Manager, Customer Analytics

Western Union•New York, NY

1d•$120,000 - $170,000•Hybrid

About The Position

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.

Requirements

5+ years of experience in analytics, business intelligence, strategy, finance, consulting, growth analytics, or related fields.
Bachelor's degree in Analytics, Economics, Statistics, Mathematics, Finance, Engineering, Data Science, Business, or related discipline.
Advanced Customer Analytics
Advanced Cohort Modeling
Advanced Retention Analysis
Advanced Customer Lifetime Value (CLV) Modeling
Advanced Business Performance Analysis
Advanced Financial Forecasting
Advanced FP&A Support
Advanced SQL
Advanced Tableau / Power BI
Advanced Executive Reporting
Advanced Data Visualization
Advanced KPI Development
Advanced Statistical Analysis
Advanced Excel Financial Modeling
Intermediate Python or R
Intermediate Experimentation & Testing Analysis
Intermediate Predictive Analytics
Intermediate Data Engineering Concepts
Intermediate Machine Learning Applications
Strategic Thinking
Executive Communication
Storytelling with Data
Business Acumen
Stakeholder Management
Influencing Skills
Problem Solving
Project Management
Collaboration
Attention to Detail

Nice To Haves

Master's degree in Analytics, Data Science, Economics, Finance, Statistics, Business Administration, or related field.
Experience in fintech, payments, technology, financial services, e-commerce, digital platforms, or consulting environments preferred.
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.

Responsibilities

Conduct deep analysis of customer, transaction, corridor, and regional performance to identify growth opportunities, risks, and key business drivers.
Develop customer cohort models, retention frameworks, customer lifetime value analysis, and forecasting models to support FP&A and business planning activities.
Design, build, and maintain executive dashboards and performance reporting solutions that provide visibility into KPIs, growth trends, and business outcomes.
Partner with Marketing, Product, Finance, Pricing, and GTM teams to evaluate business initiatives, measure performance, and provide strategic recommendations.
Support ad hoc analyses, executive requests, business reviews, and strategic projects requiring advanced analytical support and data-driven insights.
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.
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.
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.
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.
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.