Senior Analyst Customer Base Analytics

Optimum•New York, NY

3d•$92,534 - $152,021

About The Position

We are Optimum, a leader in the fast-paced world of connectivity, and we're on the hunt for enthusiastic professionals to join our team! We understand that connectivity isn't just a luxury anymore – it's a necessity that empowers lives, fuels businesses, and drives innovation. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. We owe our success to our amazing product, commitment to our people and the connections we make in every community. If you are resourceful, collaborative, team-oriented and passionate about delivering consistent excellence, Optimum is the Company for you! We are Optimum!Job SummaryThe Analyst, Customer Base Management is responsible for analyzing customer behavior, lifecycle performance, and engagement trends to support strategies that improve retention, reduce churn, and increase customer lifetime value (LTV). This role leverages data to identify customer needs and growth opportunities, strengthens onboarding and engagement experiences, and informs program enhancements across the customer lifecycle. The ideal candidate is highly analytical, detail oriented, and skilled at translating complex customer data into actionable insights that drive meaningful improvements in customer experience and financial performance.

Requirements

Bachelor’s degree in Business, Marketing, Data Analytics, Economics, Communications, or related field
2–4 years of experience in customer analytics, retention strategy, marketing analytics, CRM operations, or lifecycle management
Strong proficiency in Excel and data visualization tools such as Tableau or Power BI
Experience with SQL or other querying languages (preferred)
Solid understanding of customer lifecycle metrics and predictive behavioral analysis
Excellent problem-solving skills and attention to detail. Ability to communicate complex data insights clearly and succinctly to nontechnical audiences

Nice To Haves

Experience in telecom, subscription services, or other industries with recurring revenue models
Familiarity with CRM platforms (e.g., Salesforce, Adobe Campaign).
Background in churn modeling, segmentation, or customer journey analytics

Responsibilities

Customer Data & Lifecycle Analytics
Collect, analyze, and interpret large datasets related to customer behavior, engagement patterns, churn, product adoption, & lifecycle performance
Build and maintain dashboards and recurring reports to monitor core base management KPIs (e.g. churn, save rate, ARPU, tenure, onboarding completion, product penetration)
Identify trends, risk indicators, & opportunities to enhance customer retention and engagement
Program Performance & Insights
Evaluate the effectiveness of customer programs such as onboarding, loyalty initiatives, save/retention offers, referral programs, & mover experience workflows
Conduct A/B testing & performance deep dives to determine what drives higher engagement & reduced churn
Provide data driven recommendations to optimize lifecycle communications, promotional strategies, & customer journeys
Cross Functional Collaboration
Partner with Marketing, Product, Customer Care, & Sales to ensure customer lifecycle initiatives align with customer needs, product capabilities, & business objectives
Support the execution of go-to-market strategies for customer engagement initiatives (e.g. product migrations, adoption campaigns)
Work with Finance to assess the financial impact of retention programs & forecast LTV improvements
Competitive & Market Analysis
Conduct competitive analysis related to customer experience, lifecycle programs, loyalty strategies, & churn mitigation tactics
Benchmark internal performance against industry norms & identify gaps or opportunities for innovation
Strategic Recommendations & Communication
Provide clear, data-backed recommendations to enhance the customer experience & improve retention metrics
Present insights, dashboards, and performance updates to leadership and cross functional stakeholders
Continuously refine analytical methods, reporting, and segmentation to improve accuracy and operational efficiency