Drove strategy and execution of data architecture and standards for enterprise visualization capabilities migration to Google Cloud Platform (GCP). Primary areas of focus were alignment within organizational teams on data governance, business metadata, data transformation, data catalog and self-service applications.• Partnered with enterprise business and technology leaders on change management roadmap for legacy data, analytics and business intelligence environments to cloud capabilities based upon revenue and cost savings priorities.• Led data engineering team responsible for creating cloud-based data marts for the enterprise data science team’s customer analytics master capability.

Created strategy and fueled execution of holistic single-version-of-truth operational and analytical data environment for omnichannel business and data teams to support sales, service and support functions across brick and mortar and online teams.• Led team of BI developers and data engineers that created self-service KPI reporting for all retail and services field leaders, managers and line supervisors, delivering intraday and historical metrics with targeted business goals to over 10,000 unique employees generating reports over one million times per month.• Evangelized throughout enterprise business, technology and project team leaders on the need to include data requirements within company change management procedures to ensure the organization’s transformational journey from transactional to experience driven model.

Established a “data as a supply chain” model within the global contact center that built consensus and enabled alignment between data creators (capabilities owners), data consumers (business teams) and information providers (reporting/analytics teams) to ensure all parts of the information ecosystem understood and executed on their areas of ownership and associated responsibilities. • Drove outcomes that included clear and objective accountabilities, streamlined operating model, change management standards and simplified support including higher informational system availability, reduced time for development and decreased expense through reduction in break/fix issues.• Deployed a continuous improvement BI development environment incorporating Agile principles with the best of Scrum and Kanban methodologies (“Scrumban”) that allowed the flexibility needed to maximize business value within the unique needs of our fast-paced division and associated resource constraints.• Delivered voice of the customer insights to the organization through self-service BI environment, blending multi-dimensional data sources (sales, product, contact, geography, customer) for in-depth understanding of consumer behavior within and across company value propositions and channel capabilities.• Implemented robust conformed dimensions, staging tables and data marts within enterprise data warehouse to be utilized by all operational and analytical data partners within the company, ensuring alignment of messaging around business results and more efficient and accurate data science modeling.

Led the analytical/operational reporting group in an internal and vendor partnership contact center environment. Oversaw communication of real-time and historical insights, ensuring integrity of operational data metrics, and acted as liaison for business partners to facilitate resolution of system/customer/workforce issues.• Delivered subject matter expertise within the enterprise regarding optimal integration of phone channel data into key business program initiatives to maximize customer satisfaction and business results.

Managed the global command center which included responsibilities of real-time and historical reporting, labor management based upon targeted service level and expense expectations, and proactive communication of operational disruptions like system/network outages, inaccurate demand planning assumptions, and workforce management issues throughout our multi-site model.• Developed process for customer contact routing governance, application enhancements, and data warehousing for all contact center information.• Served as subject matter expert within the enterprise for optimal integration of phone channel into key business program initiatives to maximize customer satisfaction and business results.