Digital Platform Analytics & Reporting Manager

USG Corporation•Chicago, IL

11d

About The Position

The Digital Platform Analytics & Reporting Manager is responsible for surfacing actionable, cross-channel customer journey insights across USG by building and evolving journey-centric dashboards and analytics reporting. This role unifies and validates data from multiple systems, standardizes KPIs to drive informed decision-making, and educates stakeholders in customer service, marketing, and program management with clear, data-driven insights. With a core focus on customer journey analysis, funnel and event mapping, and ongoing stakeholder engagement, this role is central to reduce churn, drive growth, measure the impact of digital programs, and delivering best-in-class customer experience. The Manager will also support strategic business decisions by leading cross-functional analytics initiatives and ensuring the impact of digital success programs is measured and demonstrated.

Requirements

6+ years of experience, ideally within analytics, customer experience, or digital platform reporting.
Bachelor’s or advanced degree in data science, MIS, business analytics, or a related field.
Familiarity with customer journey mapping, service metric analysis, and digital success toolsets such as Salesforce, etc.
Demonstrated ability to interpret complex data and produce actionable business recommendations.
Hands-on expertise with journey analytics and visualization tools (CJA/O platforms, Adobe Analytics, Tableau, Power BI, etc.).
Practical experience unifying data, integrating source systems, and data quality management.
Experience managing large datasets, programmatic analysis and strategic, cross-team analytics projects.
Strategic business problem solving and documented ability to translate into meaningful KPIs.
Skilled in designing, implementing, and maintaining scalable data models and reporting solutions.
Project and program management skills, including the ability to lead projects.
High attention to detail ensuring data accuracy and integrity.
Strong analytical skills, including identity matching (deterministic/probabilistic) and data modeling.
Business acumen in interpreting service metrics, VoC feedback, and presenting trends/actionable insights.
Clear communicator, capable of engaging and enabling diverse stakeholders.

Responsibilities

Building and maintaining journey-centric dashboards and analytics reporting.
Unifying data from multiple systems and standardizing KPIs across North America.
Designing advanced visualizations and conducting customer journey analysis to surface actionable insights.
Ensuring data quality and presenting clear findings to support data-driven decision-making.
Driving stakeholder adoption of analytics tools and reporting.
Educating teams to utilize insights for continuous improvement.
Championing best practices in data management and reporting.
Integrating insights and measuring the impact of digital success programs.
Creating KPIs and metrics by collaborating with stakeholders, ensuring alignment with business goals, and establishing clear, consistent measurement frameworks.
Developing KPI and building and maintaining dashboards and journey visualizations (Sankey, funnels, journey maps) by combining event, VoC, and CRM/transactional data.
Running analysis to identify abandonment points, high-effort journeys, containment opportunities and orchestration signals for CCaaS/CRM.
Integrating journey and contextual insights into agent user experiences and tools to drive real-time action (e.g., next-best-action cues).
Presenting insights to program owners, journey managers, and senior leadership; contributing to research and measurement initiatives.
Unifying and validating data from multiple source systems, escalating data quality or mapping issues identified.
Recommending and standardizing KPI sets and reporting cadences aligned to key customer journeys.
Driving stakeholder adoption of journey analytics and reporting culture.
Acting as a key resource for marketing team, translating analytics into prescriptive and actionable business recommendations.
Educating and enabling cross-functional stakeholders to interpret dashboards and leverage insights for continuous improvement.
Leading analytics projects designed to surface insights that drive customer adoption, reduce churn, and uncover growth opportunities.
Designing and maintaining scalable, automated reporting processes to measure the impact of digital success programs using tools such as Salesforce, Tableau, Power BI, or similar.
Advocating for a data-driven culture by collaborating with business and technology partners to integrate analytics into regular business processes.
Identifying efficiencies and implementing best-in-class practices related to KPI development, attribution modeling, and reporting cadence.
Documenting data processes and structures to promote consistency, cross-team collaboration, and transparency.
Relevant expertise in marketing and analytics transformation initiative on a large scale.