Affinity Groups

Lead design, configuration, and optimization of Workday modules; architect business processes, calculated fields, security, and reports; drive reporting, data quality, testing/UAT, release readiness; provide expert support, mentor teammates, and partner with People and IT stakeholders.

Own CX data infrastructure, including pipelines, data models, governance, monitoring systems, and Streamlit dashboards. Apply advanced statistics and AI-assisted anomaly detection to identify customer experience opportunities and performance issues. Partner with CX leaders, data science, engineering, and Salesforce teams to define metrics, answer causal questions, and guide operational decisions. Establish data quality standards, validate AI-generated outputs, communicate insights clearly, and mentor data practitioners.

Designs, facilitates, and evaluates data-driven learning programs for customer experience teams. Responsibilities include instructional design, AI-enabled training, cohort and program management, stakeholder consultation, learner coaching, communications, and learning analytics. The role owns program outcomes, uses Kirkpatrick Model evaluations and KPIs to optimize learning, and mentors learners and junior team members while partnering with senior leadership.