Director of AI & Digital Analytics

Overview National Debt Relief is seeking a strategic and insights-driven Director of Digital & AI Analytics to design the measurement, insights and optimization of our end-to-end customer experience. This role will own the enterprise-wide analytics strategy related to digital journeys and AI interaction support within client journeys. With a key focus on ensuring that the data we collect is used to create a competitive advantage in driving growth, efficiency, and client satisfaction. This role will be a key partner in supporting testing, performance management, and scale of agent-replacement AI within the organization. As a Director, you will lead a team and partner cross-departmentally to ensure that the data insights inform decision making and support the long term experience strategy for the company. Expectations are to be both a leader of team as well as direct contributor/partner in improving customer journeys, increases conversion rate, and enhances client satisfaction. Responsibilities Define and lead the digital and client experience analytics strategy, aligning with business priorities and objectives. Drive the vision for data collection and data governance across the digital platforms such as event tracking, tagging and KPIs. Lead and mentor a team of analysts, fostering professional growth and building best-in-class analytics. Partner with executives to translate data-driven insights into business strategy. Guide the development of advanced dashboards, scorecards, and reporting to ensure insights are delivered to the right stakeholders at the right time. Oversee the customer journey analytics to identify pain points, opportunities and improvements in digital experiences. Collaborate with data engineering to ensure data flows into Snowflake for unified analytics. Stay ahead of digital analytics trends, data privacy regulations (GDPR, CCPA), and evolving best practices in customer experience measurement. Own the analytics strategy for AI Analytics, building the measurement framework that governs agent-replacement AI interactions across voice and chat channels. Lead test design and results analysis for AI model and prompt experiments (e.g., model version A/B tests, containment vs. escalation testing) to validate performance before scaling. Define and monitor performance KPIs for AI-handled interactions — containment rate, accuracy, quality/CSAT, and escalation rate — and translate findings into optimization roadmaps. Partner with AI Analytics,...

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