Strategy

• Lead Customer Service & Operations demand forecasting and analytics
• Provide strategy and analytics support for Customer Service Operations across Medical, Dental, Digital, Chat, and Pharmacy Benefit Services
• Lead a team of business analysts and resource planning professionals
• Collaborate with Operations, Workforce Management, Product, Technology, Business, Finance, and executive partners
• Develop analytical models, insights, and compelling business cases
• Maintain, improve, validate, and publish call volume, case volume, chat volume, and average handle time forecasts
• Identify and size new intent and ensure it is captured accurately and timely for staffing strategies
• Recruit, coach, and develop a high-performing analytics team
• Make analytically grounded strategic recommendations and identify transformational opportunities
• Partner on mid- to long-term data strategy and support technology investments and AI capability deployment
• Assess new data elements, drivers, and modeling techniques; back-test and validate forecast models
• Analyze new intent, business opportunities, forecast variance, and operational drivers
• Guide test design, analytics, deployment timing, and staffing strategy while balancing risk and rewards
• Publish long-range and short-range forecasts across US Employer and Pharmacy Benefit Services lines of business

Senior Manager, Strategy & Analytics, CSO Forecasting

• Lead execution of financial coaching programs and innovation initiatives through project management, governance routines, execution tracking, and issue resolution
• Support branch, banker, and coach onboarding, readiness, training logistics, system access, attestations, and program implementation activities
• Manage cross-functional partner relationships and coordinate delivery of programs, services, and strategic initiatives across the enterprise
• Lead performance reporting, data quality assurance, analytics, dashboards, and executive presentations
• Provide actionable insights and recommendations through performance analytics and executive reporting
• Track, research, and evaluate business, operational, and strategic opportunities
• Identify risks and efficiencies, make prioritization recommendations, and facilitate team and leadership decision-making
• Support rollout, adoption, and ongoing enhancement of financial health solutions, including coaching capabilities, content, and customer engagement experiences
• Follow applicable risk and compliance programs, policies, procedures, escalation, and remediation requirements

Strategy jobs in Arizona

Senior Manager, Strategy & Analytics, CSO Forecasting

Senior Business Execution Consultant – Strategic Operations and Insights