Omnichannel Data Steward (Contact Centers)

The Omnichannel Data Steward is responsible for managing and ensuring the integrity, accuracy, and consistency of omnichannel related data within the organization. This role is pivotal in maintaining high standards of data quality, supporting data governance policies, and facilitating seamless data integration across various platforms. The primary objectives include developing and implementing data stewardship frameworks, monitoring data quality metrics, and collaborating with cross-functional teams to address data-related issues. This role will work with Legal & Compliance teams to ensure omnichannel initiatives adhere to regulatory and contractual obligations for use of data. The Data Steward is also responsible for communicating data governance policies, facilitating data-related discussions, and providing training on data governance best practices. By safeguarding the company's data assets, the Omnichannel Data Steward plays a crucial role in enabling informed decision-making and driving business success.

What will be my duties and responsibilities in this job?

Data Strategy and Planning

• Contribute to the development of the company's data strategy by providing insights into data needs, challenges, and opportunities.
• Identify and prioritize data initiatives that align with business objectives and drive value creation.
• Collaborate with data architects, engineers, and business analysts to develop data roadmaps and strategic plans.

Data Stewardship and Advocacy

• Act as a data advocate within the organization, promoting the value of data stewardship and data governance.
• Foster a culture of data ownership and accountability among data users and stakeholders.
• Serve as a point of contact for data-related questions, issues, and initiatives.

Data Governance and Quality

• Establish and enforce data governance policies, procedures, and standards for omnichannel data domains and ensuring enterprise data is accurate, complete, secure, and reliable.
• Monitor and ensure the accuracy, completeness, and consistency of data across all in scope channels.
• Monitor and ensure the accuracy, completeness, and consistency of omnichannel data models.
• Conduct regular data quality assessments and audits to identify and rectify data discrepancies and anomalies.
• Partner with the Data Governance team to support enterprise initiatives
• Serve as a liaison between the Data Governance team and business units to ensure policies are effectively communicated and adopted.

Data Management

• Develop and maintain comprehensive data dictionaries and metadata repositories for omnichannel data, including collaboration with business stakeholders to determine how key business metrics are calculated and tracked.
• Oversee data lifecycle management, ensuring proper data integration, storage, and archiving practices.
• Implement & manage data cleansing, transformation, and enrichment processes to enhance data usability and reliability.
• Assesses data alignment; identify data-related issues and collaborate with relevant stakeholders for resolution.

Collaboration and Communication

• Collaborate with cross-functional teams, including IT, marketing, sales, and customer service, to align data strategies and initiatives. This can also include collaborating with Data Stewards in other departments.
• Communicate data governance policies and procedures to stakeholders and provide training on data management best practices.
• Facilitate data-related discussions and workshops, fostering a culture of data stewardship and accountability.

Use of Data

• Work with Legal & Compliance teams to understand the policies, regulations and contractual obligations required for using customer & omnichannel data.
• Responsible for creating data flow diagrams and submitting privacy impact assessments for new omnichannel initiatives as needed.
• Communicate and oversee the use of customer & omnichannel data within the various initiatives to ensure adherence to requirements for use of data

Training

• Develop and perform end user training regarding various aspects of data governance & stewardship
• Develop and perform end user training outlining various requirements & constraints for use of data

What are the requirements needed for this position?

• Bachelor’s degree in Data Management, Business Administration, Engineering, Information Management, or a related field
• 6+ years of professional experience with a preference in data governance, compliance or risk management
• 3+ years of experience in data