Head of CCSM Analytics & Customer Insights

Publix Super Markets, Inc.; Lakeland (FL); On-site; USD 120,000 - 190,000; Full time

Job summary

Publix Super Markets, Inc. is seeking a senior leader to drive analytics strategy for Customer Care and Social Media (CCSM).

You will shape the analytics roadmap, govern data architecture, and lead a cross-functional team to deliver insights that improve customer experience and protect the Publix brand. You will translate feedback, operational data, and social signals into actionable intelligence, define performance metrics, and deliver reporting capabilities that inform strategic decisions

Qualifications

• Bachelor’s degree in Analytics, Data Science, Statistics, Engineering, Information Technology, Computer Science, or other analytical discipline or equivalent combination of formal training/certification and professional work experience that demonstrates the prerequisite competence to perform the duties of this position
• 10 years of analytical experience including critical thinking and advanced problem-solving methods, plus cross-functional project management experience
• 3 years of management or supervisory experience
• strong interpersonal, leadership and management skills
• expert knowledge of analytics strategies, tools, and best practices
• knowledge of CCaaS – Contact Center as a Service Solution and Social Engagement Software
• knowledge of Social Listening platforms
• MBA or Master’s degree in Analytics, IT, CS, Stats, Engineering or related field
• More than 10 years of analytical experience
• more than 3 years of management or supervisory experience
• professional certification in data science
• Certified Analytics Professional
• expert knowledge of Microsoft Excel
• knowledge of Publix business systems and data sources
• knowledge of CCaaS – Contact Center as a Service Solution and Social Engagement Software
• knowledge of Social Listening platforms

Responsibilities

• Leading and executing CCSM’s Analytics strategy to align with goals and objectives.
• Governing CCSM data architecture, integration, and data management practices.
• Translating feedback, operations data, and social signals into actionable insights.
• Defining and monitoring performance measurement frameworks.
• Leading delivery and execution of analytics solutions including reporting capabilities.

Skills

Analytics strategy

Leadership

Data analysis

Project management

Communication

Education

Bachelor’s degree in Analytics / related field

MBA or Master’s degree

Professional certification in data science

Tools

Power BI

Excel

Power Platform

Dataverse

Access

Job description

Publix Super Markets, Inc. is seeking a senior leader to drive analytics strategy for Customer Care and Social Media (CCSM).

You will shape the analytics roadmap, govern data architecture, and lead a cross-functional team to deliver insights that improve customer experience and protect the Publix brand. You will translate feedback, operational data, and social signals into actionable intelligence, define performance metrics, and deliver reporting capabilities that inform strategic decisions