The purpose of this position is to lead the strategy, development, and evolution of CCSM analytics and insights, transforming data into actionable intelligence that informs decision‑making, improves customer experience, and protects the Publix brand. This role owns the CCSM analytics roadmap, establishes governance and standards, and leads a multidisciplinary team responsible for data integrity, case reporting, customer insights, performance measurement, social listening intelligence, and data storytelling across customer care, social engagement, and digital channels.

Primary Responsibilities:

Leading and executing CCSM's Analytics strategy to ensure priorities, methodologies, and outputs align with department goals and enterprise objectives. Establishing and governing CCSM data architecture, integration, and data management practices to ensure reliable, scalable, and consistent information. Translating customer feedback, operational data, and social listening signals into actionable insights that inform strategy, service delivery, and customer experience improvements. Defining and monitoring performance measurement frameworks to evaluate operational effectiveness, efficiency, and customer outcomes. Leading the delivery and execution of analytics solutions, including intake, prioritization, and development of reporting and intelligence capabilities.