[Remote] Director, Customer Analytics

Note: The job is a remote job and is open to candidates in USA. Finance of America helps homeowners aged 55 and older access their home equity through reverse mortgage solutions. The Director, Customer Analytics will lead the analytics team, strengthen the organization’s analytics structure and capabilities, and drive measurable business outcomes across digital, marketing, and customer initiatives. The role will oversee customer analytics, campaign measurement, data governance, predictive modeling, and strategic reporting for senior leadership.

Responsibilities

• Provides thought leadership on analytics trends, data-driven decision-making, and best practices
• Collaborates with executive leadership to identify key business drivers and opportunities for growth, particularly in customer acquisition, retention, and engagement
• Refines business performance metrics and KPIs to track progress against strategic objectives and operational improvements
• Works with each stakeholder to develop a robust scorecard to monitor progress towards goals
• Leads efforts in de-averaging our KPIS at a more granular level (e.g. decile) to draw learnings and best practices of our headwinds and tailwinds impacting KPIS
• Actively drives conversion rate optimization and overall efforts to identify drop offs in the customer journey and work with stakeholders to improve cx and overall conversion
• Leads initiatives that optimize customer experience, operational performance, and revenue growth
• Accelerates our a/b testing volume and improves integration and overall use case of our A/B testing platform
• Partners with marketing teams to develop and refine campaign measurement frameworks, ensuring that marketing strategies are data-driven and results-focused
• Utilizes advanced analytics techniques to assess campaign performance, identify trends, and deliver actionable insights to improve targeting, messaging, and ROI
• Stands up journey reporting to better assess health and performance of CRM journey across different programs
• Works with stakeholders to identify incremental ways to segment journey based on customer interactions and behaviors
• Works with stakeholders across Tech, Product and the business teams to establish customer feedback loops and integrate data from various touchpoints (e.g., digital interactions, surveys, CRM systems) to drive a holistic view of customer behavior and satisfaction
• Assesses our diverse audience and uses analytics to tease out difference in behavior, expectation and value across our customer segments
• Works with key stakeholders on developing a "state of the customer" quarterly insights and reporting
• Works on developing a cohort-based view of our business to better forecast our volume flow and next steps
• Oversees the design, development, and implementation of scalable analytics frameworks and systems across the customer journey
• Ensures data quality, governance, and integrity across multiple data sources spanning the customer journey
• Drives the integration of analytics into business processes to improve operational efficiency
• Develops plan for overall customer data structure and identifies needs to make it more robust and actionable to constantly refine the end-to-end customer journey
• Enhances the existing analytics architecture to support scalability and real-time insights
• Identifies opportunities to improve the accessibility and usability of data across the organization
• Implements advanced analytics tools and methodologies, including machine learning and predictive modeling, when appropriate
• Acts as the primary liaison for analytics initiatives with key stakeholders, including executive leadership and external partners
• Presents analytics insights and strategic recommendations to senior management and board-level audiences
• Champions a data-driven culture across the organization by communicating the value of analytics
• Perform other duties as assigned

Skills

• Data Science, Statistics, Computer Science, Business Analytics, Marketing, or a related field
• * Minimum 8 years of experience in analytics or business intelligence, with at least 3 years in a leadership role
• * Track record of driving business outcomes through strategic analytics initiatives, with demonstrable experience in customer and marketing analytics
• * Strong expertise in data warehousing, data visualization, statistical analysis, and modern analytics tools
• * Experience with advanced analytics techniques such as machine learning, predictive modeling, and data mining
• * Exceptional leadership, communication, and interpersonal skills
• * Ability to thrive in a fast-paced environment and manage multiple projects simultaneously
• * Bachelor's Degree
• * Master's Degree

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Life insurance
• Paid time-off benefits
• Flexible spending account
• 401(k) with employer match
• Employee Stock Purchase Plan (ESPP)

Company Overview