Teams at Universal Music Group

The Director of Data & Insights leverages analytics to guide strategy and optimize performance, collaborating with cross-functional teams to drive data-driven decisions and artist growth.

Lead ITSM and ServiceNow knowledge strategy: own stakeholder relationships, backlog, KPIs, and governance. Improve incident/request/problem/change processes, define reporting and success measures, drive KB content quality and deflection, prioritize enhancements, coordinate UAT, and partner with operations to automate work and reduce noise across a global ServiceNow team.

Deliver ServiceNow reporting and analytics: define KPI standards, build dashboards/scorecards, maintain reporting datasets and integrations, automate data quality checks, provide operational insights, support release and operations reporting, and partner with global platform and product stakeholders for data-driven decisions.