Manager, Customer Analytics

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.

In this role, 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.

In this role, you will:

• 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, and strategic projects requiring advanced analytical expertise.
• Serve as a trusted analytics advisor and influence key decisions through objective, data-backed recommendations.
• Drive adoption of data-driven decision-making practices across the organization.

Basic Qualifications

• 5+ years of experience in Customer Analytics, Business Intelligence, Strategy, Finance, FP&A, Consulting, Growth Analytics, or related analytical disciplines.
• Bachelor’s degree in Analytics, Statistics, Mathematics, Economics, Finance, Engineering, Data Science, Business, or a related field.
• Experience performing customer analytics, business performance analysis, forecasting, and financial modeling.
• Experience building and maintaining executive dashboards and KPI reporting solutions using Tableau, Power BI, or similar tools.
• Advanced SQL skills and experience working with large-scale customer and transaction datasets.
• Experience developing cohort models, retention analyses, customer lifetime value (CLV) models, and performance measurement frameworks.
• Strong experience communicating analytical insights and recommendations to senior business stakeholders.
• Demonstrated ability to translate complex business questions into analytical frameworks and actionable recommendations.

Preferred Qualifications

• Master’s degree in Analytics, Data Science, Economics, Finance, Statistics, Business Administration, or a related discipline.
• Experience supporting FP&A, annual planning, budgeting, forecasting, and strategic planning processes.
• Experience within FinTech, Payments, Digital Platforms, Financial Services, E-commerce, Technology, or Consulting environments.
• Hands-on experience with Python or R for advanced analytics and statistical modeling.
• Experience with experimentation frameworks, A/B testing, and predictive analytics.
• Knowledge of machine learning applications and data engineering concepts.
• Strong understanding of customer lifecycle metrics, customer economics, retention strategies, and growth analytics.
• Experience working with digital payments, remittances, marketplaces, subscription businesses, or consumer technology companies.
• Exceptional data storytelling, executive communication, and stakeholder management skills.
• Ability to communicate technical findings effectively to non-technical audiences and executive leadership.

Work Shift

HYBRID - Western Union values in-person collaboration, problem solving, and ideation whenever possible. We believe this fosters common ways of working and supports how we execute initiatives for our customers. The expectation is to work from the office a minimum of three days a week.

Benefits

You will also have access to short-term incentives, multiple health insurance options, accident and life

insurance, and access to best-in-class development platforms, to name a few. Please see the benefits below specific to your country. If applicable, additional role-specific benefits will be mentioned during your interview process or in an offer of employment.

Your United States specific benefits include:

• Paid Time off

• Medical, Dental and Life Insurance

• Parental Leave

• Global Adoption Assistance

• 4% Western Union Contribution to 401K

For residents of Colorado, California, Connecticut, Delaware, Minnesota, and Pennsylvania: Please do not respond to any questions on this initial application that may seek age-identifying information such as age, date of birth, or dates of school attendance or graduation. You may also redact this information from any materials you submit during the application process. You will not be penalized for redacting or removing this information.

Salary

The annual base salary range is $130,000 to $155,000 USD per year. Total on-target compensation includes a base salary and short-term and long-term incentives that align with individual and company performance. Actual salaries will vary based on candidates’ qualifications, skills, and competencies.

Other Details

We are passionate about honoring our employee's identity and fostering a feeling of belonging. Our commitment is to provide an inclusive culture that celebrates the unique backgrounds and perspectives of our global teams while reflecting on the communities we serve. We do not discriminate based on race, color, national origin, religion, political affiliation, sex (including pregnancy), sexual orientation, gender identity, age, disability, marital status, or veteran status. The company will provide accommodation to applicants, including those with disabilities, during the recruitment process, following applicable laws.

Estimated Job Posting End Date:

This application window is a good-faith estimate of the time that this posting will remain open. This posting will be promptly updated if the deadline is extended or the role is filled.