Manager, Customer Analytics

Essential Job Functions 30% Conduct deep analysis of customer, transaction, corridor, and regional performance to identify growth opportunities, risks, and key business drivers. 25% Develop customer cohort models, retention frameworks, customer lifetime value analysis, and forecasting models to support FP&A and business planning activities. 20% Design, build, and maintain executive dashboards and performance reporting solutions that provide visibility into KPIs, growth trends, and business outcomes. 15% Partner with Marketing, Product, Finance, Pricing, and GTM teams to evaluate business initiatives, measure performance, and provide strategic recommendations. 10% Support ad hoc analyses, executive requests, business reviews, and strategic projects requiring advanced analytical support and data-driven insights. Total: 100% Job Responsibilities Business Performance Analytics Analyze customer acquisition, activation, engagement, retention, transaction behavior, and revenue trends across digital corridors and regions. Identify key drivers of business performance and quantify the impact of growth initiatives. Monitor and communicate emerging business risks, opportunities, and changes in customer behavior. Deliver insights and recommendations that support strategic decision making and performance improvement. Customer Cohort & Financial Modeling Develop and maintain customer cohort models to evaluate acquisition quality, retention trends, and long-term customer value. Partner with FP&A teams on forecasting, budgeting, and long-range planning activities. Build financial models that assess growth opportunities, investment decisions, and expected business outcomes. Support scenario planning and sensitivity analysis for strategic initiatives. Dashboard Development & Reporting Develop executive-level dashboards and KPI reporting frameworks using business intelligence and visualization tools. Create automated reporting solutions that improve visibility and reduce manual reporting efforts. Ensure reporting consistency, data accuracy, and alignment with business definitions. Deliver clear and concise performance updates for leadership reviews. Strategic Insights & Decision Support Partner with GTM leaders to evaluate business initiatives, customer programs, market opportunities, and pricing strategies. Conduct root cause analyses to explain business performance changes and recommend corrective actions. Translate complex analytical findings into clear business recommendations and executive presentations. Support strategic planning and growth initiatives through data-driven analysis. Stakeholder Partnership Serve as a trusted analytics partner to Product, Marketing, Finance, Pricing, and Operations teams. Gather business requirements and translate them into analytical approaches and reporting solutions. Present findings and recommendations to senior stakeholders and leadership teams. Influence decisions through objective, data-backed insights. WU Competencies Customer Focus Applies customer analytics and behavioral insights to improve acquisition, retention, engagement, and customer lifetime value. Business Expertise Develops a strong understanding of digital remittances, customer economics, corridor dynamics, and business growth drivers. Problem Solving Uses advanced analytics and critical thinking to solve ambiguous business challenges and identify growth opportunities. Collaboration & Influence Builds strong partnerships across multiple functions and effectively influences business decisions through analytical insights. Results Orientation Delivers high-quality analysis and recommendations that contribute directly to business performance and strategic objectives. Core Factors Functional Knowledge Advanced Strong expertise in customer analytics, business intelligence, forecasting, financial modeling, and performance measurement. Area of Impact Business Unit / Region Influences customer growth, revenue performance, investment decisions, and strategic planning activities. Nature of Impact Analytical & Strategic Supports key business decisions through data-driven insights and recommendations. Problem Solving Advanced Applies analytical frameworks and business judgment to solve complex and ambiguous business problems. Experience, Qualifications and Skill Matrix Experience 5+ years of experience in analytics, business intelligence, strategy, finance, consulting, growth analytics, or related fields. Education Bachelor's degree in Analytics, Economics, Statistics, Mathematics, Finance, Engineering, Data Science, Business, or related discipline. Preferred Education Master's degree in Analytics, Data Science, Economics, Finance, Statistics, Business Administration, or related field. Industry Experience Experience in fintech, payments, technology, financial services, e-commerce, digital platforms, or consulting environments preferred. Technical Skills Advanced Customer Analytics Cohort Modeling Retention Analysis Customer Lifetime Value (CLV) Modeling Business Performance Analysis Financial Forecasting FP&A Support SQL Tableau / Power BI Executive Reporting Data Visualization KPI Development Statistical Analysis Excel Financial Modeling Intermediate Python or R Experimentation & Testing Analysis Predictive Analytics Data Engineering Concepts Machine Learning Applications Soft Skills Strategic Thinking Executive Communication Storytelling with Data Business Acumen Stakeholder Management Influencing Skills Problem Solving Project Management Collaboration Attention to Detail Preferred Qualifications Experience supporting FP&A, forecasting, or strategic planning processes. Experience building executive dashboards for senior leadership. Strong understanding of customer lifecycle metrics, retention, and growth analytics. Experience working with large-scale transaction and customer datasets. Exposure to digital payments, remittances, subscription businesses, marketplaces, or consumer technology companies. Ability to communicate technical findings to non-technical audiences. Success Measures The Manager, Customer Analytics will be evaluated on: Quality and business impact of analytical recommendations Accuracy and usefulness of forecasting and cohort models Dashboard adoption and stakeholder satisfaction Timeliness and quality of executive reporting Ability to identify actionable growth opportunities Improvement in business decision-making through analytics Cross-functional partnership effectiveness Contribution to revenue growth, retention improvement, and operational efficiency Western Union is seeking a highly analytical and business-oriented Manager, Customer Analytics to serve as a key strategic partner to the Digital GTM organization. This role is responsible for delivering deep analytical insights that drive customer growth, retention, revenue optimization, and business performance across key digital corridors and regions. The position will lead customer cohort analysis, forecasting support, financial planning models, and performance diagnostics while transforming complex customer and transactional data into actionable business recommendations. The Manager will partner closely with Finance, FP&A, Marketing, Product, Analytics, and GTM leaders to identify growth opportunities, quantify business risks, and support investment decisions. This individual will also own the development of executive dashboards, recurring business reporting, and ad hoc analyses that inform strategic decisions across the organization. The ideal candidate combines strong analytical expertise, commercial acumen, and the ability to communicate insights effectively to senior business stakeholders. Work Shift HYBRID - Western Union values in-person collaboration, problem solving, and ideation whenever possible. We believe this fosters common ways of working and supports how we execute initiatives for our customers. The expectation is to work from the office a minimum of three days a week.

