Analyst, Consumer AI

The Analyst, Consumer AI Analytics & Insights is responsible for measuring, analyzing, and optimizing the performance and business impact of Consumer AI initiatives. This role serves as the analytical engine of the Consumer AI team, providing data-driven insights that support AI strategy, use-case prioritization, solution performance, adoption, and value realization.

This Analyst partners closely with the Director, Consumer AI and Manager, Consumer AI Solutions to identify AI opportunities, evaluate initiative performance, develop KPI frameworks, conduct experimentation, and communicate outcomes to stakeholders. This role combines analytics, business intelligence, customer insights, and AI performance measurement to help ensure Consumer AI investments deliver meaningful guest, commercial, and operational value.

• Develop KPI frameworks and measurement plans for AI initiatives
• Analyze customer, digital, loyalty, marketing, ecommerce, and operational data to identify AI opportunities
• Create dashboards and scorecards tracking AI adoption, effectiveness, utilization, and business value
• Measure revenue impact, productivity improvements, containment rates, customer satisfaction, and operational efficiencies
• Perform trend analysis to identify optimization opportunities and emerging patterns
• Support AI performance measurement from pilot through production deployment

• Support user acceptance testing (UAT), pilot programs, and solution validation activities
• Document test plans, testing results, defects, risks, and enhancement recommendations
• Assist in evaluating AI-generated outputs for quality, accuracy, relevance, consistency, and compliance
• Coordinate stakeholder feedback collection, issue tracking, and resolution monitoring
• Support prompt testing, solution evaluations, model assessments, and AI performance benchmarking
• Design and support A/B testing, pilot measurement, and experimentation frameworks
• Analyze adoption trends, engagement patterns, containment rates, escalation behavior, and feature utilization
• Evaluate effectiveness, intent recognition accuracy, resolution effectiveness, and customer experience outcomes
• Provide recommendations to improve AI experiences, workflows, personalization, and business results

• Develop executive scorecards, dashboards, and recurring AI performance reports
• Create presentations and insights for leadership reviews, roadmap discussions, and AI governance forums
• Monitor progress against AI success metrics and strategic objectives
• Support the creation of quarterly business reviews and AI value realization updates
• Translate complex data into clear business insights and actionable recommendations

• Support Responsible AI measurement and governance reporting
• Maintain documentation related to AI initiatives, metrics, assumptions, and outcomes
• Assist with roadmap planning, prioritization, and portfolio tracking processes
• Support operating model development and AI initiative intake processes
• Maintain data integrity and reporting standards across AI programs

• Support strategic AI initiatives and special projects
• Assist with departmental planning, reporting, and operational activities
• Contribute to ongoing development of Consumer AI capabilities

• Scope:
  This role serves as the primary analytics and insights resource for the Consumer AI team. The Analyst is responsible for measuring the effectiveness of AI initiatives, identifying opportunities through data analysis, and helping leadership make informed decisions regarding AI investments, priorities, and optimization opportunities. Success is measured through the quality of insights delivered, accuracy of reporting, identification of high-value opportunities, and the measurable business impact of AI programs.
• Problem solving:
  Ability to analyze large and complex datasets, identify trends and patterns, develop data-driven recommendations, and translate findings into actionable business insights. Demonstrated capability to work through ambiguity, evaluate competing hypotheses, and solve business problems through analytical approaches.
• Impact:
  Directly influences AI investment decisions, roadmap prioritization, solution optimization, and value realization efforts. Recommendations from this role impact customer experience improvements, revenue growth opportunities, operational efficiencies, and the overall effectiveness of Consumer AI initiatives
• Leadership:
  Leads through analytical expertise, business insight, and influence. Partners effectively with business, product, technology, analytics, and customer experience teams to support data-driven decision-making and continuous improvement.

• Bachelor's degree in Business, Analytics, Information Systems, Marketing, Data Science, Computer Science, or related field
• Strong…