Head of Customer and Agent Solutions Data & Analytics

Job 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 a team handling the implementation of data solutions including data products, models, reports/dashbards, ad hoc analyses/studies and semantic layers to support AI-driven self-service data solutions.  Drives AI strategy for Service Operations. AI responsibilities include monitoring, reporting, controlling, ethical review and AI deployment best practices. 

Essential Job Functions

• Leads a team who provides ongoing support, maintenance and modification of existing specialized data products or solutions not yet transitioned to IT  and the flow of data relating to enterprise applications.
• Ensures data solutions are transitioned to IT for ongoing maintenance and support in alignment with pre-established criteria.
• Oversees the collection and reporting of specialized, highly complex data to  CAS and other Home Office teams as well as to Agents and DMs.
• Leverages AI in building and provisioning self-service reporting and analytics solutions.
• Ensures the appropriate CAS data product foundation and associated data governance/context is in place to support successful AI solutions.
• Considered an expert in strategy concepts and regularly coaches individuals in this area.
• Leads efforts to define highly complex, specialized solutions and manage the overall development effort, either individually or leading multiple teams.
• Creates strategic plans and translates plans to action for individuals or teams within their span of control or teams across three or more business domains.
• Enables continuous improvement opportunities at an enterprise level.
• Consults, manages or executes on data efforts of increased complexity, to understand data, analytic or data governance requirements and existing business processes to lead in the design, development, implementation or management of data products.
• Ensures code, current architectural patterns, data and analytic principles and data governance guidelines are adhered to during execution.
• Shares innovative ideas in Data Analytics to leadership that may be domain specific or functional in nature.
• Works as an individual, with individuals or small teams to apply data, analytic or data governance concepts to projects or programs.

Education Requirements

• Bachelor’s degree required.
• Master’s degree or advanced certification preferred

Experience Requirements

• 10 or more years of related experience required.
• Knowledge and familiarity in working with machine learning and advanced AI, strongly preferred. 
• Experience building and growing and advanced analytics team, strongly preferred. 
• Experience in insurance and service center operations insurance sales or product experience, preferred. 

Special Skill Requirement

Role requires strong technical aptitude.

• Experience in dimensional modeling, BI visualizations and pipeline orchestration.
• Moderate understanding of statistical concepts and advanced analytic capabilities.
• Basic familiarity and understanding of cloud computing environments.
• Understanding of Data Governance practices and principles.
• Familiarity with Data Product and Data Product Management/Ownership concepts.
• Experience interacting with executive and senior leadership around the topics of data access, quality, appropriate use, metric definitions and standardization.

Additional Qualification

Leadership; Influencing; Communication; Presentation skills; Superior interpersonal and organizational skills; Relationship Building; Stakeholder Management; Knowledge of Operations; Coaching/Mentoring; Team Building; Collaboration; Conflict Management; Analytical skills; Computer literacy; Project management skills in alignment with Farmers People Leader Capabilities

Physical Environment

Job is performed in-person at a Farmers office or virtually at an approved alternative work location. Job may include work performed at field locations. The physical work environment is indoors and climate-controlled with adequate lighting and ventilation. Normal and customary distractions include background noise produced by office equipment and chatter among people, as well as interruptions. Field work performed outdoors may include exposure to weather elements. Frequently sits or stands for prolonged periods of time, up to a full shift. Occasionally moves about the workplace including navigating stairs, ramps, and level or uneven surfaces. Occasionally moves, pushes, pulls, lifts, carries, and places objects or materials weighing up to 50 pounds without assistance. Frequently uses shoulders, arms, hands, and fingers to manipulate equipment, tools, and objects necessary to perform job duties. Frequently performs fine motor tasks such as typing, mousing, or writing, up to a full shift. Occasionally performs movements such as bending, stooping, crouching, kneeling, twisting, and reaching overhead or below the knees. Possesses clear vision, with or without correction, to visually read and verify information. Relies on depth perception and peripheral vision to navigate the work environment visually by identifying barriers, changes in terrain and locating objects. Possesses adequate hearing, with or without correction, to communicate with co-workers, respond promptly to auditory signals or alarms, and discern sounds essential for maintaining safety and productivity in the workplace. Jobs in this category may require regular travel between Farmers offices, alternative work locations, and/or field locations.