In this episode, Amir Bormand sits down with Clay Callaway, Director of Operations Data Insights & Analytics at Delta Dental of California, to unpack a multi-year data transformation journey inside a large healthcare insurer.
What began as a leadership question that exposed massive data silos evolved into a full-scale enterprise initiative—complete with data governance, modern architecture, and a shift in mindset from reporting to real-time insights. Clay shares why “if you build it, they will come” didn’t work the first (or second) time, how aligning with business drivers changed everything, and what it takes to move from raw data to meaningful impact.
🔑 Key Takeaways:
Silos Sparked the Transformation
A simple question from leadership exposed inconsistencies in data due to departmental silos. This catalyzed a multi-year transformation toward enterprise-wide data governance.
“If You Build It, They Might Not Come”
Previous attempts at data warehousing failed because they weren’t tied to business drivers. This time, they focused on value creation, not just infrastructure.
Business First, Then Architecture
Clay and team prioritized business outcomes—like reducing costs, enabling faster decisions, and improving provider networks—before choosing tech solutions.
From Call Center Metrics to Customer Experience
Instead of optimizing for “average handle time,” the team shifted to measuring and improving customer experience across multiple stakeholders.
The Shift to Insight Generation
Now that the enterprise data platform is built, Clay's role has evolved from building the system to extracting value and insights—using predictive analytics to preempt customer issues.
⏱️ Timestamped Highlights:
[00:02:00] – Why inconsistent data triggered a full-scale transformation
[00:04:00] – How data governance got off the ground before technology
[00:07:00] – Lessons from past failures: Building without business buy-in
[00:09:00] – Focusing on enterprise-wide drivers like revenue and cost
[00:13:00] – Avoiding tech FOMO: Why they skipped Hadoop and how that helped
[00:16:00] – Balancing innovation and ongoing operations
[00:19:00] – Using data science to identify what triggers a customer call
[00:21:00] – Reframing KPIs: From cost savings to stakeholder experience
[00:23:00] – Rethinking their mission: From dental coverage to access to care
💬 Standout Quote:
“We thought if we build this awesome data warehouse, everybody's going to come use it. Well, that didn’t happen… You have to work towards business outcomes and specifically, business value.” – Clay Callaway
📚 Resources Mentioned:
Data Governance Tools: Used to align business stakeholders across silos before building data architecture.
Enterprise Architecture: Empowered to lead tech direction while business leaders focused on outcomes.
💼 Career Tip:
Clay’s move from tech to business operations underscores a powerful career path: Build the system, then lead the value extraction. Technical leaders can position themselves to drive change by aligning architecture with enterprise goals.