As a Manager, Customer Analytics at Western Union, you will serve as a strategic analytics partner to the Digital Go-to-Market (GTM) organization, helping drive customer growth, retention, revenue optimization, and overall business performance through data-driven insights.
In this role, you will leverage customer, transaction, corridor, and regional performance data to identify growth opportunities, evaluate business initiatives, and support strategic decision-making. You will lead customer cohort analysis, forecasting, financial modeling, executive reporting, and performance diagnostics while partnering closely with Finance, FP&A, Marketing, Product, Pricing, Analytics, and GTM leaders. Your ability to transform complex data into actionable business recommendations will directly influence customer strategy, investment decisions, and business outcomes across key digital markets.
In this role, you will:
Analyze customer acquisition, activation, engagement, retention, transaction behavior, and revenue trends to identify growth opportunities and business risks.
Conduct deep customer, corridor, and regional performance analyses to uncover key drivers of business performance.
Develop and maintain customer cohort models, retention frameworks, and customer lifetime value (CLV) analyses.
Build forecasting models and support budgeting, planning, and long-range forecasting activities in partnership with FP&A.
Create financial models that evaluate growth initiatives, business investments, and strategic opportunities.
Perform scenario planning and sensitivity analyses to support strategic decision-making.
Design, develop, and maintain executive dashboards and KPI reporting frameworks using business intelligence and visualization tools.
Create scalable and automated reporting solutions that improve visibility into business performance and reduce manual reporting efforts.
Ensure reporting consistency, data accuracy, and alignment with agreed-upon business definitions and metrics.
Partner with Product, Marketing, Finance, Pricing, and GTM teams to evaluate initiatives and measure business impact.
Conduct root-cause analyses to explain business performance changes and recommend corrective actions.
Translate complex analytical findings into clear business insights, recommendations, and executive presentations.
Support executive requests, business reviews, and strategic projects requiring advanced analytical expertise.
Serve as a trusted analytics advisor and influence key decisions through objective, data-backed recommendations.
Drive adoption of data-driven decision-making practices across the organization.
Basic Qualifications
5+ years of experience in Customer Analytics, Business Intelligence, Strategy, Finance, FP&A, Consulting, Growth Analytics, or related analytical disciplines.
Bachelor’s degree in Analytics, Statistics, Mathematics, Economics, Finance, Engineering, Data Science, Business, or a related field.
Experience performing customer analytics, business performance analysis, forecasting, and financial modeling.
Experience building and maintaining executive dashboards and KPI reporting solutions using Tableau, Power BI, or similar tools.
Advanced SQL skills and experience working with large-scale customer and transaction datasets.
Experience developing cohort models, retention analyses, customer lifetime value (CLV) models, and performance measurement frameworks.
Strong experience communicating analytical insights and recommendations to senior business stakeholders.
Demonstrated ability to translate complex business questions into analytical frameworks and actionable recommendations.
Preferred Qualifications
Master’s degree in Analytics, Data Science, Economics, Finance, Statistics, Business Administration, or a related discipline.
Experience supporting FP&A, annual planning, budgeting, forecasting, and strategic planning processes.
Experience within FinTech, Payments, Digital Platforms, Financial Services, E-commerce, Technology,…