• Design and evolve a structured caller intent taxonomy aligned with operational and strategic priorities • Translate unstructured conversational data into measurable signals that track resolution, escalation, repeat contacts, churn risk, and customer friction • Validate AI-generated intent classifications using structured QA frameworks, including precision and recall measurement • Identify performance drivers and friction points across the customer journey and surface actionable improvement opportunities • Build hypotheses around repeat contacts, service breakdowns, or patient confusion and test them using conversational analytics tools • Partner with operations, service delivery, and product teams to turn insights into workflow, scripting, staffing, or product improvements • Configure and refine conversational intelligence tools (such as CallMiner or similar platforms) to capture the right signals and data points • Communicate technical findings clearly to both technical and non-technical partners, translating analytics into practical decisions • Guide structured testing and validation approaches for new models, intent classifications, and operational improvements • Mentor peers and strengthen documentation and analytics practices to improve clarity, maintainability, and long-term impact