Job Description

Director, Data Analytics & Customer Insights - 90397160 - Washington

Join us at Amtrak as a Director, Data Analytics & Customer Insights . Our mission is to connect Americas workforce and communities through transportation, employing over 20,000 professionals across the country. We prioritize safety and excellence in service.

Your success is a train ride away! As part of our team, you will lead the development of advanced analytics and reporting capabilities to understand customer behavior, business performance, and experience drivers. You will guide strategy through data, connecting customer journeys, loyalty programs, CRM, and operational touchpoints to uncover insights and enable personalization at scale. We seek a candidate with strong technical skills, strategic influence, and a passion for transforming data into actionable insights.

Key Responsibilities

• Develop and lead the customer analytics roadmap aligned with loyalty, marketing, operations, and experience goals.
• Design and implement dashboards, segmentation models, predictive analytics, and lifetime value frameworks.
• Report regularly on customer performance metrics such as acquisition, retention, frequency, spend, and satisfaction.
• Translate complex data into clear narratives for senior leadership, influencing business strategies.
• Identify drivers of customer behavior and recommend actions to enhance satisfaction, loyalty, and revenue.
• Collaborate with Voice of Customer and Market Research teams to connect structured and unstructured insights.
• Advance customer journey analytics and personalization strategies in partnership with the Commercial team.
• Build models for next-best action, customer propensity, and channel optimization.
• Partner across the organization to prioritize analytics needs and integrate data into decision-making.
• Lead and mentor a team of data analysts and customer insight professionals.

Minimum Qualifications

• Bachelors degree in Data Science, Statistics, Economics, Marketing, or related; Masters preferred.
• Proficiency in SQL, Python/R, and visualization tools like Tableau or Power BI.
• Experience with customer segmentation, regression analysis, forecasting, and LTV modeling.
• Ability to influence business outcomes through data storytelling.
• Strong project management, analytical, communication, and organizational skills.
• Experience managing large databases.

Preferred Qualifications

11-14 years in analytics, with at least 3+ in leadership; Masters degree preferred.

Work Environment

Office-based, climate-controlled environment, requiring sitting, standing, and walking as needed.

Compensation & Benefits

Salary range: $163,000 - $211,140. Comprehensive benefits include health plans, 401K, paid time off, education reimbursement, and more.

Additional Information

This role is full-time, onsite, with minimal travel (0-5%). Candidates must pass background and drug screenings, and meet federal security requirements.

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