion and satisfaction, and guide the responsible scaling of AI solutions.

The role also encompasses data governance, analytics infrastructure, experimentation, dashboarding, and performance management.

This is an influential leadership opportunity for an analytics professional who thrives in a fast-paced environment and can turn complex data into clear, actionable business strategy.

Accountabilities

• Define and lead the digital, AI, and customer experience analytics strategy in alignment with organizational priorities and long-term business objectives.
• Establish the vision for digital data collection and governance, including event tracking, tagging frameworks, KPI definitions, and measurement standards.
• Lead, mentor, and develop a high-performing analytics team while building scalable and best-in-class analytical capabilities.
• Partner with executives and senior stakeholders to translate complex analytical findings into actionable business strategies and decisions.
• Guide the development of advanced dashboards, scorecards, and reporting solutions that provide timely insights to the appropriate stakeholders.
• Oversee customer journey analytics to identify friction points, performance gaps, optimization opportunities, and opportunities to improve digital experiences.
• Collaborate with data engineering teams to ensure relevant analytics data flows into Snowflake and supports unified enterprise reporting.
• Monitor developments in digital analytics, customer experience measurement, data governance, and applicable privacy requirements, including GDPR and CCPA.
• Own the analytics strategy for AI-enabled customer interactions across voice and chat channels.
• Develop measurement frameworks and performance standards for agent-replacement AI, including containment, accuracy, quality, customer satisfaction, and escalation metrics.
• Lead the design and analysis of AI model and prompt experiments, including A/B testing, model version comparisons, and containment versus escalation testing.
• Translate experimentation results into clear go/no-go recommendations and optimization roadmaps.
• Partner with AI analytics, speech analytics, engineering, and other technical teams to integrate transcripts, model outputs, outcomes, and performance data into unified dashboards.
• Guide the responsible expansion of AI-handled interaction volumes by balancing performance thresholds, operational risk, and customer experience.
• Identify opportunities to use AI and automation to improve security, analytics monitoring, operational efficiency, and decision-making.

Requirements

• Bachelor’s degree in Data Analytics, Business Analytics, Statistics, Computer Science, Marketing, Business, or a related field, or an equivalent combination of education and relevant experience.
• 10+ years of experience in digital, product, marketing, customer experience, or related analytics, including 3–5 years in a leadership capacity.
• Proven experience building, leading, and developing analytics teams.
• Demonstrated expertise in customer experience optimization, funnel performance measurement, digital journey analytics, and self-service channel performance.
• Hands-on experience analyzing conversational AI or LLM-driven interactions, including chatbots, voice bots, and related containment, accuracy, quality, and escalation metrics.
• Experience designing and evaluating A/B tests for AI models, prompts, or digital experiences and translating results into actionable recommendations.
• Strong SQL skills, with Snowflake experience preferred, along with strong data modeling and data manipulation capabiliti…