Principal Architect, CX Analytics – Automation

This is a fully remote position, open to applicants in District of Columbia, +1 more state.

📋 Description

• Act as the key thought leader in the realm of Customer Excellence Analytics and Automation, steering technical and analytical strategies throughout enterprise operations.

• Serve as an Analytics and Automation Advisor within Revenue to uncover opportunities for enhancing operational cost savings.

• Collaborate closely with Collections Strategy leadership to aid in achieving BDE mitigation goals through advanced analytics and automated processes.

• Design and implement intricate A2C and Customer Care solutions by leveraging a comprehensive understanding of end-to-end revenue processes.

• Analyze end-to-end value streams and process architectures to pinpoint and remove underlying friction in collections and customer care operations.

• Manage customer master data strategies and organize complex customer hierarchies to guarantee consistent data integrity and reporting for global enterprise accounts.

• Propel BDE and operational cost savings via transformation, process re-engineering, and automation initiatives.

• Offer analytical insights in collections strategy and automation across the complete spectrum of A2C and Customer Care.

• Create and implement analytical tools and automated frameworks to resolve complex collection challenges and enhance decision-making.

⛳️ Requirements

• Extensive experience in CX Analytics and Automation, functioning as a principal thought leader in solution architecture.

• Comprehensive business understanding of Account-to-Cash (A2C) and Customer Care areas to design complex solutions.

• Proven success in mapping end-to-end process architectures and addressing root friction to drive BDE enhancements and cost reductions.

• Strong analytical skills in collections strategy and automation across enterprise revenue platforms.

• Background in customer master data management and overseeing intricate customer account hierarchies within ERP systems.

• Advanced analytical capabilities to investigate and model complex data structures using SQL and other analytical tools, complemented by a solid grasp of business-side revenue operations.

• Outstanding written and verbal communication abilities, with a demonstrated track record of presenting strategic proposals to senior executives.

• Bachelor's degree in Information Systems, Business Administration, Finance, or a related field (Master's degree preferred).

🏝️ Benefits

• Comprehensive health and wellness programs.

• Opportunities for professional development and career advancement.

• Flexible working arrangements to promote work-life balance.

• Competitive salary and performance-based bonuses.