Overview In this role you will lead advanced analytics initiatives and build ML models to inform cross functional decision making. You'll partner with senior leaders across Customer Experience, Operations, IT, Marketing, Pricing, Finance, and Existing Customer to shape analytical roadmaps and drive revenue growth, retention, and pricing. You'll own scalable analytic frameworks and customer-value models, enabling fast, data driven prioritization and executive storytelling. This is a hands on, strategic leadership role with broad organizational impact.
Responsibilities- Lead DS/ML model development across enterprise groups (customer care, pricing, etc.)
- Develop high-value use cases to fuel enterprise growth using DS/ML
- Shape pricing decisions and long-term revenue plans with Pricing and Finance
- Oversee cross-functional implementation of price, offer, and customer communications
- Manage the analytical strategy for Customer Lifetime Value and related channels
- Govern segmentation, offer strategy, and performance measurement
- Direct a robust test-and-learn program with experiment design and evaluation
- Analyze subscriber trends and journey performance with CX leaders
- Drive segmentation and personalization frameworks across retention, pricing, and communications
- Transform raw data into trusted analytics assets and compelling visualizations
- Provide leadership and coaching to analysts; foster cross-functional partnerships
- Represent Cust Care Analytics in senior forums to influence revenue and experience decisions
- Drive continuous improvement of analytics processes and data infrastructure
- Balance multiple high-value projects with a positive, proactive mindset
- Perform additional strategic duties to support growth initiatives
Key requirements- Bachelor's degree in analytics, finance, statistics, economics or related field
- 5-7+ years in data analytics within finance and/or GTM customer management; retail security or subscription-based experience preferred
- Proven ability to oversee analytical standards across teams (SQL, Python, Tableau, Salesforce, database management, cloud environments)
- Experience influencing decisions in matrixed organizations and cross-functional collaboration
- Advanced strategic thinking to design and govern analytical roadmaps, pricing frameworks, and customer value models
- Experience leading analysts or cross-functional project teams; coaching and mentoring capability
- Hands-on experience deploying ML models at scale with governance, validation, and monitoring
- Exceptional written and verbal communication for executive-level storytelling and recommendations
- Commitment to continuous learning, technical depth, and leadership development
- leadership and coaching
- strategic thinking
- cross-functional collaboration
- SQL
- Python
- Tableau
