Lead Customer Operations Analyst

Aflac

Lead Customer Operations Analyst at Aflac responsible for KPI frameworks and workforce planning strategies. Collaborate with senior leadership to optimize operational performance and analytics.

Posted 7/30/2026full-timeColumbus • 🇺🇸 United StatesSenior💰 $80,000 - $110,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in KPI Design, Workforce Planning, and Advanced Analytics to drive operational efficiency and strategic decision-making. Proven ability to mentor analytical talent and establish data governance standards for scalable reporting solutions.

Highest-signal resume keywords

KPI DesignWorkforce PlanningAdvanced AnalyticsBusiness Intelligence ToolsData Governance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalyticsCapacity ModelingLong-Term ForecastingSQLMetric GovernancePerformance ManagementScenario ModelingData QueryingAnalytical RigorReporting Standards

Soft Skills

Executive-Level CommunicationData StorytellingMentoringStakeholder EngagementInfluencing

Tools & Technologies

Power BITableau

Industry Keywords

Customer OperationsOperational PlansPerformance TargetsData Analytics InvestmentsCross-Functional Initiatives

Tech Stack

Tools & technologies

SQLTableau

About the role

Key responsibilities & impact

Lead development and governance of KPI frameworks, dashboards, and reporting standards across Customer Operations
Drive workforce planning strategy, including long-range forecasting, scenario modeling, and capacity optimization
Partner with senior leadership to translate business strategy into measurable operational plans and performance targets
Oversee complex analyses of staffing, productivity, cost, and service performance to identify systemic risks and opportunities
Establish data governance standards and ensure consistency, integrity, and scalability of reporting and analytics solutions
Lead cross-functional initiatives with Operations, Finance, and Data teams to improve efficiency and customer outcomes
Provide thought leadership on automation, advanced analytics, and reporting innovation
Mentor and guide analysts; establish best practices for analytical rigor, storytelling, and stakeholder engagement
Influence prioritization of data and analytics investments in partnership with the CDO organization
Present insights and recommendations to executive audiences to inform strategic decisions
Perform other related duties as required

Requirements

What you’ll need

Bachelor’s degree in business, Analytics or related field
6+ years of experience in workforce planning, data analytics, business intelligence, or related field
Advanced analytical skills with ability to synthesize complex, multi-source data into strategic insights
Expertise in KPI design, metric governance, and performance management frameworks
Deep experience with workforce planning, capacity modeling, and long-term forecasting
Advanced proficiency in BI tools (Power BI, Tableau, etc.) and strong SQL/data querying capability
Strong business acumen with ability to align analytics to operational and financial outcomes
Executive-level communication and data storytelling skills
Experience leading projects or initiatives with measurable business impact
Strong focus on data governance, quality, and scalability of solutions
Ability to coach, mentor, and elevate analytical talent

Benefits

Comp & perks

Medical, dental, and vision coverage
Prescription drug coverage
Health care flexible spending
Dependent care flexible spending
Aflac supplemental policies (Accident, Cancer, Critical Illness and Hospital Indemnity at no cost to employee)
401(k) plans
Annual bonuses
Opportunity to purchase company stock
11 paid holidays
Up to 20 days PTO to be used for any reason
State-mandated sick leave (Washington employees accrue 1-hour sick leave for every 40 hours worked)
Other leaves of absence as needed to support physical, financial, and emotional well-being