At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That’s why we need smart, committed people to join us. Whether you’re looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain.
We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways.
Are you curious about being part of our growth story while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.
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.
Comprehensive health, wellness, and retirement plans to support your total well-being.
Flexible work options to support a healthy work–life 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.
Are you ready to lead the next evolution of customer service?
Category: Customer Support
In the era of AI, your data is your advantage. Yet too often it remains untapped: disconnected from systems, underutilized, untrained, and exposed to risk. Iron Mountain is the trusted partner for organizations of all sizes to unlock what’s possible, transforming information into intelligence and assets into advantage.
How? By seamlessly managing digital and physical assets of all kinds across their lifecycle—making them visible, secure, accessible, and AI-ready. From payments to pathology, mortgages to media, fine art to IT, we’ve helped more than 240,000 customers around the world, including 95% of the Fortune 1000, unlock more value from what’s already within reach. All with unparalleled security, governance, and sustainability at every step.
What can we unlock together?
