Data Strategy Lead

Data Strategy Lead – Contact Center

We are looking for an experienced Data Strategy Lead for Contact Center program at a regional client. Key responsibilities include defining and coordinating data requirements across Chatbot, IVR, and Live Agent channels to support contact center operations and customer engagement strategies. Collaborate with business stakeholders, data engineering, AI/ML teams, and customer experience leaders to align data collection, storage, and usage plans with strategic priorities.

Lead initiatives to continuously enhance contact center performance by developing and maintaining comprehensive reporting and analytics dashboards that track KPIs such as average handle time, first call resolution, customer satisfaction, and NPS. Identify and specify data needed to deliver personalized customer experiences by leveraging interaction data, user profiles, and behavioral insights across channels. Work closely with AI and Data Science teams to provide structured, clean, and labeled datasets for training chatbots and other AI models, ensuring model accuracy, fairness, and scalability.

Establish and enforce data governance, quality, and compliance standards to maintain data integrity and privacy in line with regulatory requirements. Stay abreast of emerging technologies and best practices in contact center data strategy, AI training data management, and customer analytics and incorporate these insights into the data roadmap. Drive data literacy and collaboration across the contact center organization by facilitating workshops, documentation, and stakeholder communication.

Measure and report the impact of data strategies on contact center efficiency, customer experience, and AI model performance.

Mandatory skills include proven experience (5+ years) in data strategy, data management, or analytics roles within contact centers or customer service environments. Strong understanding of multi-channel contact center operations including Chatbot, IVR, and Agent workflows. Expertise in data governance, quality assurance, and compliance frameworks relevant to customer data. Familiarity with AI/ML model training processes and the data requirements for supervised learning.

Proficiency with data analytics tools and platforms and experience working with large datasets. Excellent collaboration and stakeholder management skills, capable of translating business needs into technical data requirements. Strong communication skills with an ability to present complex data strategies and insights to both technical and non-technical audiences. Detail-oriented and problem-solving mindset with a passion for leveraging data to drive business improvements.

Knowledge of relevant regulatory and security standards impacting contact center data is highly desirable.

Desired/secondary skills include experience in cloud data platforms (AWS, Azure, Google Cloud) and data pipeline tools. Prior exposure to personalization engines, customer journey analytics, or AI-powered contact center innovations. Background in program or project management in complex, multi-stakeholder environments.

Domain:
Data Strategy for Contact Center Transformation