• Lead a team that converts customer and interaction data into measurable business improvement. • Oversee and guide your team to deliver superior insight capabilities, operational reporting, and CX analytics. • Manage the performance and engagement of your staff to optimize processes and maintain the highest quality standards in insight generation. • Support account leadership, operational leaders, and internal business partners in achieving or exceeding organizational goals. • Build, develop, and lead teams responsible for CX listening, interaction analytics, and insight delivery. • Guide the creation of journey‑level views of the customer experience by stitching together structured and unstructured data across channels. • Establish and lead routines that leverage reporting and insight tools to drive performance and ensure actionable, decision‑ready insights. • Partner with business, CX, and operations leaders—including WFM, Training, and QA stakeholders—identify opportunities to improve delivery of operational products, services, and capabilities. • Drive operational excellence by adopting standard operating procedures and establishing clear metrics, insight narratives, and reporting standards. • Own the insight‑to‑action lifecycle, including prioritization, delivery, adoption, and impact tracking. • Lead executive readouts, presenting findings, implications, and recommended actions. • Create conditions for team success by removing obstacles and championing change. • Identify and manage existing and emerging risks and implement strategies to mitigate them.