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Job description
Description
The purpose of this position is to lead the strategy, development, and evolution of Customer Care and Social Media (CCSM) analytics and insights, transforming data into actionable intelligence that informs decision‑making, improves customer experience, and protects the Publix brand. This role owns the CCSM analytics roadmap, establishes governance and standards, and leads a multidisciplinary team responsible for data integrity, case reporting, customer insights, performance measurement, social listening intelligence, and data storytelling across customer care, social engagement, and digital channels.
Department
Marketing
Job Category
Data Analysis & Business Intelligence
Description
The purpose of this position is to lead the strategy, development, and evolution of Customer Care and Social Media (CCSM) analytics and insights, transforming data into actionable intelligence that informs decision‑making, improves customer experience, and protects the Publix brand. This role owns the CCSM analytics roadmap, establishes governance and standards, and leads a multidisciplinary team responsible for data integrity, case reporting, customer insights, performance measurement, social listening intelligence, and data storytelling across customer care, social engagement, and digital channels.
Primary Responsibilities
Leading and executing CCSM’s Analytics strategy to ensure priorities, methodologies, and outputs align with department goals and enterprise objectives.
Establishing and governing CCSM data architecture, integration, and data management practices to ensure reliable, scalable, and consistent information.
Translating customer feedback, operational data, and social listening signals into actionable insights that inform strategy, service delivery, and customer experience improvements.
Defining and monitoring performance measurement frameworks to evaluate operational effectiveness, efficiency, and customer outcomes.
Leading the delivery and execution of analytics solutions, including intake, prioritization, and development of reporting and intelligence capabilities.
Required Qualifications
Bachelor’s degree in Analytics, Data Science, Statistics, Engineering, Information Technology, Computer Science, or other analytical discipline or equivalent combination of formal training/certification and professional work experience that demonstrates the prerequisite competence to perform the duties of this position
10 years of:Performing an analytical function involving critical thinking and applying advanced problem‑solving methods
Experience managing medium‑to‑large cross‑functional projects
Working in a position requiring documenting requirements, developing presentation materials and developing reports
3 years of management or supervisory experience
Strong interpersonal, leadership and management skills
Expert knowledge of analytics strategies, tools, and best practices
Critical thinking, agility and adeptness in understanding new information, processes and technology
Strong project management skills
Change leadership skills
Ability to manipulate and analyze data
Ability and willingness to stay up‑to‑date on technological developments
Ability to plan, prioritize, and organize multiple initiatives, resources, and deadlines to achieve business goals
Written and verbal communication skills
Intermediate knowledge of Microsoft Word and PowerPoint skills
Advanced knowledge of Microsoft Excel and Access skills
Knowledge of Power BI or data visualization solutions
Knowledge of Dataverse and Power Platform ecosystem
Preferred Qualifications
MBA or Master’s degree in Analytics, Information Technology, Computer Science, Statistics, Engineering or other analytical discipline
More than 10 years of:Performing an analytical function involving critical thinking and applying advanced problem‑solving methods
Experience managing medium to large cross‑functional projects
Working in a position requiring documenting requirements, developing presentation materials and developing reports
More than 3 years of management or supervisory experience
Professional certification in data science
Certified Analytics Professional
Expert knowledge of Microsoft Excel
Knowledge of Publix business systems and data sources
Knowledge of CCaaS – Contact Center as a Service Solution and Social Engagement Software
Knowledge of Social Listening platforms
Benefits Information
Employee stock ownership plan that contributes Publix stock to associates each year at no cost
An opportunity to purchase additional shares of our privately‑held stock
401(k) retirement savings plan
Group health, dental and vision plans plan
Paid Time Off
Paid Parental Leave
Short- and long-term disability insurance
Tuition reimbursement
Free hot lunches (buffet-style) at facilities with a cafeteria
Visit our website to see all of our benefits:
Year End Bonus
As a year-end bonus to associates, Publix issues one month’s extra pay (pro‑rated in the first year) each year if associate remains employed through issue date of the bonus check that year. This is calculated as a 13th month of pay in the Potential Annual Pay with Bonus line above.
Additional Information
Your application may have additional steps that you will need to complete in order to remain eligible for consideration. Please be sure to monitor your email, including your spam folder, on a daily basis for critical, time‑sensitive emails that could require action within 24-48 hours. Please do not use your Publix email address when applying. Once your application has been successfully submitted you will receive a confirmation email. For this position, Publix does not and will not file a petition or application with the USCIS or Department of State on behalf of any noncitizen for any immigration‑related benefit to work and/or to continue to work in the United States, e.g., an H‑1B or TN petition or permanent residence.
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Worksite address
lakeland, FL, 33809, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.