Consumer Group Expert Services Operations - Insights & Analytics

The Expert Network's ability to make smart, fast decisions — about how experts are performing, where quality is slipping, and where the customer experience needs to improve — depends on having the right data, structured the right way, reaching the right people at the right time. The Expert Network Center of Excellence (COE) is responsible for owning that measurement layer: defining what gets tracked, how it gets interpreted, and how it flows to the leaders and teams who need it to act. As our Insights & Analytics lead, you'll own the direction and delivery of reporting and measurement frameworks across the Expert Network . You'll consolidate and standardize how performance data is structured and surfaced across a diverse, tiered workforce — bringing consistency to a landscape where teams currently operate with varying levels of measurement maturity. You'll partner with data and analytics teams who build and maintain the underlying tools, while you own the strategic decisions about what the business needs to see and why. This role is well suited for someone who is as comfortable shaping measurement strategy as they are translating complex data into clear narratives — someone who understands that a dashboard no one acts on hasn't done its job.

Reporting & Dashboards — Direction & Delivery — Own the direction and delivery of COE and Service Delivery reporting. Define what gets measured, how it's interpreted, and how it reaches Service Delivery leaders in a form they can act on. Partner with Data Science and Analytics on tooling; you own the business requirements and the output. Move fast — reporting foundations should be in place by early Q1. Consolidate & Standardize Across the Expert Network — Drive consolidation and parity across reporting that currently exists in inconsistent form across Service Delivery teams. Identify gaps in data availability and partner with Data Science and Analytics and technology teams to close them. This is a consolidation effort — not a net new build. Specialty Team Metrics — Consolidation & Standardization — Drive consolidation and standardization of metrics across 9+ specialty expert teams currently operating with inconsistent measurement. This is a Year 1 scope focused on building parity and a single standard — not net new infrastructure from scratch. Manager & Expert Insights Partnership — Collaborate with Expert Experience on the 20% COE holds: the strategy layer, framework design, and ensuring what flows to managers and experts reflects COE's standards and priorities. Maintain clear lanes and strong partnership. Performance Measurement Partnership — Partner with the Performance & Incentive Operations function on reporting requirements that feed into KPI frameworks, ratings, and incentive structures. Ensure COE's measurement work provides the upstream data integrity that performance governance depends on. Insights Communication & Storytelling — Translate complex data into narratives that reach all Service Delivery leaders and COE leadership clearly and compellingly. Surface the right signals at the right time. Make insights drive action, not just awareness.

Experience & Industry Expertise 5–7 years of experience in analytics, insights, business intelligence, reporting, or strategy and operations; experience supporting customer success, service delivery, or large workforce organizations preferred. Demonstrated experience building or improving reporting infrastructure, dashboard frameworks, or measurement standards at scale — with ownership of business requirements and output quality. Familiarity with data visualization platforms, workforce analytics tools, or expert/advisor performance measurement a plus. Educational Background We value knowledge and skills built through experience. Whether your background comes from formal education, industry certifications, professional development, or years of doing the work, what matters is