Analytics Leader - Customer Experience Advocate - Data & BI Expert

JEFFREY S. SHEHADI

315-***-**** ********@*****.*** https://www.linkedin.com/in/jeffshehadi/ http://www.shehadij.wixsite.com/my-site

SUMMARY

Accomplished Analytics and Business Intelligence Leader with an MBA in Finance, and dual degrees in Economics and Economic Theory. I am currently pursuing my (CMA) Certified Management Accountant Certificate from The Institute of Management Accountants (IMA). I have a curated record of building and managing high-performing technical teams. Expert in architecting scalable BI infrastructure and delivering data-driven strategies that enhance enterprise-wide performance. I am a published economist and Lean Six Sigma Green Belt with diverse industry experience.

I consider myself an out-of-the-box thinker, creative leader, a team player poised and confident with an incredible work ethic.

EXPERIENCE

National Grid, Digital Solutions and Data Management Development

Jan 2025 – Present

Strategy, Governance & Leadership:

●Define and execute the technology roadmap for digital solutions, managing complex project timelines and navigating cross-platform dependencies.

●Partner with Analytics Engineering to ensure reporting pipelines and models meet regulatory standards.

●Work closely with Product, Operations, Risk, and Portfolio Management to understand system changes and assess reporting impact.

●Serve as a key member of the data steering committee, driving enterprise-wide adoption of governance standards by securing buy-in from departmental leaders.

●Architect and implement data management strategies that streamline operational

workflows and accelerate project delivery timelines.

●Forge cross-departmental partnerships to align digital initiatives with core business

objectives, maximizing project impact and effectiveness.

●Establish and maintain comprehensive documentation standards for data projects, ensuring regulatory compliance and facilitating seamless knowledge transfer to reinforce governance.

Technical Implementation & BI Development:

●Lead the Power BI development team, delivering interactive dashboards and enterprise-wide reporting solutions for all organizational levels, from operational teams to executive leadership.

●Creating and deploying forecasts, benchmarks, scorecards, dashboards, and visualizations that drive business results and operational efficiency.

●Administer the Snowflake data warehouse, designing scalable table structures and engineering data pipelines to integrate with multiple BI and analytics platforms.

●Develop digital solutions that enhance data accuracy, significantly reducing errors and enabling more dependable, data-driven decision-making.

AI & Team Enablement:

●Contribute to training Cortex AI technology to create a low-code/no-code environment, successfully democratizing data analytics for non-technical users.

●Champion a culture of continuous learning by leading weekly BI tutorials and Q&A

sessions, measurably strengthening the data literacy and skill set of the team.

●Strengthening internal controls, documentation, and governance across all regulatory and financial reporting workflows

●AI Champion group, beta testing and roadmaps for FY27-28 scope.

Delaware North, Lead Business Intelligence Analyst

Jan 2023 - Dec 2024

Leadership, Strategy & Governance:

●Led a cross-functional team of analysts, data scientists, and IT professionals to execute the enterprise-wide business intelligence strategy.

●Established a Tableau Center of Excellence (CoE) and a steering committee to drive data governance, standardize best practices, and secure buy-in across all departments.

●Authored and executed the BI roadmap, successfully managing project timelines and navigating complex technological dependencies to deliver key analytics initiatives.

●Translated complex datasets and customer feedback into compelling narratives,

presenting actionable recommendations directly to C-suite executives to inform business strategy.

Tableau Architecture & Administration:

●Spearheaded the implementation and administration of the Tableau infrastructure, scaling access to 1000+ users with tiered roles (Creator, Viewer, Explorer).

●Engineered a secure data environment by implementing robust row-level security

protocols and configuring network user groups.

●Pioneered and delivered weekly Tableau training sessions and Q&A forums, significantly improving data literacy and self-service analytics capabilities across the organization.

●Strategic development reporting and modeling ETL and API connect.

Reporting & Analytics:

●Designed and deployed real-time reporting dashboards across all major business

verticals, including Gaming, Sports Services, Travel, Hospitality, and Retail for both domestic and international operations.

●Served as the lead Tableau developer for executive and management reporting, creating dashboards that provided critical insights for strategic decision-making.

Turning Stone Resort Casino, Sr. Guest Experience Analyst

Mar 2022 - Jan 2023

Analytics & Business Intelligence:

●Regulatory reporting obligation of state mandated submissions of daily, weekly, monthly, quarterly and annual reports.

●Administered the Power BI environment, developing and maintaining executive-level

dashboards to support strategic decision-making across Sales, Marketing, and IT.

