Data Analytics & Business Process Lead

No Relocation Assistance Offered

Job Number #176083 - Overland Park, Kansas, United States

Colgate-Palmolive Company is a global consumer products company operating in over 200 countries specializing in Oral Care, Personal Care, Home Care, Skin Care, and Pet Nutrition. Our products are trusted in more households than any other brand in the world, making us a household name!

Join Colgate-Palmolive, a caring, innovative growth company reimagining a healthier future for people, their pets, and our planet. Guided by our core values-Caring, Inclusive, and Courageous we foster a culture that inspires our people to achieve common goals. Together, let's build a brighter, healthier future for all.

This Business Process & Operations Data Leader leads a team that manages the data, workforce management, and business process testing for the Customer Experience Engagement Center. This includes accurate data collection, processing, automation and analysis with root causes in the Customer Experience Engagement Center. This position will be the expert in finding data solutions and have the business mindset to convert insights into continuous improvement opportunities for the CXEC and business stakeholders.

The Team Leader develops clear KPIs in current and emerging work streams, models optimizing strategies across the business. This position sets targets for the team, and leads the development and management of dashboards, reporting, and data sets. This position is the Subject Matter Expert for business testing of related SAP and digital products, to include our online ordering portals.

• Collaborate with cross-functional teams, including all call center departments, digital product teams, regulatory/quality, IT and marketing to develop data insights and trend reporting that solves customer pain points, pushing forward customer experience initiatives and creates operational efficiencies.
• Lead key data metrics development for optimal operational efficiencies, modeling optimal staffing strategies, setting metrics and reporting for AI tool and chatbot performance, report and evolve new and existing key metrics appropriately. Proactively champion product improvements based on timely data insights.
• Analyze customer data and identify patterns, trends, and insights to develop AI models and algorithms that improve customer service and support operations. Seek opportunities for continued efficiencies and automation of reporting. Coordinate with US Digital and Global team for streamline data management.
• Manage and update data visualization dashboards and other reports, to include validating data sets powering dashboards, creating clear KPIs and targets, ensuring strong execution and accountability, training users and improving tools based on stakeholder feedback. Ensure all department data streams are accurately flowing into Cloud-based data storage centers, with appropriate masked for internal and business partner usage and retention requirements.
• Evolve the CXEC data strategy that incorporates descriptive, diagnostic, predictive, and prescriptive categories. Assists in current / future state department analysis to identify gaps and opportunities for improvement, and optimizing business processes.
• Manage a team that supports data analytics, workforce management and business process execution including coaching, training, career planning, and performance management to help drive strong execution, accountability, and prioritization across projects and other business needs
• Lead business testing for SAP and product upgrades and roll-outs of new platforms related to order management and data analysis. Liaise with Product owners for solutions and improvements in customer facing products that CXEC…