Director of AI & Digital Analytics

Overview

National Debt Relief is seeking a strategic and insights-driven Director of Digital & AI Analytics to design the measurement, insights and optimization of our end-to-end customer experience. This role will own the enterprise-wide analytics strategy related to digital journeys and AI interaction support within client journeys. With a key focus on ensuring that the data we collect is used to create a competitive advantage in driving growth, efficiency, and client satisfaction. This role will be a key partner in supporting testing, performance management, and scale of agent-replacement AI within the organization.

As a Director, you will lead a team and partner cross-departmentally to ensure that the data insights inform decision making and support the long term experience strategy for the company. Expectations are to be both a leader of team as well as direct contributor/partner in improving customer journeys, increases conversion rate, and enhances client satisfaction.

Responsibilities: * Define and lead the digital and client experience analytics strategy, aligning with business priorities and objectives. * Drive the vision for data collection and data governance across the digital platforms such as event tracking, tagging and KPIs. * Lead and mentor a team of analysts, fostering professional growth and building best-in-class analytics. * Partner with executives to translate data-driven insights into business strategy. * Guide the development of advanced dashboards, scorecards, and reporting to ensure insights are delivered to the right stakeholders at the right time. * Oversee the customer journey analytics to identify pain points, opportunities and improvements in digital experiences. * Collaborate with data engineering to ensure data flows into Snowflake for unified analytics. * Stay ahead of digital analytics trends, data privacy regulations (GDPR, CCPA), and evolving best practices in customer experience measurement. * Own t