●Analyzed guest experience data and synthesized findings into weekly and monthly reports for the C-suite, linking customer satisfaction metrics to revenue operations.

●Serve as the liaison for regulatory and financial reporting inquiries.

●Led the daily financial reporting process for the guest experience team, ensuring accuracy and timely delivery of key performance indicators.

Guest Experience & Survey Management:

●Directed the full lifecycle of the guest feedback program using the Medallia platform, from initial design to production and analysis.

●Implemented targeted guest feedback surveys across all resort operations—including Gaming, Dining, Entertainment, Stay, and Spa—to capture a holistic view of the customer journey.

●Spearheaded the creation and deployment of custom surveys for high-profile resort events to capture real-time feedback and measure success.

Stakeholder & Team Leadership:

●Managed key stakeholder relationships across all departments, ensuring alignment in guest experience initiatives and reporting requirements.

●Mentored a team of analysts on best practices for data collection and stakeholder communication, fostering a collaborative and data-driven culture.

Lockheed Martin Corporation, Multi-Functional Financial Analyst Sr

Jan 2020 - Mar 2022

Finance and Analytics:

●Led Tableau BI administration, developing and governing new initiative dashboarding group to report on large-scale military project inventory, labor, and finances.

●Managed the complete FP&A cycle for multiple programs, establishing cost identifying financial risks.

●Performed financial data mining for manufacturing production, tracking key metrics to drive operational efficiency.

●Championed the early adoption of Tableau, training colleagues to build the team's data visualization and analytics capabilities from the ground up.

●Drive automation and modernization of regulatory and financial reporting workflows.

●Influence upstream system design to ensure proper financial and regulatory data capture.

●Identify opportunities to streamline data flows, enhance accuracy, and automate manual processes.

Manufactures and Traders Trust Co. (M&T Bank) Assistant Vice President Customer Experience

May 2016 - Dec 2019

Business Intelligence & Reporting Administration:

●Provide executive-level reporting, insights, and risk assessments related to financial and regulatory obligations.

●Developed and managed over one hundred Tableau dashboards, delivering critical customer experience (CX) and business line reporting across all departments.

●Team engineered Natural Language Processing (NLP) to automatically classify and score customer complaints, creating a novel framework for service analysis.

●Support implementation of new reporting platforms, data governance frameworks, and certification processes.

●Mined customer journey data using text and voice analytics (ClickFox) to identify key friction points and inform strategic improvements to the customer experience.

●Executed targeted A/B market tests across geographic segments to define and validate key customer demographics for marketing initiatives.

Financial Analysis:

●Support the creation, certification, and validation of key metrics used for Revenue, Tax, and Compliance reporting.

●Oversee the delivery of accurate and complete financial data into the enterprise Oracle Financial System daily.

Blue Cross Blue Shield of Western New York, Sr. Data Analyst

Jan 2014 - May 2016

Architecture & Administration:

●Engineered complex data mappings using advanced SQL to manage and validate large clinical datasets, ensuring high data integrity.

●Built and maintained Tableau dashboards to visualize analytical findings, directly

identifying and presenting key business opportunities to leadership.

●Managed data-centric projects using Agile methodologies, translating business needs into technical requirements to guide development and ensure successful delivery.

●Conducted in-depth analyses of internal and external data to research business challenges and recommend data-driven solutions.

●Identify opportunities to streamline data flows, enhance accuracy, and automate manual processes.

Tableau Architecture & Business intelligence:

●Tableau kickoff correlated with on prem to cloud migration.

●Initiative to centralize key departmental data and create first time dashboard reporting to the “Big 6” departmental directors.

●Work closely with Engineering and Security to seamlessly access and understand system changes and assess reporting impact.

EDUCATION

Canisius College

Master of Business Administration Finance 2007 – 2008

Buffalo State University

Bachelor of Science Financial Economics 2003 – 2007

Buffalo State University

Bachelor of Arts Economic Theory 2003 – 2007

The Institute of Management Accountants (IMA)

Certified Management Accountant (CMA) 2025 - Present

LICENSES & CERTIFICATIONS

Tableau Certified Administration

Power BI Certified Administrator

Six Sigma Green Belt

Compliance Champion Certified

SKILLS

Business intelligence tools • Data analysis and reporting • Data integrity • Accounting • Financial analytics • Power BI and Tableau • SQL • ETL Environments • Operations • Python • Management • Survey and statistics analysis • Data mining and warehousing • Six Sigma methodologies • Business development • Engaging internal stakeholders • SQL mapping • Strategic Road Mapping • Emerging AI • Compliance Data Governance

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