Data Experience Transformation Lead

Full-time Management & Operations

Job Description

This role will entail ensuring that built facility capacities & capacity planning drivers are able to meet intended customer experience, serviceability, quality, and financial/profitability outcomes.

Duties and Responsibilities

• Ensures that customer quality metrics are defined, baselined, and met for target customer experiences across relevant customer journey episodes.
• Oversees root cause analysis from a platform capacity & utilization lens if CQM objectives are not met.
• Develops proactive analysis of capacity utilization drivers and outlooks to ensure that built capacities are optimized and CQM objectives are supported.
• Challenges business assumptions on forecasts submitted for technical capacity assessment.
• Develops financial models that can be used to translate demand assumptions & market sizing into business case valuation for various build scenarios.
• Establishes shared understanding o...