Amtrak
Director, Data Analytics & Customer Insights - 90397160 - Washington
Amtrak, Washington, District Of Columbia, United States, 20022
Overview
Amtrak is committed to applying advanced analytics to drive a deeper understanding of customer behavior, business performance, and experience drivers. Our values of ‘Do the Right Thing, Excel Together, and Put Customers First’ guide every decision, and our core capabilities focus on building trust, accountability, effective communication, customer focus, and proactive safety & security. Summary of Duties
The Director of Data Analytics and Customer Insights will lead the development of advanced analytics and reporting capabilities that drive a deeper understanding of customer behavior, business performance, and experience drivers. This role will guide strategy through data, connecting the dots across customer journeys, loyalty programs, CRM, and operational touchpoints to uncover actionable insights and enable personalization at scale. Essential Functions
Customer Analytics Strategy Develop and lead the customer analytics roadmap aligned to loyalty, marketing, operations, and experience objectives. Oversee the design and implementation of dashboards, segmentation models, predictive analytics, and lifetime value frameworks. Deliver regular reporting on customer performance (e.g., acquisition, retention, frequency, spend, satisfaction) to stakeholders across the enterprise. Insight Generation & Storytelling Translate complex data into clear, compelling narratives that inform senior leaders and influence business strategies. Identify key drivers of customer behavior and recommend actions to improve satisfaction, loyalty, and commercial outcomes. Partner with the Voice of Customer and Market Research teams to connect structured and unstructured insights. Personalization & Journey Intelligence Advance customer journey analytics and personalization strategies in collaboration with the Commercial team and strategic priorities. Build models that support next‑best action, customer propensity, and channel optimization. Enhance measurement frameworks for marketing and lifecycle campaigns. Cross‑functional Collaboration Partner across the Commercial organization to prioritize analytics needs and integrate data into decision‑making. Serve as an internal consultant on customer data strategy and test‑and‑learn design. Team Leadership & Enablement Lead and mentor a team of data analysts and customer insight professionals. Build scalable practices for data governance, visualization, and stakeholder communication. Minimum Qualifications
Bachelor’s degree in Data Science, Statistics, Economics, Marketing, or a related field; Master’s preferred. OR equivalent combination of training, education & relevant experience. Strong command of SQL, Python/R, and data visualization tools (e.g., Tableau, Power BI). Experience with customer segmentation, regression analysis, forecasting, and LTV modeling. Demonstrated ability to influence business outcomes through data storytelling. Strong project management skills and the ability to prioritize across multiple stakeholders. Excellent analytical, written and verbal communication, and interpersonal skills. Strong supervisory, management and organizational skills. Preferred Qualifications
11‑14 years of experience in analytics, business intelligence, or customer insights, with at least 3+ in a leadership capacity. Master’s degree preferred. Work Environment
Typically, will need to comprehend various business processes to quickly grasp new concepts, approaches and systems. Utilizes computer keyboard and monitor to perform a variety of tasks in a climate‑controlled office environment. Requires sitting, standing and/or walking. Salary & Benefits
Annual salary range: $163,000 – $211,140. Includes comprehensive benefits such as health, dental, vision, retirement plans, paid time off, and additional incentive programs. Equal Opportunity
Amtrak is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, veteran status, or any other protected characteristic.
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Amtrak is committed to applying advanced analytics to drive a deeper understanding of customer behavior, business performance, and experience drivers. Our values of ‘Do the Right Thing, Excel Together, and Put Customers First’ guide every decision, and our core capabilities focus on building trust, accountability, effective communication, customer focus, and proactive safety & security. Summary of Duties
The Director of Data Analytics and Customer Insights will lead the development of advanced analytics and reporting capabilities that drive a deeper understanding of customer behavior, business performance, and experience drivers. This role will guide strategy through data, connecting the dots across customer journeys, loyalty programs, CRM, and operational touchpoints to uncover actionable insights and enable personalization at scale. Essential Functions
Customer Analytics Strategy Develop and lead the customer analytics roadmap aligned to loyalty, marketing, operations, and experience objectives. Oversee the design and implementation of dashboards, segmentation models, predictive analytics, and lifetime value frameworks. Deliver regular reporting on customer performance (e.g., acquisition, retention, frequency, spend, satisfaction) to stakeholders across the enterprise. Insight Generation & Storytelling Translate complex data into clear, compelling narratives that inform senior leaders and influence business strategies. Identify key drivers of customer behavior and recommend actions to improve satisfaction, loyalty, and commercial outcomes. Partner with the Voice of Customer and Market Research teams to connect structured and unstructured insights. Personalization & Journey Intelligence Advance customer journey analytics and personalization strategies in collaboration with the Commercial team and strategic priorities. Build models that support next‑best action, customer propensity, and channel optimization. Enhance measurement frameworks for marketing and lifecycle campaigns. Cross‑functional Collaboration Partner across the Commercial organization to prioritize analytics needs and integrate data into decision‑making. Serve as an internal consultant on customer data strategy and test‑and‑learn design. Team Leadership & Enablement Lead and mentor a team of data analysts and customer insight professionals. Build scalable practices for data governance, visualization, and stakeholder communication. Minimum Qualifications
Bachelor’s degree in Data Science, Statistics, Economics, Marketing, or a related field; Master’s preferred. OR equivalent combination of training, education & relevant experience. Strong command of SQL, Python/R, and data visualization tools (e.g., Tableau, Power BI). Experience with customer segmentation, regression analysis, forecasting, and LTV modeling. Demonstrated ability to influence business outcomes through data storytelling. Strong project management skills and the ability to prioritize across multiple stakeholders. Excellent analytical, written and verbal communication, and interpersonal skills. Strong supervisory, management and organizational skills. Preferred Qualifications
11‑14 years of experience in analytics, business intelligence, or customer insights, with at least 3+ in a leadership capacity. Master’s degree preferred. Work Environment
Typically, will need to comprehend various business processes to quickly grasp new concepts, approaches and systems. Utilizes computer keyboard and monitor to perform a variety of tasks in a climate‑controlled office environment. Requires sitting, standing and/or walking. Salary & Benefits
Annual salary range: $163,000 – $211,140. Includes comprehensive benefits such as health, dental, vision, retirement plans, paid time off, and additional incentive programs. Equal Opportunity
Amtrak is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, veteran status, or any other protected characteristic.
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