Senior Customer Analytics & Strategy Manager (Hybrid/Remote)

Domestic & General; Louisville (KY); Hybrid; USD 110,000 - 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 entire customer journey, partnering with Revenue, Customer Excellence, Operations, Technology and Data Science leaders.

As a senior individual contributor, you will establish a trusted view of customer performance, influence senior decisions and deliver measurable improvements in retention, satisfaction and operational

Qualifications

• 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

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.

Skills

Advanced SQL

Python or R

Power BI

Customer analytics

Stakeholder management

Tools

SQL

Python

R

Power BI

Job description

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 entire customer journey, partnering with Revenue, Customer Excellence, Operations, Technology and Data Science leaders.

As a senior individual contributor, you will establish a trusted view of customer performance, influence senior decisions and deliver measurable improvements in retention, satisfaction and operational