Manager, Business Analytics- Customer Journey

Sirius XM•New York, NY

43d

About The Position

As the Manager, Business Analytics- Customer Journey you will make an impact by connecting digital engagement and offer performance metrics to downstream operational and financial KPIs. You will drive unified customer journey reporting, enabling leadership to identify opportunities that enhance subscriber growth and retention while also improving the customer experience.

Requirements

5+ years in customer experience, digital marketing, or analytics with strong experience in subscription-based or funnel-oriented businesses
Experience designing and delivering insights for A/B testing, offer strategy, or campaign measurement
Familiarity with bot performance metrics, automation containment, and digital experience platforms (e.g., Sierra, Salesforce, Adobe)
Strong Tableau and SQL skills preferred; must be able to lead dashboard design and data validation efforts
Cross-functional collaboration experience with Product, CX, WFM, and Marketing stakeholders
Must have legal right to work in the U.S.

Responsibilities

Lead performance reporting on digital and pre-agent customer journeys including top-of-funnel engagement, offer strategy, and digital subscription behavior
Connect campaign, product, and digital experience programs to downstream business metrics like conversion, MER, trial-to-paid, and cancel rate
Design dashboards and insight tools for evaluating campaign effectiveness, CX outcomes, and offer performance across digital and agent-assisted channels
Own performance analytics for Sierra AI, chatbots, and other automated systems-tracking conversion, saves, escalations, and containment
Align metrics across automation vs. agent channels to ensure end-to-end visibility into outcomes and deflection rates
Partner with the WFM team for volume forecasting; collaborate with Product and Marketing teams to support bot optimization and NRT insights

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