Director Customer Analytics
Director Customer Analytics
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Salary Not Disclosed
1 Vacancy
Job Description
Purpose of Role
Responsible for shaping our analytics to not only deliver highimpact business outcomes but also to enhance our overall analytics structure usage and actionability across the organization. Focuses on deepening our analytics in the Digital Marketing and Customer space (among others) and will closely work with the data science teams on key projects (incl. modeling data structure & aggregation). Leads our analytics team and drive quantifiable business outcomes through an overhaul of our analytics.
Expectations
- Provides thought leadership on analytics trends datadriven decisionmaking and best practices.
- Collaborates with executive leadership to identify key business drivers and opportunities for growth particularly in customer acquisition retention and engagement.
- Refines business performance metrics and KPIs to track progress against strategic objectives and operational improvements.
- Works with each stakeholder to develop a robust scorecard to monitor progress towards goals.
- Leads efforts in deaveraging our KPIS at a more granular level (e.g. decile) to draw learnings and best practices of our headwinds and tailwinds impacting KPIS.
- Actively drives conversion rate optimization and overall efforts to identify drop offs in the customer journey and work with stakeholders to improve cx and overall conversion.
- Leads initiatives that optimize customer experience operational performance and revenue growth.
- Accelerates our a/b testing volume and improves integration and overall use case of our A/B testing platform.
- Partners with marketing teams to develop and refine campaign measurement frameworks ensuring that marketing strategies are datadriven and resultsfocused.
- Utilizes advanced analytics techniques to assess campaign performance identify trends and deliver actionable insights to improve targeting messaging and ROI.
- Stands up journey reporting to better assess health and performance of CRM journey across different programs.
- Works with stakeholders to identify incremental ways to segment journey based on customer interactions and behaviors.
- Works with stakeholders across Tech Product and the business teams to establish customer feedback loops and integrate data from various touchpoints (e.g. digital interactions surveys CRM systems) to drive a holistic view of customer behavior and satisfaction.
- Assesses our diverse audience and uses analytics to tease out difference in behavior expectation and value across our customer segments.
- Works with key stakeholders on developing a state of the customer quarterly insights and reporting.
- Works on developing a cohortbased view of our business to better forecast our volume flow and next steps.
- Oversees the design development and implementation of scalable analytics frameworks and systems across the customer journey.
- Ensures data quality governance and integrity across multiple data sources spanning the customer journey
- Drives the integration of analytics into business processes to improve operational efficiency.
- Develops plan for overall customer data structure and identifies needs to make it more robust and actionable to constantly refine the endtoend customer journey.
- Enhances the existing analytics architecture to support scalability and realtime insights.
- Identifies opportunities to improve the accessibility and usability of data across the organization.
- Implements advanced analytics tools and methodologies including machine learning and predictive modeling when appropriate.
- Acts as the primary liaison for analytics initiatives with key stakeholders including executive leadership and external partners.
- Presents analytics insights and strategic recommendations to senior management and boardlevel audiences.
- Champions a datadriven culture across the organization by communicating the value of analytics.
- Perform other duties as assigned.
Reports To
- SVP User Experience Design
Direct Reports
- Analytics team 13
Qualifications
QUALIFICATIONS EDUCATION REQUIRED
- Bachelors Degree
QUALIFICATIONS EDUCATION PREFERRED
- Masters Degree
QUALIFICATIONS EDUCATION FIELD(S)/PROFESSION(S)
- Data Science Statistics Computer Science Business Analytics Marketing or a related field.
QUALIFICATIONS EXPERIENCE/SKILLS/COMPETENCIES
- Minimum 8 years of experience in analytics or business intelligence with at least 3 years in a leadership role.
- Track record of driving business outcomes through strategic analytics initiatives with demonstrable experience in customer and marketing analytics.
- Strong expertise in data warehousing data visualization statistical analysis and modern analytics tools.
- Experience with advanced analytics techniques such as machine learning predictive modeling and data mining.
- Exceptional leadership communication and interpersonal skills.
- Ability to thrive in a fastpaced environment and manage multiple projects simultaneously.
Additional Information
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified.
Finance of America is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color sex (including pregnancy) sexual orientation religion creed age national origin physical or mental disability gender identity and/or expression marital status veteran status or other characteristics protected by law.
Required Experience:
Director
Employment Type
Full-Time
