Senior Advisor – Business Analytics, Customer Engagement

This is a fully remote position, open to applicants in Connecticut.

📋 Description

• Facilitate an Outcomes-Oriented Customer Engagement Function

• Collaborate with Customer Engagement teams to align analytics and test/learn initiatives with the strategic goals of the business and enterprise

• Convert business strategies into structured measurement frameworks, incorporating KPIs, success metrics, and hypotheses for experimentation

• Actively seek opportunities to enhance the data-driven feedback loop for the customer engagement function

• Assist in prioritizing customer engagement capabilities by basing decisions on data, performance insights, and anticipated business impact

• Assess and Enhance Customer Engagement Strategy Performance

• Review the performance and impact of engagement strategies, identifying and facilitating opportunities for scaling high-value initiatives

• Conduct in-depth analyses of performance drivers, including adoption, engagement, friction points, and leakage across customer journeys

• Collaborate with product and engagement stakeholders to consistently improve experiences based on insights and testing results

• Lead Segmentation, Behavioral, and Journey Analytics

• Develop, implement, and promote frameworks for segmentation, behavioral, and journey analysis to uncover potential opportunities across the enterprise

• Create and enhance analytic solutions and methodologies, transitioning from one-time analyses to repeatable, scalable frameworks and data products

• Identify key factors influencing customer satisfaction, engagement, and perceived value across digital experiences

• Drive Decision-Making Through Insight and Storytelling

• Transform complex analytical results into clear, persuasive narratives that guide business strategy and ensure sustained impact across the enterprise

• Provide strategic input for prioritization, roadmap decisions, and investment trade-offs

• Anticipate business inquiries and proactively generate insights to guide decision-making

• Foster Enterprise Collaboration

• Collaborate across the enterprise to integrate analytics products and insights into strategic priorities and business growth initiatives

• Act as a vital link between analytics, customer engagement, and business stakeholders to ensure insights are actionable and effectively utilized

• Promote a coordinated approach to analytics across diverse teams and capabilities

⛳️ Requirements

• Extensive experience in business analytics and/or customer experience analytics

• Strong business acumen with the capability to connect analytics to financial and strategic outcomes

• Proven ability to create and operationalize analytical frameworks that support outcome-driven decision-making

• Experience in managing complex, evolving data environments

• Exceptional communication skills with the ability to translate intricate analytics into business and customer implications

• Proficiency in analytics tools and platforms (e.g., SQL, Python/R, Tableau, Databricks)

🏝️ Benefits

• Comprehensive range of benefits

• Health-related benefits including medical, vision, and dental

• Well-being and behavioral health programs

• 401(k)

• Company-paid life insurance

• Tuition reimbursement

• Minimum of 18 days of paid time off per year

• Paid holidays

• Leaves of absence