Manager, Customer Analytics
The Western Union Company
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Benefits offered by this job
Job summary
The Western Union Company is seeking an experienced Manager, Business Performance Analytics to drive data-driven decision making across customer analytics, cohort modeling, and executive reporting. You will partner with Marketing, Product, Finance, Pricing, and GTM to evaluate initiatives, measure performance, and provide strategic recommendations.
In this HYBRID role, you will build advanced models and dashboards, deliver insights for leadership reviews, and influence strategic planning.
Qualifications
- Experience: 5+ years in analytics, BI, strategy, finance, consulting, growth analytics, or related fields.
- Education: Bachelor’s degree in a relevant discipline.
- Preferred Education: Master’s degree in a related field.
- Industry Experience: Fintech, payments, tech, financial services, ecommerce, or consulting environments preferred.
Responsibilities
- Analyze customer acquisition, activation, engagement, retention, and revenue trends across digital corridors and regions.
- Identify key drivers of performance and quantify impact of growth initiatives.
- Monitor and communicate emerging business risks and opportunities.
- Deliver insights to support strategic decision making and performance improvement.
- Develop and maintain customer cohort models for acquisition quality, retention, and CLV.
- Partner with FP&A on forecasting, budgeting, and long-range planning.
- Build financial models to assess growth opportunities and investments.
- Support scenario planning and sensitivity analyses for strategic initiatives.
- Develop executive dashboards and KPI reporting frameworks.
- Create automated reporting to reduce manual efforts and improve visibility.
- Ensure data accuracy and alignment with business definitions.
- Deliver updates for leadership reviews.
- Partner with GTM leaders to evaluate initiatives and pricing strategies.
- Conduct root cause analyses to explain performance changes.
- Translate findings into clear business recommendations and executive presentations.
- Support strategic planning and growth initiatives through data-driven analysis.
- Serve as analytics partner to Product, Marketing, Finance, Pricing, and Operations teams.
- Gather requirements and translate into analytical approaches.
Skills
Education
Tools
Job description
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%
- 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.
- 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.
- 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.
- 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.
- 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.
Applies customer analytics and behavioral insights to improve acquisition, retention, engagement, and customer lifetime value.
Develops a strong understanding of digital remittances, customer economics, corridor dynamics, and business growth drivers.
Uses advanced analytics and critical thinking to solve ambiguous business challenges and identify growth opportunities.
Builds strong partnerships across multiple functions and effectively influences business decisions through analytical insights.
Delivers high-quality analysis and recommendations that contribute directly to business performance and strategic objectives.
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: 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.
- 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
- Python or R
- Experimentation & Testing Analysis
- Predictive Analytics
- Data Engineering Concepts
- Machine Learning Applications
- Strategic Thinking
- Executive Communication
- Storytelling with Data
- Business Acumen
- Stakeholder Management
- Influencing Skills
- Problem Solving
- Project Management
- Collaboration
- Attention to Detail
- 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.
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
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.
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.
- 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.
The annual base salary range is $120,000 to $170,000 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.
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.
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.
Estimated Job Posting End Date: 11-30-2026
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