Director, International Predictive Customer Engagement (IPCE)

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DESCRIPTION

The Director of International Predictive Customer Engagement (IPCE) leads an analytics organization responsible for transforming customer engagement in international markets through advanced AI, predictive modeling, and omnichannel orchestration to drive competitive advantage and analytically informed decision making.

This role operates as a strategic consulting partner for international commercial leadership, driving enterprise-wide innovation, measurable business impact, and scalable AI capabilities across our international markets.

The position requires strong leadership to connect analytics with business outcomes, govern complex multi-market delivery, and steer the evolution of next-generation engagement capabilities with both ML and GenAI.

KEY RESPONSIBILITIES

Strategic Leadership & Vision

• Define and execute the international strategy for predictive customer engagement, including existing predictive customer engagement solutions and next-generation AI-driven engagement capabilities

• Establish roadmap for AI/ML, GenAI, and omnichannel orchestration aligned with commercial priorities

• Serve as a thought leader in AI-driven customer engagement and represent the organization in industry forums

Business Impact & Value Delivery

• Drive measurable business outcomes through predictive models, engagement strategies, and operational efficiency improvements

• Translate complex analytics into actionable commercial insights for senior leadership

• Ensure continuous optimization through test-and-learn and closed-loop feedback mechanisms

Global Team Leadership & Capability Building

• Lead and scale a high-performing, globally distributed data science organization

• Foster a culture of accountability, innovation, and continuous learning

• Build consulting capabilities within the team to act as trusted advisors to markets

Stakeholder Engagement & Strategic Partnership

• Serve as the primary bridge between analytics, commercial leaders, and cross-functional teams (Business Leaderships, Commercial Excellence, Commercial IT, Data and Cloud Engineering and other stakeholders)

• Establish strong partnerships with market leadership to co-create solutions and align priorities

• Facilitate executive-level discussions on brand strategy and engagement optimization

Product & Solution Innovation

• Drive development and deployment of predictive models and AI solutions (e.g., Next Best Action predictive models, GenAI applications)

• Lead integration with enterprise platforms (CRM, marketing automation, data platforms)

• Champion adoption of innovative methodologies, including agentic AI and explainable AI

Governance, Operating Model & Delivery Excellence

• Establish governance frameworks for demand intake, prioritization, and delivery across markets

• Ensure alignment across matrix teams and enforce execution discipline

• Mitigate delivery risks across multi-market initiatives through structured oversight

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