Director, CX Data and Customer Analytics (AI)

Location: US-Remote

Salary: $137,500–$182,000 per year, plus performance-based incentives and restricted stock units.

Company

hirify.global empowers healthcare consumers by connecting health and wealth through healthcare financial solutions.

What you will do

• Partner with Customer Experience leadership to define strategic questions, customer measures, operating metrics, and decision requirements.
• Own the CX analytics roadmap and translate business priorities into measurable outcomes, reporting products, analytics strategies, and action plans.
• Build scalable dashboards, scorecards, enterprise reporting, semantic models, and reusable data products using governed data and Databricks gold-layer assets.
• Use survey, call center, agent performance, CSAT, NPS, customer journey, contact driver, quality, and operational data to identify trends, risks, root causes, and opportunities.
• Partner with Data Engineering, Data Governance, Data Science, AI, and Technology teams on data quality, metric definitions, advanced analytics, AI-enabled use cases, automation, and reporting rationalization.
• Lead and develop the analytics and reporting team, including hiring, coaching, performance management, standards, delivery practices, and hands-on technical guidance.

Requirements

• Bachelor’s degree in a relevant business, analytics, data, technology, mathematics, finance, or operations field required; master’s degree preferred.
• 10+ years of progressive experience in customer analytics, CX analytics, business intelligence, customer insights, data science, consulting, strategy, or related disciplines, including 5+ years leading analytics, BI, insights, reporting, or analytics engineering teams.
• Strong business acumen connecting customer experience with retention, growth, customer lifetime value, operational efficiency, and cost to serve.
• Ability to write and review SQL, Python, and Databricks notebooks/workbooks, validate results, and advise on query and performance optimization.
• Expertise in analytics engineering, semantic model design, dimensional modeling, metric definitions, dashboard design, scalable reporting, governed metrics, and reusable data products.
• Experience with CX or Voice of Customer platforms such as Qualtrics, customer and operational performance measures, and integrating survey signals with behavioral and operational data.
• Working knowledge of Databricks, lakehouse architecture, gold-layer data assets, BI platforms, data quality, lineage, reliability, testing, and production readiness.
• Understanding or hands-on experience in predictive modeling, classification, forecasting, segmentation, recommendation, anomaly detection, pattern recognition, agentic AI, AI assistants, and governed AI analytics.
• Ability to influence senior leaders and stakeholders without direct authority through business cases, insights, storytelling, and structured decision support.
• Strong communication and people leadership skills, including coaching analysts, raising quality standards, developing talent, and building accountability and continuous improvement.

Nice to have

• Experience in healthcare, financial services, benefits administration, contact center operations, regulated environments, or consumer-facing service organizations.
• Experience in consulting, customer intelligence, customer experience strategy, business intelligence, or customer insights environments.
• Master’s degree in a relevant field.

Culture & Benefits

• Full-time employment with medical, dental, vision, HSA contribution and match, dependent care FSA match, and 401(k) match.
• Uncapped paid time off and paid parental leave.
• Education and tuition assistance, gym and fitness reimbursement, wellness incentives, and financial literacy programs.
• Remote work in the United States with compensation based partly on work location.
• Inclusive equal opportunity and drug-free workplace policies.

Hiring process

• Screening interviews may be transcribed by Microsoft Copilot; candidates may opt out by notifying the Talent Partner in advance.
• Certain interviews may use Pindrop Pulse for identity verification and fraud prevention; candidates may opt out by notifying the Talent Partner in advance.
• Live interviews and assessments must reflect the candidate’s own work and thinking; AI assistance is not permitted unless explicitly approved.