[Hiring] Principal Architect, CX Analytics & Automation @Iron Mountain

Role Description

The Principal Architect - CX Analytics & Automation is a US-based technical and analytical individual contributor serving as the primary thought leader in Customer Excellence Analytics and Automation. This role is responsible for architecting complex Account-to-Cash (A2C) and Customer Care solutions to support enterprise operations and drive bad debt expense (BDE) improvements and broader operational cost savings through transformation and automation. Serving Collections Strategy and acting as an Analytics and Automation Advisor across Revenue, this role maps end-to-end process architectures to eliminate root friction across the full range of A2C and Customer Care scopes.

What You'll Do

• Thought Leadership & CX Strategy:
  • 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.
• Solution Architecture & Process Optimization:
  • 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.
• Analytics & Automation Advisory:
  • Provide strong 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.

Qualifications

• 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).

Salary Range

Reasonably expected salary range: $142,100.00 - $189,400.00. Please note that an employee's starting salary may vary based on a variety of factors. Where State, Municipal, Provincial, Territorial or other legal minimum wages exceed the federal minimum wage, employees are entitled to the higher rate.

Category

Project/Program Management Group