Specialist, Customer Analytics

Western Union; Pune District; On-site; INR 1,500,000 - 2,100,000; Full time

Benefits offered by this job

EPF

Gratuity

Annual Health Checkup

Hospitalization insurance

Group life insurance

Relocation benefit

Bus facility

Job summary

Western Union in Pune, India seeks a Specialist – Customer Analytics & AI to leverage customer data and advanced analytics to drive acquisition, engagement, retention, and product adoption. You will develop AI-enabled solutions, build context layers for AI applications, and partner with Marketing, Product, CX, and regional teams to deliver measurable business value.

The role emphasizes designing AI-driven analytics, retrieval systems, and knowledge frameworks, with a focus on actionable insights

Qualifications

• Bachelor’s degree in Engineering, Statistics, Mathematics, Computer Science, Business Analytics, Data Science, Economics, or related field, with 3–4 years in Analytics/BI/Data Science.
• 1–2+ years hands-on AI/ML or Generative AI solutions, including enterprise LLMs.
• Experience building AI context layers, retrieval systems, RAG, embeddings, vector databases, and AI evaluation.
• Strong SQL and Python for large-scale data analysis, wrangling, feature engineering, statistics, experimentation.
• Experience integrating data sources and creating dashboards using Power BI/Tableau.

Responsibilities

• Understand customer behavior, performance metrics, and lifecycle dynamics.
• Support acquisition, engagement, retention, cross-sell, and product adoption with data insights.
• Develop dashboards, scorecards, and KPI reporting to monitor business health.
• Translate analytical findings into actionable business recommendations.
• Query, manipulate, and analyze large datasets using SQL and Python.
• Build and validate datasets for reporting, modeling, and experimentation.
• Support predictive modeling, customer segmentation, propensity modeling, and forecasting.
• Ensure data quality, integrity across deliverables and AI outputs.
• Design, develop, and support AI-driven analytical solutions and context layers.
• Develop frameworks combining structured and unstructured data for AI apps.
• Design and implement Retrieval Augmented Generation and semantic search frameworks.
• Collaborate with stakeholders to identify AI use cases with measurable value.
• Evaluate new AI technologies and best practices for governance and testing.
• Lead A/B testing and measurement frameworks; assess campaign impact.
• Partner with Marketing, Product, CX, Digital, and regional teams.
• Communicate insights clearly to technical and non-technical audiences.

Skills

SQL

Python

Stakeholder management

Communication

Problem solving

Analytics automation

Data wrangling

LLMs in enterprise

Education

Engineering / Statistics / Mathematics / CS / Business Analytics / Data Science / Economics

Tools

Power BI

Tableau

Snowflake

Azure OpenAI

OpenAI

Pinecone

Weaviate

Chroma

FAISS

Job description

Role Responsibilities

As a

• Develop a deep understanding of customer behavior, business performance metrics, and customer lifecycle dynamics.
• Support customer acquisition, engagement, retention, cross-sell, and product adoption initiatives through data-driven insights.
• Conduct exploratory and diagnostic analysis to identify business opportunities and customer trends.
• Develop dashboards, scorecards, and reporting solutions to monitor key business KPIs.
• Translate analytical findings into actionable business recommendations.
• Query, manipulate, and analyze large structured and unstructured datasets using SQL and Python.
• Build and validate analytical datasets for reporting, modeling, and experimentation.
• Support predictive modeling, customer segmentation, propensity modeling, and forecasting initiatives.
• Ensure data quality, integrity, and consistency across analytical deliverables.
• Design, develop, and support AI-driven analytical solutions that improve business decision-making.
• Build and maintain context layers that enable AI models and assistants to generate accurate, business-relevant outputs.
• Develop frameworks that combine structured and unstructured enterprise data to support AI applications.
• Design and implement Retrieval Augmented Generation (RAG) solutions, semantic search frameworks, and knowledge retrieval mechanisms.
• Partner with business stakeholders to identify and prioritize AI use cases that drive measurable business value.
• Evaluate and recommend new AI technologies, tools, and frameworks for enterprise adoption.
• Establish and follow best practices for prompt engineering, context management, model evaluation, and AI governance.
• Design and support A/B testing and test-versus-control measurement frameworks.
• Measure campaign effectiveness and incremental business impact.
• Apply statistical methodologies to ensure analytical rigor and reliability of conclusions
• Partner with Marketing, Product, Customer Experience, Digital, and regional business teams.
• Communicate insights and recommendations effectively to technical and non-technical audiences.
• Present complex analytical findings in a clear, concise, and business-focused manner.

As a Specialist – Customer Analytics & AI within our Customer Analytics team based in Pune, you will leverage customer data, advanced analytics, and AI solutions to drive customer acquisition, engagement, retention, and product adoption initiatives. In addition to traditional analytics capabilities, the candidate will play a key role in developing AI-enabled solutions, including building context layers and knowledge frameworks that improve the effectiveness, relevance, and accuracy of enterprise AI applications. You will also –

JR0131253

Role Requirements

• Bachelor’s degree in Engineering, Statistics, Mathematics, Computer Science, Business Analytics, Data Science, Economics, or a related quantitative field, with 3–4 years of experience in Analytics, Business Intelligence, Data Science, Customer Analytics, Marketing Analytics, or related domains.
• 1–2+ years of hands‑on experience developing and implementing AI, Machine Learning, or Generative AI solutions, including working with LLMs in enterprise environments.
• Experience building and maintaining AI context layers, knowledge frameworks, retrieval systems, RAG architectures, embeddings, semantic search, vector databases, and AI evaluation frameworks to improve AI relevance and performance.
• Strong SQL and Python skills, with expertise in large-scale data analysis, data wrangling, feature engineering, statistical analysis, hypothesis testing, experimentation, and analytics automation.
• Experience integrating multiple data sources, developing scalable AI-driven business solutions, and creating dashboards using Power BI, Tableau, or similar visualization tools.
• Hands‑on experience with AI platforms and cloud technologies, including Snowflake Cortex AI, Azure OpenAI, OpenAI, Anthropic, vector databases (Pinecone, Weaviate, Chroma, FAISS), and cloud platforms such as Azure, AWS, or GCP.
• Strong problem‑solving, stakeholder management, and communication skills, with the ability to translate business problems into scalable analytical and AI solutions while thriving in a fast‑paced, innovation‑driven environment.

Work Shift

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 India Specific Benefits Include

• Employees Provident Fund [EPF]
• Gratuity Payment
• Public holidays
• Annual Leave, Sick leave, Compensatory leave, and Maternity / Paternity leave
• Annual Health Checkup
• Hospitalization Insurance Coverage (Mediclaim)
• Group Life Insurance, Group Personal Accident Insurance Coverage, Business Travel Insurance
• Cab Facility
• Relocation Benefit

Other Details

As part of the application process, all applicants are required to take assessments. Western Union has partnered with a 3rd party provider to administer these tests. Applicants will need to provide their name and email address in order to process the assessments. If you have any questions, you may reach out to [e-mail].

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 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

11-12-2026

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.