In this role, you will be responsible for developing and executing a comprehensive regional transformation strategy aligned with our Global Care Goals and Objectives (G&Os). You will act as a catalyst for change, championing program initiatives that foster a culture of innovation and driving the adoption of new technologies across the region.
You will join a forward-thinking team where you will lead digital integration, manage high-level stakeholder relationships, and leverage data to optimize our service delivery. At Iron Mountain, we encourage you to Climb Higher as you help us redefine the customer experience and transform the digital landscape.
What You'll Do
In this role, you will:
- Lead Strategic Change: Articulate and drive a regional transformation roadmap, championing initiatives that introduce new technologies and processes to enhance operational efficiency and competitive advantage.
- Drive Data-Driven Innovation: Evaluate and implement digital platforms and self-service solutions, leveraging advanced analytics to inform strategy, mitigate risks in Business As Usual (BAU) operations, and ensure compliance with cybersecurity best practices.
- Facilitate Global Collaboration: Partner with cross-functional stakeholders and Product Owners to identify optimization opportunities, while managing external vendor relationships to maximize value delivery across the organization.
What You'll Bring
The ideal candidate will have:
- 2+ years of experience as a Business Analyst or in a similar role within a customer care or service environment, supported by a Bachelor's degree in Business Administration, Analytics, or a related field.
- Strong Technical & Analytical Skills: Proficiency in data visualization tools (such as Tableau, Power BI, or Excel) and experience with Customer Relationship Management (CRM) and contact center platforms.
- Expertise in Service Metrics: Deep knowledge of customer experience metrics, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES), alongside familiarity with process improvement frameworks like Lean or Six Sigma.
- Leadership & Communication Excellence: Proven ability to mentor a high-performing team and communicate complex transformation visions to stakeholders at all levels to inspire buy-in.
What We Offer
- Competitive compensation and benefits aligned with your transformation expertise.
- Flexible work options to support a healthy worklife balance.
- Paid time off and holiday allowances to ensure you have time to recharge.
- Opportunities for continuous learning and professional growth within a global industry leader.
Call to Action
Are you ready to lead the next evolution of customer service
