Manager, Customer Behavior Analytics

Creditly-posted 3 months ago
Full-time • Senior
Remote • Plymouth Meeting, PA
11-50 employees
Professional, Scientific, and Technical Services
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Come join our innovative Analytics team to drive deeper understanding of customer behavior and improve retention across our financial wellness platform. As a leader of Customer Behavior Analytics, you will leverage data, strategy, and advanced analytics to uncover drivers of customer loyalty and lifetime value. Your insights will help shape lifecycle strategies, inform risk management, and guide cross-functional teams to build long-term relationships with our customers. The successful candidate will be passionate about applying analytical rigor, collaborating cross-functionally, and cultivating a culture of data-driven decision-making.

  • Lead deep dives into customer retention metrics, lifecycle patterns, and churn drivers to inform targeted strategies for growth and customer loyalty
  • Collaborate with Risk Analytics to evaluate how credit risk, repayment patterns, and customer profiles influence retention outcomes
  • Design and implement methods to measure customer engagement and retention program effectiveness, including predictive modeling and cohort analysis
  • Build clear, intuitive dashboards and deliver actionable insights that help business leaders quickly understand and act on key metrics
  • Establish an 'always-on' approach to tracking retention KPIs, including early warning signals of churn or declining engagement
  • Partner with Marketing, Risk, Product, and Operations to align retention strategies with overall business objectives
  • Serve as a thought partner to marketing and risk teams, and mentor junior analysts to cultivate a culture of data-driven decision making
  • 8+ years of experience in data analytics, customer lifecycle analytics or marketing analytics with a focus on retention or loyalty programs, ideally in a financial services
  • Master's degree (Analytics, Marketing, Mathematics, Economics, etc.)
  • Advanced SQL skills and demonstrated ability to work with both structured and unstructured databases
  • Proficiency in data visualization and BI tools (e.g., Tableau, Power BI, Qlik) and statistical languages such as Python or R
  • Proven understanding of customer behavior metrics (churn, LTV, cohort analysis) and how risk factors can impact retention
  • Excellent cross-functional partnership skills and the ability to communicate complex analyses to both technical and non-technical stakeholders
  • Entrepreneurial and self-directed, thriving in ambiguity and fast-paced environments. Comfortable testing, learning, and iterating quickly
  • 100% company-paid medical, dental, and vision coverage for you and your dependents on your first day of employment
  • Monthly fitness reimbursement up to $100 or a full membership to LifeTime Fitness
  • 401(k) with a 2.5% match and immediate vesting
  • Meal program for breakfast, lunch, and dinner
  • Life and accidental insurance
  • Flexible PTO
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