Director, Customer Analytics

Director, Customer Analytics – Pune, India       

Are you ready to join a team in a global company? Are you an innovative person who is passionate about analytics? How about offering up your skills in a global business that is committed to moving money for better? Join Western Union as a Director, Customer Analytics.

Western Union powers your pursuit.

As Director of Customer Analytics, you will be responsible for leading the teams executing our analytics strategy, implementing and improving tracking across all digital channels, categorizing and pulling insights from our data, leading reporting, and synthesizing and visualizing data to equip our stakeholders to make effective decisions that drive the business. Detailed job responsibilities would be –

Role Responsibilities

• Define and lead the global customer analytics strategy to support business growth, customer engagement, and retention.
• Align analytics efforts with broader organizational goals, including revenue generation, customer satisfaction, and digital transformation initiatives.
• Oversee multiple analytics teams, fostering a culture of collaboration, innovation, and performance excellence.
• Develop and mentor team members, encouraging continuous learning and professional growth.
• Lead the design, implementation, and optimization of customer analytics frameworks, leveraging Adobe Analytics and other data platforms.
• Drive advanced segmentation, customer journey mapping, lifetime value analysis, and cohort analysis.
• Translate complex data into actionable insights that inform marketing strategies, product development, customer experience, and business operations.
• Create and deliver impactful insights to internal clients on a regular basis through data visualization presentations, reporting, and dashboards and executive summaries.
• Synthesize data trends across all digital platforms and extrapolate into actionable insights, recommendations, and feature requirements in a digestible format for senior level stakeholders and make strategic business recommendations.
• At every given stage of work, ensure that efficiencies are realized, errors reduced, and quality is improved; develop new innovations for data enhancement capabilities, documentation, automation, templating and more

Role Requirements

• 15+ years of total experience with minimum 10+ years in analytics, and at least 5+ years in a leadership role within a financial services organization or similarly complex global environment.
• Advanced understanding of Analytics and reporting systems such as:

• Adobe Analytics
• Tableau or Power BI
• Snowflake

• Experience in setting a vision, roadmap, and developing recommendations based in data, and proactively influencing positive outcomes
• Sharp attention to detail and a drive for practical perfection
• Ability to thrive and lead in a fast-paced, innovative atmosphere
• Experience in managing and developing high-performing, cross-functional teams.
• Excellent interpersonal communication skills
• Ability to lead with a client service-centric mindset
• High levels of self-awareness, emotional intelligence, and an agile, adaptable mindset and attitude

We make financial services accessible to humans everywhere. Join us for what’s next.

Western Union is positioned to become the world’s most accessible financial services company —transforming lives and communities. We’re a diverse and passionate customer-centric team of over 8,000 employees serving 200 countries and territories, reaching customers and receivers around the globe. More than moving money, we design easy-to-use products and services for our digital and physical financial ecosystem that help our customers move forward.

Just as we help our global customers prosper, we support our employees in achieving their professional aspirations. You’ll have plenty of opportunities to learn new skills and build a career, as well as receive a great compensation package. If you’re ready to help drive the future of financial services, it’s time for Western Union. Learn more about our purpose and people at https://careers.westernunion.com/.

Benefits

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

(https://careers.westernunion.com/global-benefits/). Please see the location-specific benefits below and note that your Recruiter may share additional role-specific benefits during your interview process or in an offer of employment.

Your India-specific benefits include:

Employees Provident Fund [EPF]

Gratuity Payment

Public holidays

Annual Leave, Sick leave, Compensatory leave, and Maternity / Paternity leave

Annual Health Checkup

Hospitalization Insurance Coverage (Mediclaim)

Group Life Insurance, Group Personal Accident Insurance Coverage, Business Travel Insurance

Cab Facility

Relocation Benefit

Western Union values in-person collaboration, learning, and ideation whenever possible. We believe this creates value through common ways of working and supports the execution of enterprise objectives which will ultimately help us achieve our strategic goals. By connecting face-to-face, we are better able to learn from our peers, problem-solve together, and innovate.

Our Hybrid Work Model categorizes each role into one of three categories. Western Union has determined the category of this role to be Hybrid. This is defined as a flexible working arrangement that enables employees to divide their time between working from home and working from an office location. The expectation is to work from the office a minimum of three days a week.

We are passionate about diversity. Our commitment is to provide an inclusive culture that celebrates the unique backgrounds and perspectives of our global teams while reflecting 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.

#LI-AK1 #LI-Hybrid

Estimated Job Posting End Date:

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.