What are the responsibilities and job description for the Senior Director AI - Business Insights position at ibex?
We are seeking a visionary and strategic leader to spearhead our AI initiatives, leveraging data to optimize operations, enhance customer experience, and drive significant business growth.
As the Senior Director of AI Business Insights, you will lead our data-driven transformation, positioning AI as a strategic asset across the organization. You will oversee the development of advanced analytics and AI tools to uncover trends, build predictive models, and provide strategic recommendations to leadership teams across departments, including Marketing, Product, Engineering, Sales, and Operations. You will also be responsible for delivering high-level client-facing sales presentations, requiring travel, to effectively communicate the value of our AI solutions. Must have a deep understanding of Business Process Outsourcing (BPO) KPIs across various verticals providing business insights supporting captive or outsourced call centers.
Responsibilities
Strategic Leadership:
Develop and execute a comprehensive AI strategy that aligns with organizational goals and drives innovation.
Team Leadership & Development:
Lead and mentor a team of data specialists, quality control analysts and support data visualization experts, fostering a culture of excellence and continuous improvement.
Data Analysis & Insight Generation:
Oversee the analysis of large, complex data sets to identify key business risks, opportunities, best practices and patterns, informing strategic decision-making.
AI Model Collaboration:
Guide the analytical strategy for development, implementation, and monitoring of AI and machine learning models for call containment, intent inclusion and customer churn prediction.
Data Integration:
Collaborate with internal teams to facilitate client system integration, including platforms such as Salesforce, Zendesk, Genesys, and data warehousing groups, to enhance and tailor reporting solutions that address evolving customer and business requirements.
Stakeholder Partnership & Communication:
Collaborate with executive leadership to understand strategic needs and translate them into analytical requirements and deliverables. Communicate complex AI-generated insights effectively to non-technical stakeholders.
Dashboard & Reporting Development:
Oversee the design and maintenance of automated reports and interactive dashboards to track Key Performance Indicators (KPIs) and operational metrics.
Process Optimization:
Identify and champion opportunities for business process optimization or automation using AI solutions, enhancing operational efficiency and profitability.
Data Integrity & Ethics:
Ensure the accuracy, integrity, and ethical use of data and AI models, addressing potential biases and complying with relevant data privacy regulations.
Client-Facing Sales Presentations:
Lead the preparation and delivery of high-impact presentations to clients, showcasing the strategic benefits of our AI solutions, requiring travel as needed.
Qualifications
Required Skills & Qualifications:
Education:
Degree in a quantitative field such as Business, Statistics, Computer Science, Mathematics, Economics, or Engineering preferred.
Experience:
As the Senior Director of AI Business Insights, you will lead our data-driven transformation, positioning AI as a strategic asset across the organization. You will oversee the development of advanced analytics and AI tools to uncover trends, build predictive models, and provide strategic recommendations to leadership teams across departments, including Marketing, Product, Engineering, Sales, and Operations. You will also be responsible for delivering high-level client-facing sales presentations, requiring travel, to effectively communicate the value of our AI solutions. Must have a deep understanding of Business Process Outsourcing (BPO) KPIs across various verticals providing business insights supporting captive or outsourced call centers.
Responsibilities
Strategic Leadership:
Develop and execute a comprehensive AI strategy that aligns with organizational goals and drives innovation.
Team Leadership & Development:
Lead and mentor a team of data specialists, quality control analysts and support data visualization experts, fostering a culture of excellence and continuous improvement.
Data Analysis & Insight Generation:
Oversee the analysis of large, complex data sets to identify key business risks, opportunities, best practices and patterns, informing strategic decision-making.
AI Model Collaboration:
Guide the analytical strategy for development, implementation, and monitoring of AI and machine learning models for call containment, intent inclusion and customer churn prediction.
Data Integration:
Collaborate with internal teams to facilitate client system integration, including platforms such as Salesforce, Zendesk, Genesys, and data warehousing groups, to enhance and tailor reporting solutions that address evolving customer and business requirements.
Stakeholder Partnership & Communication:
Collaborate with executive leadership to understand strategic needs and translate them into analytical requirements and deliverables. Communicate complex AI-generated insights effectively to non-technical stakeholders.
Dashboard & Reporting Development:
Oversee the design and maintenance of automated reports and interactive dashboards to track Key Performance Indicators (KPIs) and operational metrics.
Process Optimization:
Identify and champion opportunities for business process optimization or automation using AI solutions, enhancing operational efficiency and profitability.
Data Integrity & Ethics:
Ensure the accuracy, integrity, and ethical use of data and AI models, addressing potential biases and complying with relevant data privacy regulations.
Client-Facing Sales Presentations:
Lead the preparation and delivery of high-impact presentations to clients, showcasing the strategic benefits of our AI solutions, requiring travel as needed.
Qualifications
Required Skills & Qualifications:
Education:
Degree in a quantitative field such as Business, Statistics, Computer Science, Mathematics, Economics, or Engineering preferred.
Experience:
- Extensive experience in business intelligence, data analytics, or a similar analytical leadership role, with a proven track record of driving strategic initiatives. Has a strong grasp of existing AI tools currently in the market. Understanding of BPO (Business Process Outsourcing) KPIs across various verticals.
- Expert-level proficiency in SQL for data extraction and manipulation.
- Experience with data visualization/BI tools (e.g., Tableau, Power BI, Looker).
- Strong understanding of machine learning fundamentals, predictive modeling, and data warehousing concepts.
- Exceptional strategic thinking and leadership abilities.
- Strong written and verbal communication skills, with the ability to present findings clearly and persuasively to diverse audiences, including C-level executives.
- Strong business acumen and the ability to link data insights to business strategy and financial outcomes.
- Ability to manage multiple priorities, work independently, and thrive in a fast-paced, dynamic environment.
- Willingness to travel for client meetings and presentations.
- Experience in a specific industry relevant to the company (e.g., SaaS, e-commerce, retail, healthcare, finance).
- Hands-on experience with cloud platforms (AWS, Azure, GCP).
- Familarity with LLMs (Large Language Models) and prompt engineering techniques for analysis.