Head of Services Operations and Analytics

Capgemini is seeking a proactive and skilled Head of Services Operations and Analytics to join our team supporting one of the top 10 U.S. insurance carriers. This is a prime opportunity to advance your career, work in a multicultural environment, gain international experience, and play a key role in driving business success through data-driven decision-making.

Our Client is one of the United States’ largest insurers, providing a wide range of insurance and financial services products with gross written premium well over US$25 Billion (P&C). They proudly serve more than 10 million U.S. households with more than 19 million individual policies across all 50 states through the efforts of over 48,000 exclusive and independent agents and nearly 18,500 employees. Finally, our Client is part of one the largest Insurance Groups in the world.

POSITION SUMMARY

Drives data and analytic strategy, development and implementation of highly complex data and analytic products to drive business decisions, customer/agent experience, profitability and growth. Reviews enterprise-wide specialized initiatives related to data and analytic efforts, including data governance. Leads five teams handling the implementation of data solutions, advanced reporting, and workforce management. Drives AI strategy for Service Operations. AI responsibilities include monitoring, reporting, controlling, ethical review and AI deployment best practices.

EXPERIENCE PERFORMING THE FOLLOWING TASKS:

• Lead a Data Engineering team responsible for supporting, maintaining, and enhancing specialized data products and ensuring seamless data flow across enterprise applications.
• Oversee a Data Science and Advanced Reporting team in the collection, analysis, and external reporting of complex, high-impact datasets.
• Direct an Advanced Modeling team, developing sophisticated data-driven solutions and managing end-to-end delivery efforts across one or multiple teams.
• Lead the Workforce Management function for service operations, including intraday, short-term, and long-term forecasting; analyze and influence complex dynamics between growth and efficiency while maintaining service level commitments across internal and vendor-supported contact centers (chat, phone, and text).
• Manage the Reporting, Analytics, and Modeling function supporting all agent and customer interactions across multiple channels, including Phone, Chat, Text, IVR, App, Web, and Agency Services.
• Serve as a subject matter expert in financial services, customer service strategy, and customer growth and efficiency initiatives; mentor individuals and teams in these areas to build strategic capability.
• Develop and execute strategic plans, translating high-level goals into actionable initiatives across teams and multiple business domains.
• Build, onboard, and lead a high-performing global team, fostering a culture of continuous improvement and innovation at the enterprise level.
• Lead complex data initiatives, including assessing data governance, analytics requirements, and existing business processes to guide the design, development, and implementation of enterprise data products.
• Ensure adherence to architectural standards and best practices in code, data management, and analytic design across all data initiatives.

Requirements:

• Bachelor’s degree in business, Operations Management, Data Science, Analytics, or related field (Master’s or MBA preferred)
• Full English proficiency
• Insurance or Financial background is a plus

Experience:

• 10+ years of experience in service operations, analytics, or workforce management
• 7+ years in a senior leadership role managing cross-functional and global teams
• Proven experience in an omnichannel support environments
• Demonstrated success driving operational efficiency and customer satisfaction through data-driven initiatives

Technical Expertise:

• Strong proficiency in analytics platforms and tools
• Deep understanding of workforce management systems
• Familiarity with data governance, modeling, and architectural frameworks

Leadership & Strategy:

• Experience building and executing enterprise-level strategies across multiple business units
• Ability to lead advanced analytics and data science initiatives that support operational goals
• Skilled in translating complex data into strategic insights and actionable plans
• Experience managing vendor relationships and outsourced operations

This position comes with competitive compensation and benefits package:

1. Competitive salary and performance-based bonuses
2. Comprehensive benefits package
3. Career development and training opportunities
4. Flexible work arrangements (remote and/or office-based)
5. Dynamic and inclusive work culture within a globally reknowned group
6. Private Health Insurance
7. Pension Plan
8. Paid Time Off
9. Training & Development

About Capgemini

Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 340,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group €22.5 billion in revenues in 2023.

https://www.capgemini.com/us-en/about-us/who-we-are/