Director, Customer Service Analytics

About

At Audible, we believe stories have the power to transform lives. It’s why we work with some of the world’s leading creators to produce and share audio storytelling with our millions of global listeners. We are dreamers and inventors who come from a wide range of backgrounds and experiences to empower and inspire each other. Imagine your future with us.

As a Senior Business Intelligence Engineer within the Customer Service Analytics team at Audible, you'll serve as a data‑driven decision enabler for our Customer Service leadership team. You'll design, implement, and optimise the reporting processes that deliver critical KPIs and business insights across our organization. Working with loosely defined problems, you’ll transform complex data into clear, actionable narratives and maintain data governance standards while making insights readily accessible through efficient, self‑service data solutions.

You are a data storyteller who balances technical expertise with strong business acumen, especially in content. You excel at working cross‑functionally, translating business requirements into robust analytical frameworks. You are naturally curious, can look beyond immediate data requests to identify underlying strategic questions, thrive in ambiguous situations, and deliver independently with minimal guidance while continuously improving data processes. Your communication skills are exceptional, allowing you to distill complex analyses into compelling insights for both technical and executive audiences.

You establish strong relationships with stakeholders, earning trust and influencing decision‑making.

• Design, implement, and optimise BI solutions that effectively track KPIs and provide insights for business reviews and executive reporting.
• Develop dashboards that enable self‑serve access to data, ensuring speed, reliability, and scalability.
• Break down high‑level business metrics into constituent components and leading indicators for actionable insights.
• Be a proactive thought partner, anticipating leadership questions and developing analyses and visualisations that address emerging business needs.
• Automate identification of key contributing dimensions to metric variance, enabling faster root‑cause analysis.
• Develop concise, impactful data visualisations that communicate complex trends and insights effectively to executive audiences.
• Write clear documentation bridging technical implementation with business context, enabling both technical and non‑technical stakeholders to understand reporting methodologies.
• Communicate findings and insights to stakeholders in a clear, concise, and actionable manner.
• Balance stakeholder requirements with technical constraints while maintaining a focus on long‑term solutions.
• Serve as a data governance advocate, ensuring consistency in metrics definitions and data quality.
• Partner with data scientists, engineers, product managers, and business leaders to align reporting with strategic objectives.
• Invest in stakeholder relationships that build trust and enable insights to influence business decision‑making.

• Experience with data analysis tools such as Excel, Pivot Tables, SQL, Tableau, etc.
• 7+ years equivalent relevant experience in a data‑driven/analytical role or 5+ years with an advanced/technical degree in Analytics, Business, Operations Research, Economics, Mathematics, Statistics, Engineering, Sciences (Political or Natural) or similar field.
• Experience running projects across multiple functions with diverse stakeholder groups (cross‑functional, cross‑geo).

• Experience supporting executive reporting and business reviews.
• 2+ years prior experience in customer service analytics.
• Ability to work in ambiguous situations with limited guidance.
• Ability to work an adjusted or flexible schedule that meets the occasional needs of US meeting times.
• Understanding of data governance principles and practices.
• Track record of process improvement initiatives that enhanced data accessibility or quality.
• Strong interpersonal skills with ability to build relationships.

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