Job Description

The Intelligence Hub Lead is a strategic leadership role responsible for transforming data into actionable intelligence that drives better decision-making, operational efficiency, and consumer experience.

This role leads a team focused on analytics, reporting, insights, and innovation, leveraging automation and AI capabilities to evolve how data from social media, CRM, Consumer Care operations, and promotions is analyzed and delivered. The position plays a key role in driving productivity, digital transformation, and stakeholder value creation.

Key Responsibilities

Innovation & Digital Transformation

• Drive continuous innovation across the Intelligence Hub, identifying opportunities to evolve the operation through automation, advanced analytics, and AI-enabled capabilities.
• Lead initiatives that enable early detection of trends, risks, and opportunities from social data and operational KPIs.
• Act as a transformation catalyst, connecting business needs with scalable digital solutions.

Productivity & Operational Excellence

• Increase team and operational productivity by reducing manual processes, rework, and fragmented reporting.
• Lead the transition toward a single source of truth / data lake model, minimizing errors caused by multiple data extracts from different systems.
• Optimize workflows related to reporting, alerts, and promotion operations to improve speed, accuracy, and efficiency.

Data, Analytics & Insight Generation

• Oversee the creation of automated, standardized, and actionable reports aligned with business and operational KPIs.
• Integrate data from social media platforms, CRM (Salesforce), and Consumer Care operations (Teleperformance) to provide a holistic view of the consumer journey.
• Evolve analytics from descriptive to diagnostic, predictive, and prescriptive insights

AI-Enabled Alerts & Intelligence

• Develop intelligent alerting models to proactively identify:
• Emerging issues and conversation spikes
• Reputational risks
• Operational pain points impacting consumer experience
• Leverage AI capabilities for text analysis, sentiment analysis, topic clustering, and root cause identification.

Business Partnership & Promotions Enablement

• Serve as a strategic point of contact for Frontline Marketing teams, especially regarding promotions.
• Oversee and continuously improve how promotions are operated, including Q&A creation, winner contact, and tracking.
• Lead the evolution and automation of promotion-related processes, ensuring clarity for stakeholders and consumers.
• Deliver reports that generate clear learnings, opportunities, and recommendations to maximize promotional effectiveness.

Team Leadership & Capability Building

• Lead and develop a team focused on intelligence, reporting, and insights (no moderation or content creation).
• Build future-ready analytical and digital capabilities within the team.
• Foster a culture of curiosity, accountability, and data-driven decision-making.

Key Accountabilities

• Ensure delivery of high-quality, reliable, and actionable intelligence across social media, Salesforce CRM, Consumer Care operations, and promotions.
• Own the roadmap for automation, AI adoption, and reporting standardization
• Act as a trusted partner to Marketing, Care, and Leadership through value-driven insights.
• Guarantee consistency in metrics, definitions, and reporting methodology.
• Continuously improve how data is consumed and used across the organization.

Success Indicators

• Reduction in manual reporting and data reprocessing.
• Increased speed-to-insight and faster identification of risks and opportunities.
• Adoption and regular use of reports and dashboards by key stakeholders.
• Improved efficiency and clarity in promotion operations.
• Measurable productivity gains within the Intelligence Hub team.
• Positive stakeholder feedback on insight quality, relevance, and usefulness.

Requirements

Required Skills & Experience

Core Experience

• Proven experience leading analytics, reporting, or intelligence teams.
• Strong business acumen with understanding of consumer care, marketing, and contact center operations.
• Ability to translate complex data into clear, actionable insights.

Tools & Technical Knowledge

Required:

• Sprinklr (social listening, analytics, reporting)
• Salesforce CRM
• BI and visualization tools (e.g., Domo, Power BI, Tableau)
• KPI management and operational analytics

Preferred / Nice to Have:

• Understanding of data lake and data architecture concepts
• Automation workflows and system integrations
• Applied AI for analytics and insights
• SQL (reading/interpreting)
• Python or notebook-based analytics (desirable, not mandatory)

Why This Role Matters

This role does not just report data it creates intelligence, enabling smarter decisions, better consumer experiences, and a more agile and efficient operation.

Benefits

• Un contrato a término indefinido con Findasense Colombia, con un período de prueba de 2 meses
• ¡23 días hábiles de vacaciones! Adicionando el día libre de tu cumpleaños
• Medicina prepagada, en Findasense nos preocupamos por tu bienestar
• Podrás trabajar desde casa, desde otra oficina de Findasense o cualquier parte del mundo, en línea con nuestra política Hybrid Way of Work
• Auxilio de conectividad
• Flexibilidad horaria, para hacer posible tu balance vida - trabajo
• Fondo de Empleados - Fondemec
• Podrás participar en nuestro programa de voluntariado, contarás con 40 horas laborales al año para colaborar con organizaciones que tengan iniciativas de servicio comunitario o voluntariado