Leads a centralized contact center analytics function, managing analysts, prioritizing analytical requests, and setting operating standards. Performs complex analyses and executive insight reporting while building repeatable frameworks, automation, and responsible AI-assisted workflows. Partners with reporting and technology teams on data access and tools including MicroStrategy, Genesys, CallMiner, and Snowflake. Ensures analyses account for TCPA, FCRA, and FDCPA requirements while supporting strategic initiatives across customer service, lending, collections, complaints, workforce management, and related operations.