Director, Business Analytics, Customer Insights & Performance

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At Sonova, we envision a world where everyone can enjoy the delight of hearing. This vision inspires us and fuels our commitment to developing innovative solutions that improve hearing health and human connection - from personal audio devices and wireless communication systems to hearing aids and cochlear implants. We're dedicated to providing outstanding customer experiences through our global audiological care services, ensuring that everyone has the opportunity to engage fully with the world around them.

Guided by a culture of continuous improvement that fosters resilience and self-motivation, our team is united by a shared commitment to excellence and a deep sense of pride in our work, each of us playing a vital role in creating meaningful change,

Here you’ll find a diverse range of opportunities that span both consumer and medical solutions and the freedom to shape your career while making an impact on the lives of others. Join us in our mission to create a more connected world, where every voice is heard and every story matters.

Remote, United States

164910

Department:
Business Analytics & Operations

Reports To:

VP, Business Analytics & Operations

Job Type: Remote

Management:
Yes
# Direct Reports: TBD
# Indirect Reports: TBD

Travel Required:

Yes
Percentage: 15-20%

FLSA Status:
Exempt

Location:

North America

The Director, Business Analytics, Customer Insights & Performance is responsible for leading enterprise reporting, business intelligence, forecasting, customer insights, and performance management initiatives that drive profitable growth and operational excellence across North America. The role serves as a strategic business partner to executive leadership and provides actionable insights supporting Managed Care, Retail Operations, Marketing, Contact Center, Finance, and Commercial teams. The position establishes enterprise KPI frameworks, delivers executive dashboards, advances predictive analytics capabilities, and identifies automation and AI opportunities that improve business performance and decision making.

• Lead enterprise business intelligence, reporting, and analytics strategy across all business functions.
• Develop executive dashboards, KPI scorecards, and performance reporting packages.
• Establish enterprise reporting standards, metric definitions, and data governance processes.
• Identify trends, risks, and opportunities impacting revenue, profitability, customer acquisition, and operational performance.
• Lead customer insights and marketing analytics including acquisition cost, campaign effectiveness, conversion performance, and customer lifetime value.
• Develop analytics supporting Contact Center performance, workforce planning, productivity, and customer experience initiatives.
• Partner with Finance on forecasting, budgeting, strategic planning, business case development, and profitability analysis.
• Develop reporting and performance measurement capabilities supporting Managed Care growth, clinic productivity, provider performance, referral conversion, and retail operations.
• Provide predictive analytics, scenario modeling, and strategic recommendations to executive leadership.
• Identify opportunities to automate reporting and business processes through technology and AI-enabled solutions.
• Build and maintain scalable self-service reporting capabilities using Power BI and related technologies.
• Lead cross-functional analytics initiatives and support enterprise transformation programs.
• Mentor and develop high-performing analytics talent and establish best practices in reporting, visualization, and data storytelling.
• Present business insights and recommendations to executive leadership teams.
• All other duties as assigned.

Education:

• Bachelor's degree in Accounting, Business Analytics, Finance, Economics, Statistics, Information Systems, Data Science, Accounting, or related fields.
• MBA or Master's degree preferred.

Work Experience:

• 10+ years of progressive experience in Business…