Manager, Customer Analytics

Essential Job Functions

% of Time

Essential Job Functions

30%

Conduct deep analysis of customer, transaction, corridor, and regional performance to identify growth opportunities, risks, and key business drivers.

25%

Develop customer cohort models, retention frameworks, customer lifetime value analysis, and forecasting models to support FP&A and business planning activities.

20%

Design, build, and maintain executive dashboards and performance reporting solutions that provide visibility into KPIs, growth trends, and business outcomes.

15%

Partner with Marketing, Product, Finance, Pricing, and GTM teams to evaluate business initiatives, measure performance, and provide strategic recommendations.

10%

Support ad hoc analyses, executive requests, business reviews, and strategic projects requiring advanced analytical support and data-driven insights.

Total: 100%

Job Responsibilities

Business Performance Analytics

• •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.

Customer Cohort & Financial Modeling

• •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.

Dashboard Development & Reporting

• •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.

Strategic Insights & Decision Support

• •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.

Stakeholder Partnership

• •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.

WU Competencies

Customer Focus

Applies customer analytics and behavioral insights to improve acquisition, retention, engagement, and customer lifetime value.

Business Expertise

Develops a strong understanding of digital remittances, customer economics, corridor dynamics, and business growth drivers.

Problem Solving

Uses advanced analytics and critical thinking to solve ambiguous business challenges and identify growth opportunities.

Collaboration & Influence

Builds strong partnerships across multiple functions and effectively influences business decisions through analytical insights.

Results Orientation

Delivers high-quality analysis and recommendations that contribute directly to business performance and strategic objectives.

Core Factors

Core Factor

Scope

Description

Functional Knowledge

Advanced

Strong expertise in customer analytics, business intelligence, forecasting, financial modeling, and performance measurement.

Area of Impact

Business Unit / Region

Influences customer growth, revenue performance, investment decisions, and strategic planning activities.

Nature of Impact

Analytical & Strategic

Supports key business decisions through data-driven insights and recommendations.

Problem Solving

Advanced

Applies analytical frameworks and business judgment to solve complex and ambiguous business problems.

Experience, Qualifications and Skill Matrix

Skill Area

Requirements

Experience

5+ years of experience in analytics, business intelligence, strategy, finance, consulting, growth analytics, or related fields.

Education

Bachelor's degree in Analytics, Economics, Statistics, Mathematics, Finance, Engineering, Data Science, Business, or related discipline.

Preferred Education

Master's degree in Analytics, Data Science, Economics, Finance, Statistics, Business Administration, or related field.

Industry Experience

Experience in fintech, payments, technology, financial services, e-commerce, digital platforms, or consulting environments preferred.

Technical Skills

Advanced

• •Customer Analytics
• •Cohort Modeling
• •Retention Analysis
• •Customer Lifetime Value (CLV) Modeling
• •Business Performance Analysis
• •Financial Forecasting
• •FP&A Support
• •SQL
• •Tableau / Power BI
• •Executive Reporting
• •Data Visualization
• •KPI Development
• •Statistical Analysis
• •Excel Financial Modeling

Intermediate

• •Python or R
• •Experimentation & Testing Analysis
• •Predictive Analytics
• •Data Engineering Concepts
• •Machine Learning Applications

Soft Skills

• •Strategic Thinking
• •Executive Communication
• •Storytelling with Data
• •Business Acumen
• •Stakeholder Management
• •Influencing Skills
• •Problem Solving
• •Project Management
• •Collaboration
• •Attention to Detail

Preferred Qualifications

• •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.

Success Measures

The Manager, Customer Analytics will be evaluated on:

• •Quality and business impact of analytical recommendations
• •Accuracy and usefulness of forecasting and cohort models
• •Dashboard adoption and stakeholder satisfaction
• •Timeliness and quality of executive reporting
• •Ability to identify actionable growth opportunities
• •Improvement in business decision-making through analytics
• •Cross-functional partnership effectiveness
• •Contribution to revenue growth, retention improvement, and operational efficiency

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.

Essential Job F