Lead and build the Customer Experience analytics function, owning CX data strategy, BI, forecasting, capacity planning, operational analytics, and executive reporting. Translate large datasets into actionable insights, predictive models, and staffing forecasts, measure AI and human interactions, identify journey inefficiencies, and quantify CX impact on revenue while partnering with CX, Finance, and Data teams.

Lead developer experience strategy and build platform tooling to accelerate engineering productivity. Design and optimize CI/CD pipelines, lifecycle automation, golden paths, and developer tools; reduce fragmentation, improve reliability and observability across multi-cloud environments, and evaluate AI-assisted tooling and coding agents to improve build, test, deployment, and operations workflows.