Director Content and Omni – Data and Service Delivery Excellence

Job Title: Director Content and Omni – Data and Service Delivery Excellence

Career Level: F

Introduction to role

The primary role of this position is to lead and ensure the success of a high-performing data, analytics, and reporting team within the Content & Omnichannel Operations. In this strategic and hands-on role, you will be responsible for designing and driving a global data strategy, delivering actionable insights, and enabling informed decision-making across our operation. This is a unique opportunity to shape our operations data and reporting capabilities and contribute to the success of our wider customer engagement efforts in a fast-paced, highly regulated environment.

Accountabilities

As the Director Content and Omni – Data and Service Delivery Excellence, you will be responsible for the service delivery excellence & performance team within GCO Content and Omnichannel Operations, using data-driven insights to optimize operational efficiency, improve performance, and advise strategic decisions. This role combines data analytics, business intelligence, and multi-functional collaboration to ensure GCO Content and Omnichannel’s operations are aligned with business goals and continuously improving.

What you'll do:

Team Leadership:

• Lead, mentor, and manage a team of data analysts, data engineers, and other analytics professionals within the operations function.
• Ensure team members are equipped with the tools, skills, and resources they need to succeed in delivering high-quality, actionable insights.
• Provide guidance on data analytics standard processes, tools, and methodologies.

Data Strategy and Governance:

• Develop and implement a comprehensive data and reporting strategy in alignment with Global Business Services (GBS) and Content & Omnichannel Operations objectives and business goals.
• Standardize and streamline data collection, integration, and reporting processes to improve efficiency and accuracy.
• Identify and evaluate opportunities for automation across the Content & Omni Ops data pipeline and guide the team on implementing robust and effective automated reporting workflows.
• Build, establish and own the Operational Data Standard for Content & Omnichannel operations.
• Ensure data governance, security, and compliance standards are upheld in accordance with global regulations (e.g., GDPR).

Analytics and Insights:

• Lead the team to deliver actionable insights to key collaborators (Content & Omni Ops LT and XLT, GBS, and SET area partners) by translating sophisticated data into clear, significant, and visually compelling reports or dashboards.
• Identify trends, opportunities, and risks within Content & Omnichannel Operations activities through sophisticated analytics.
• Support GBS data requirements.
• Support the optimization of delivery processes by integrating data-driven decision-making.
• Support strategic planning and budgeting decisions by providing accurate and reliable resource efficiency and utilization data.

Technology and Tools:

• Supervise the implementation and optimization of data visualization and analytics tools (e.g., Power BI) while staying up-to-date with new technologies.
• Collaborate with CRA, GBS Analytics, IT, and other relevant technical teams to ensure that the Content & Omni Ops data infrastructure is robust, scalable, and fit for purpose.
• Lead the governance, maintenance, and improvements of the Work management tool (e.g., Jira).
• Explore and drive the adoption of automation and AI/ML models for predictive and prescriptive analytics.

Partner Engagement:

• Act as a trusted advisor to Content & Omni Ops leadership, providing data-driven recommendations to advise strategy and execution.
• Partner with teams across GBS to ensure alignment and integration of data initiatives and enable coordinated reporting to advise Customer Boards and other critical business processes.
• Present insights and recommendations to senior team members with clarity and impact.

Essential Skills/Experience

• Bachelor’s degree or above in relevant area
• Advanced degree (MBA, MSc, or equivalent) is highly desirable.
• A minimum of 12 years of experience in data and analytics roles
• Demonstrated expertise in data strategy, analytics, reporting, and visualization tools (e.g., Tableau, Power BI, SQL, Python, R).
• Familiarity with the marketing lifecycle, including customer segmentation, campaign performance, and omnichannel marketing analytics
• Knowledge of Omnichannel enabling technology platforms and how they are leveraged to enable various aspects of customer experience
• Experience leading a multi-functional team of resources that work towards a common objective
• Project Management including risk mitigation & planning associated with sophisticated programs
• Strategic problem solver with the ability to translate business needs into data and reporting solutions.
• Strong analytical approach with the ability to synthesize sophisticated data into actionable insights.
• Excellent stakeholder management and communication skills, with the ability to influence and present to senior leadership.
• Diligent with outstanding organizational and project management skills.
• Experience with data governance, privacy regulations (e.g., GDPR), and compliance frameworks in a global setting.

When we put unexpected teams in the same room, we ignite bold thinking with the power to encourage life-changing medicines. In-person working gives us the platform we need to connect, work at pace and challenge perceptions. That's why we work, on average, a minimum of three days per week from the office. But that doesn't mean we're not flexible. We balance the expectation of being in the office while respecting individual flexibility. Join us in our outstanding and adventurous world.

At AstraZeneca, you'll be part of a team of specialists that is important to our growth. We value unique knowledge and trust our employees with personal accountability to make impactful contributions. Our innovative environment encourages bold thinking to lead change. We collaborate seamlessly across a global network to find new solutions that accelerate our impact. The business invests in our growth, keeping us ahead of our peers. Here you can expect to feel at home from day one.

Ready to make an impact? Apply now!

AstraZeneca embraces diversity and equality of opportunity. We are committed to building an inclusive and diverse team representing all backgrounds, with as wide a range of perspectives as possible, and harnessing industry-leading skills. We believe that the more inclusive we are, the better our work will be. We welcome and consider applications to join our team from all qualified candidates, regardless of their characteristics. We comply with all applicable laws and regulations on non-discrimination in employment (and recruitment), as well as work authorization and employment eligibility verification requirements.