Associate Director, CX Analytics


Associate Director, CX Analytics

Essential Functions/Core Responsibilities 

• Lead and manage multiple, simultaneous consulting engagements with clients on business operations and performance improvement initiatives


• Utilize structured problem solving skills to develop a work plan and approach to answer business questions in the defined timeline


• Oversee the project manager and project team to successfully complete all phases of a data analysis project on-time and on-budget, including, but not limited to: Planning, Data Collection, Data Cleansing, Analysis, and Recommending Solutions


• Develop new insights and understanding of business performance based on data and statistical methods


• Analyze external markets dynamics and multiple large data sources to assess trends and develop actionable insights


• Lead high performance teams to deliver quality analysis, thought capital, and clear data driven recommendations bounded by options and risk scenarios 


• Manage contract, timeline, and budget all deliverables for internal or external client projects


• Build, manage, and sustain strong relationships with internal and external clients


• Deliver consultative recommendations to clients by drawing from information captured from the Convergys Analytic Consulting team, prior experience, and knowledge of critical processes and industry acumen


• Interface with key client stakeholders and effectively navigate difficult issues and project risks


• Communicate priorities to team members and overseeing execution of projects


• Coach, mentor, and day to day management to individual contributors and consulting managers. Second line manager, may include management of managers


• Conduct annual performance reviews and provide feedback in an ongoing manner for team members


• Lead practice building activities (e.g., recruiting, pre-sales, marketing material, and thought leadership development)


• Support consulting business development and provide expertise in areas such as strategic development, analytics and process improvement, and effectiveness


Candidate Profile  

• Bachelor's degree in related field from a four-year college or university with ten years of consulting or analytics experience (with two to four years of Progressive Management Experience) preferred

• Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates


• Proven ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment


• Demonstrated ability to mentor, coach and provide direction to a team of employees


• Demonstrated ability to take initiative and ownership with focus on continuous improvement


• Excellent attention to detail


• Demonstrated ability to foster customer service disposition and sense of professionalism for self and team


• Demonstrated ability to mentor, coach, and provide direction to a team of employees


• Solid understanding of the organization's business operations and industry. Demonstrated business acumen


• Demonstrated ability to comprehend, analyze, and interpret


• Advanced Microsoft Office skills


Career Framework Role  

Provides leadership to managers, supervisors and/or professional staff. Is accountable for the performance and results of multiple related units. Recommends operational objectives and develops departmental plans, including business, production and/or organizational priorities. Controls resources and policy formation in area of responsibility. Decisions are guided by resource availability and functional objectives. Develops and administers performance requirements; may have budget responsibilities.


The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.