director of special projects

The Director of Special Projects is a strategic leadership role responsible for delivering insights and analytics to the C-Suite and management teams. 

This role is pivotal in shaping and enhancing customer experience (CX) outcomes for our clients and internal business units. It focuses on synthesizing data from various sources to deliver actionable insights, strategies, and recommendations that drive improved CX performance and operational efficiency. The successful candidate will be adept at translating complex data into clear narratives that inform both external client partnerships and internal leadership objectives.

As Director of Special Projects, You Will…

• Curate insights by analyzing diverse data sets, including disposition data, operational metrics, workforce metrics, analyst reports, internet research, and AI-generated intelligence.
• Identify trends, opportunities, and improvement areas to help clients strengthen customer relationships and elevate their brand reputation.
• Support client CX leaders in defining and implementing strategies to enhance customer satisfaction, loyalty, and advocacy.
• Present focused, data-driven recommendations during regular client engagements, offering candid and objective insights with professionalism and impact.
• Provide senior business unit leaders and CX teams with clear, concise performance analysis across key CX metrics, such as CSAT, NPS, FCR, VOC, as well as operational efficiency metrics like AHT, CPC, and utilization rates.
• Identify underperforming areas and recommend evidence-based strategies to improve both customer experience and operational KPIs.
• Collaborate with internal stakeholders, including QA, reporting analysts, and real-time analysts, to ensure insights and recommendations align with broader program goals.
• Serve as the driving force behind superior performance analytics, moving beyond traditional reporting to offer predictive and diagnostic insights that anticipate challenges and opportunities.
• Leverage existing resources and tools—such as QA frameworks, real-time insights, and performance dashboards—to build holistic strategies that optimize service delivery and customer outcomes.
• Collaborate with AI and analytics platforms to unlock deeper intelligence and provide innovative solutions.

As Director of Special Projects, You Have…

• Bachelor’s degree in Business, Data Analytics, Customer Experience, or a related field.
• Advanced degrees or certifications in CX, Analytics, or Process Optimization are an asset.
• 10+ years of experience in data analysis, customer experience strategy, or consulting roles focused on performance improvement.
• Proficiency in data tools (e.g., Excel, BI platforms, or AI analytics tools) and experience with customer experience reporting and dashboards.
• An ability to interpret large and diverse data sets, identifying key trends and translating them into actionable strategies.
• An exceptional ability to present insights in a structured, impactful manner to both client stakeholders and senior internal leaders.
• A strong understanding of CX performance metrics (CSAT, NPS, FCR, VOC) and efficiency metrics (AHT, CPC), as well as their impact on client success.
• Experience working within cross-functional teams, with the ability to partner effectively with QA, workforce analysts, and business leaders.
• Familiarity with AI and data visualization tools to enhance insights and reporting.