BENEFITS AND OTHER DETAILS

Benefits You will also have access to short-term incentives, multiple health insurance options, accident and life insurance, and access to best-in-class development platforms, to name a few. Please see the benefits below specific to your country. If applicable, additional role-specific benefits will be mentioned during your interview process or in an offer of employment. Your United States specific benefits include: Paid Time off Medical, Dental and Life Insurance Parental Leave Global Adoption Assistance 4% Western Union Contribution to 401K For residents of Colorado, California, Connecticut, Delaware, Minnesota, and Pennsylvania: Please do not respond to any questions on this initial application that may seek age-identifying information such as age, date of birth, or dates of school attendance or graduation. You may also redact this information from any materials you submit during the application process. You will not be penalized for redacting or removing this information. Salary The annual base salary range is $120,000 to $170,000 USD per year. Total on-target compensation includes a base salary and short-term and long-term incentives that align with individual and company performance. Actual salaries will vary based on candidates' qualifications, skills, and competencies. OtherDetails We are passionate about honoring our employee's identity and fostering a feeling of belonging. Our commitment is to provide an inclusive culture that celebrates the unique backgrounds and perspectives of our global teams while reflecting on the communities we serve. We do not discriminate based on race, color, national origin, religion, political affiliation, sex (including pregnancy), sexual orientation, gender identity, age, disability, marital status, or veteran status. The company will provide accommodation to applicants, including those with disabilities, during the recruitment process, following applicable laws. This application window is a good-faith estimate of the time that this posting will remain open. This posting will be promptly updated if the deadline is extended or the role is filled. Estimated Job Posting End Date: 11-30-2026 #J-18808-Ljbffr Western Union