Manager, Customer Analytics

Job ID: JR0132202

About the role

As a Manager, Customer Analytics at Western Union, you will serve as a strategic analytics partner to the Digital Go-to-Market (GTM) organization, helping drive customer growth, retention, revenue optimization, and overall business performance through data-driven insights. You will leverage customer, transaction, corridor, and regional performance data to identify growth opportunities, evaluate business initiatives, and support strategic decision-making. You will lead customer cohort analysis, forecasting, financial modeling, executive reporting, and performance diagnostics while partnering closely with Finance, FP&A, Marketing, Product, Pricing, Analytics, and GTM leaders. Your ability to transform complex data into actionable business recommendations will directly influence customer strategy, investment decisions, and business outcomes across key digital markets.

Responsibilities

• Analyze customer acquisition, activation, engagement, retention, transaction behavior, and revenue trends to identify growth opportunities and business risks.
• Conduct deep customer, corridor, and regional performance analyses to uncover key drivers of business performance.
• Develop and maintain customer cohort models, retention frameworks, and customer lifetime value (CLV) analyses.
• Build forecasting models and support budgeting, planning, and long-range forecasting activities in partnership with FP&A.
• Create financial models that evaluate growth initiatives, business investments, and strategic opportunities.
• Perform scenario planning and sensitivity analyses to support strategic decision-making.
• Design, develop, and maintain executive dashboards and KPI reporting frameworks using business intelligence and visualization tools.
• Create scalable and automated reporting solutions that improve visibility into business performance and reduce manual reporting efforts.
• Ensure reporting consistency, data accuracy, and alignment with agreed-upon business definitions and metrics.
• Partner with Product, Marketing, Finance, Pricing, and GTM teams to evaluate initiatives and measure business impact.
• Conduct root-cause analyses to explain business performance changes and recommend corrective actions.
• Translate complex analytical findings into clear business insights, recommendations, and executive presentations.
• Support executive requests, business reviews