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AMTRAK Logo AMTRAK · IT - Software Development

Director, Data Analytics & Customer Insights

United States, Washington, DC 163000.00 - 211140.00 USD / Year · Job Posted January 04, 2026
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Job Description

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.

Job Responsibility

  • 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
  • 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
  • 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
  • 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
  • Lead and mentor a team of data analysts and customer insight professionals
  • Build scalable practices for data governance, visualization, and stakeholder communication

Requirements

  • 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 skills
  • Strong written and verbal communication skills
  • Strong supervisory, management and organizational skills
  • Strong, broad-based PC skills (Microsoft Word, Powerpoint, and Microsoft Excel)
  • Strong interpersonal relationships and skills
  • Experience with managing large databases

Nice to have

  • 11-14 years of experience in analytics, business intelligence, or customer insights, with at least 3+ in a leadership capacity
  • Master’s preferred

What we offer

  • health, dental, and vision plans
  • health savings accounts
  • wellness programs
  • flexible spending accounts
  • 401K retirement plan with employer match
  • life insurance
  • short and long term disability insurance
  • paid time off
  • back-up care
  • adoption assistance
  • surrogacy assistance
  • reimbursement of education expenses
  • Public Service Loan Forgiveness eligibility
  • Railroad Retirement sickness and retirement benefits
  • rail pass privileges
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