Analytics Manager - Strategic Analytics

USR D&G USA Resources LLC; Norwalk (CT); Hybrid; USD 90,000 - 140,000; Full time

Job summary

Domestic & General is seeking an Analytics Manager for the US Growth & Strategic Analytics team. You will shape how customer performance is measured and improved across the full journey, collaborating with Revenue, Operations, Technology and Data Science leaders.

This senior IC role builds a trusted view of customer performance, delivering measurable gains in retention, satisfaction and operational effectiveness while creating a single source of truth for customer metrics.

Qualifications

• Experience in customer analytics, commercial analytics, BI or decision science.
• Advanced SQL and Python or R capability.
• Strong Power BI or data visualization expertise.
• Experience building KPI frameworks, performance models or executive reporting.
• Excellent stakeholder management and influencing skills.
• Ability to translate complex data into clear business actions.
• Strong commercial awareness and problem-solving capability.
• Experience within customer operations, contact centres or customer experience environments.

Responsibilities

• Build the performance framework that defines and measures customer success across the US business.
• Create a single source of truth for customer metrics, reporting and business performance insight.
• Identify the key drivers of customer outcomes and convert analysis into clear commercial recommendations.
• Influence strategic priorities through evidence-based insight and robust decision support.
• Partner with operational, technology and customer experience leaders to improve customer journeys.
• Lead high-value analytical initiatives that deliver measurable customer and business impact.
• Develop meaningful KPI dashboards and performance views that drive accountability.
• Support AI and automation initiatives by identifying opportunities to improve customer and operational outcomes.
• Challenge assumptions, uncover root causes and help leaders focus on what matters most.
• Embed a culture of data-driven decision making across customer operations.

Skills

SQL

Python

R

Business Intelligence

KPI frameworks

Executive reporting

Stakeholder management

Data storytelling

Customer analytics

Commercial analytics

Problem solving

Tools

Power BI

Job description

Analytics Manager - Customer Strategic Analytics

Location: US Based flexible on location – Hybrid/Remote Options Available
Contract Type: Permanent

We’re hiring an Analytics Manager for our US Growth & Strategic Analytics team! In the role you'll shape how customer performance is measured, understood and improved throughout the entire customer journey. Working closely with Revenue, Customer Excellence, Operations, Technology and Data Science leaders, you'll turn customer data into strategic action that improves both customer and commercial outcomes. This is a senior individual contributor role with significant influence across the business. You'll create the performance framework that helps leaders prioritise investment, remove friction and focus on the initiatives that deliver the greatest value. Success means establishing a trusted view of customer performance, influencing decision-making at a senior level and delivering measurable improvements in retention, satisfaction and operational effectiveness.

Key Responsibilities

• Build the performance framework that defines and measures customer success across the US business.
• Create a single source of truth for customer metrics, reporting and business performance insight.
• Identify the key drivers of customer outcomes and convert analysis into clear commercial recommendations.
• Influence strategic priorities through evidence-based insight and robust decision support.
• Partner with operational, technology and customer experience leaders to improve customer journeys.
• Lead high-value analytical initiatives that deliver measurable customer and business impact.
• Develop meaningful KPI dashboards and performance views that drive accountability.
• Support AI and automation initiatives by identifying opportunities to improve customer and operational outcomes.
• Challenge assumptions, uncover root causes and help leaders focus on what matters most.
• Embed a culture of data-driven decision making across customer operations.

What You’ll Bring

• Experience in customer analytics, commercial analytics, BI or decision science.
• Advanced SQL and Python or R capability.
• Strong Power BI or data visualisation expertise.
• Experience building KPI frameworks, performance models or executive reporting.
• Excellent stakeholder management and influencing skills.
• Ability to translate complex data into clear business actions.
• Strong commercial awareness and problem-solving capability.
• Experience within customer operations, contact centres or customer experience environments

At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey. For over 100 years, Domestic & General has been a trusted provider of aftercare for domestic appliances for over 16 million customers. You’ll have tailored support and training throughout your time at Domestic & General, allowing clear career progression in the direction you choose. We’re transforming a 100-year-old business into a tech-driven platform with a global reach. But to do that, we’ll need a range of skills from all walks of life. Think you can help?