Director of Performance Analytics - Customer Operations

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The newly formed Applied Analytics organization is seeking a Director of Performance Analytics to lead enterprise analytics for our Customer Operations (Contact Center) and Claims Customer Experience portfolio. This role is responsible for shaping the performance measurement strategy, driving actionable insights, and enabling data-driven decision-making across two of our most critical customer-facing functions. As the organization evolves, this leader will help advance the use of AI-enabled analytics and emerging conversational intelligence to enhance insight generation and performance management.

The Director will partner closely with Contact Center Operations, Claims leadership, Digital, IT, WFM, EDS, and T&OO stakeholders to translate complex data into clear performance narratives that improve efficiency, quality, and customer outcomes. This leader will manage a high-performing analytics team and act as a strategic advisor to senior leaders. The Contact Centers are exceptionally fast-paced and require nimble and flexible leadership.

Key Responsibilities

Analytics Strategy & Leadership

· Define and own the end-to-end performance analytics strategy for Customer Operations and Claims CX, aligned to enterprise goals.

· Establish standardized metrics, KPIs, and performance frameworks across channels (voice, digital, self-service) and claims journeys.

· Lead, mentor, and scale a team of six performance analysts.

Business Partnership & Influence

· Serve as a trusted thought partner to senior leaders in Contact Center Operations and Claims.

· Translate business questions into analytical approaches and deliver insights that drive measurable outcomes.

· Present complex analyses and performance stories to executive audiences with clarity and impact.

Performance Measurement & Insights

· Oversee operational performance, customer experience, quality, productivity, and cost analytics.

· Identify drivers of customer satisfaction, handle time, cycle time, leakage, rework, and operational variability.

· Lead deep-dive analyses to identify root causes and improvement opportunities across people, process, and technology.

Advanced Analytics Enablement

· Drive adoption of advanced analytics (conversational intelligence and AI-enabled insights)

· Partner with EDS to ensure high-quality, trusted, and scalable data assets.

· Enable self-service analytics for business leaders while maintaining strong governance.

Operating Model & Governance

· Establish best practices for analytics delivery, prioritization, and stakeholder engagement.

· Ensure data integrity, metric consistency, and alignment with enterprise performance standards.

· Manage roadmap planning, intake, and value realization for analytics initiatives.

Qualifications Required

· 5+ years of experience in analytics, performance management, or data science roles, with at least 3 years in a people leadership capacity.

· Strong fluency in operational metrics, customer experience measurement, and performance management.

· Proven ability to influence senior leaders and drive change through data.

· Excellent executive communication and storytelling skills.

· Ability to manage multiple competing priorities and thrive in evolving and fast-paced environments.

· Foundational knowledge of insurance products, coverages, and concepts.

· Willingness to lean into AI-augmented and conversational analytic tools, driving adoption and creating business value.

Preferred

· Exposure to advanced analytics, AI/ML use cases, and experimentation frameworks. Direct conversational intelligence and AI analytics experience is a plus.

· Hands-on experience with modern BI and analytics platforms (Tableau, Snowflake, etc.)

· Strong understanding of omnichannel customer journeys and digital servicing models.

· Understanding of insurance contact center operations.

Leadership Competencies

· Strategic thinker with a bias for action

· Strong people leader and talent developer

· Comfortable operating in ambiguity and driving alignment

· Customer-obsessed and outcome-driven

· High integrity and commitment to data quality

This role will have a Hybrid work schedule, with the expectation of working in an office (Columbus, OH, Chicago, IL, Hartford, CT or Charlotte, NC) 3 days a week (Tuesday through Thursday).

Candidates must be authorized to work in the US without company sponsorship. The company will not support the STEM OPT I-983 Training Plan endorsement for this position.

Compensation

The listed annualized base pay range is primarily based on analysis of similar positions in the external market. Actual base pay could vary and may be above or below the listed range based on factors including but not limited to performance, proficiency and demonstration of competencies required for the role. The base pay is just one component of The Hartford’s total compensation package for employees. Other rewards may include short-term or annual bonuses, long-term incentives, and on-the-spot recognition. The annualized base pay range for this role is:

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