Principal Architect, CX Analytics – Automation
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Job Description
Principal Architect designing CX analytics, automation, and A2C solutions at Iron Mountain. Driving collections strategy, bad debt reduction, and operational cost savings.
Responsibilities:
- Serve as the primary thought leader in the Customer Excellence Analytics and Automation space, driving technical and analytical strategy across enterprise operations
- Act as Analytics and Automation Advisor across Revenue to identify opportunities for driving broader operational cost savings
- Partner closely with Collections Strategy leadership to support BDE mitigation targets through advanced analytics and automated workflows
- Architect complex A2C and Customer Care solutions leveraging deep business understanding of end-to-end revenue processes
- Map end-to-end value streams and process architecture to identify and eliminate root friction in collections and customer care workflows
- Oversee customer master data management strategies and structure complex customer hierarchies to ensure seamless data integrity and reporting across global enterprise accounts
- Drive BDE and operational cost savings through transformation, process re-engineering, and automation initiatives
- Provide analytical expertise in collections strategy and automation across the full range of A2C and Customer Care scope
- Design and deliver analytical tools and automated frameworks to unblock complex collection barriers and streamline decision-making
Requirements:
- Extensive experience in CX Analytics and Automation, serving as a primary thought leader in solution architecture
- Deep business understanding of Account-to-Cash (A2C) and Customer Care scopes to architect complex solutions
- Proven track record of mapping end-to-end process architectures and eliminating root friction to drive BDE improvements and cost savings
- Strong analytical expertise in collections strategy and automation across enterprise revenue platforms
- Experience with customer master data management and managing complex customer account hierarchies across ERP systems
- Deep analytical capabilities to explore and model complex data structures using SQL and other analytical tools, balanced with a solid understanding of business-side revenue functions
- Exceptional written and verbal communication skills, with proven success presenting strategic proposals to senior executives
- Bachelor's degree in Information Systems, Business Administration, Finance, or related field (Master's preferred)
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