Associate Director, Customer Data Analytics

About Afiniti

Afiniti's vision is to lead the contact center industry by delivering innovative AI solutions that uniquely enhance customer lifetime value and operational efficiency, earning us the trust of leading consumer companies worldwide. Over the past 16 years, Afiniti’ patented technology has paired customers and contact center agents in real-time based on how well they are likely to interact, leading to better experiences across the entire customer journey. As our products evolve, it is our mission to retain and grow revenue by creating repeatable AI-driven solutions that transition from high-touch managed services to product-led growth.

Afiniti operates throughout the world and has driven billions of dollars of precisely measurable AI value for our telecommunications, banking, insurance, healthcare, and travel customers. To learn more, visit www.afiniti.com.

About the role

Associate Director, Customer Data Analytics (Client Data Services)

Our Client Data Services (CDS) team is a hybrid team of client facing and technical data analytics experts, who act as the main technical contact with our clients. They are primarily responsible for innovative performance reporting and actionable insights, building robust client relationships and unlocking high quality data assets, to maximize the value we deliver to Afiniti and our clients.

Working within the region’s Client Data Services team, you will be a key member who enjoys rolling up their sleeves to solve complex business questions through data. You will be the main support to the Client Data Manager/Director and will be working with the client during the customer life cycle. You will be responsible for analysis and reporting, helping the supporting data team stay organized, helping to constantly update our client and internal documentation and ensure all tasks and responsibilities are tracked across all accounts.

Key Responsibilities

• Support the Global CDS team to drive the business agenda, successfully delivering on business & CDS goals
• Liaise with internal and client stakeholders, including senior and executive level, to communicate data requirements and help secure data assets from clients
• Drive excellence in reporting, data/client scoping and analytic deliverables, including supporting business cases
• Ensures quality and reliability of data obtained from clients, ensuring it contains analytics and modelling capabilities
• Responsible for performance reporting and analytics on new installations and for existing client accounts
• Ensure correct monthly billing procedure is followed across all regional accounts and invoicing is accurate and timely
• Drives and directs CDS team analysis and reporting in support of objectives and targets
• Identify business opportunities through seeking new data access in collaboration with client and internal teams

Managing the team to ensure:

• Excellent stakeholder relationships are developed internally and with clients
• There is a comprehensive onboarding, training and development program established
• We have comprehensive documentation, with regular updating of key CDS procedures and processes
• There is well defined key processes and procedures, eg data validation and reconciliation processes
• Perform other duties as assigned - prepare succinct, clear, and easy to follow documents that summarize findings and insights

Minimum Qualifications

• Bachelor's degree in computer science, Mathematics, Economics, Statistics, or related field
• 8+ years of professional experience
• Strong Proficiency in SQL, MS Office Suite, particularly Word, Excel, and PowerPoint
• Ability to work independently and collaboratively within a team
• Effectively work across various functions, levels, and disciplines
• Convey mathematical concepts meaningfully to business clients and internal team members
• Strong understanding of statistical concepts
• Strong problem-solving and critical thinking skills
• Management experience
• Demonstrated client-facing skills with the ability to manage multiple client stakeholders efficiently
• Strategic thinking and the ability to navigate complex situations effectively
• Outstanding written and verbal communication skills, with an emphasis on presentation skills

Preferred Qualifications

• Experience in a client-facing role, consulting experience preferred
• Preferable prior experience in a data-rich environment using data mining techniques and predictive analytics
• Managing and building a high-performance team and region, from senior managers to graduates
• Experience with R and Python would be beneficial
• Experience with GCP - essential
• Deep understanding of statistical concepts and how to apply this in a business context

We believe that diversity is one of our greatest strengths at Afiniti. We value and celebrate the unique backgrounds, perspectives, and experiences of our global team.

Afiniti is committed to providing equal employment opportunities to all individuals regardless of age, disability, gender identity or expression, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, or sexual orientation.

We ensure fair treatment in every aspect of employment, including recruitment, hiring, compensation, promotion, and career development. We uphold all relevant employment and equality laws in the regions where we operate and are committed to building an inclusive and respectful workplace for everyone.