Job Title: Digital Customer Analytics
Location: Remote/Dallas, TX
Duration: Long term
Job Description:
We are seeking a highly analytical, collaborative, and hands-on Manager of Digital & Customer Journey Analytics to bridge the gap between digital user behavior, enterprise data, and strategic business outcomes.
In this role, you will perform deep-dive analysis on web and mobile clickstream data using Adobe Analytics to unlock critical insights into how customers interact with our digital touchpoints. Beyond traditional web reporting, you will leverage SQL and Python to integrate behavioral datasets with core enterprise domains—including policy, claims, customer demographics, and financial performance.
As a key connector across the organization, you will collaborate with stakeholders in Finance, Policy, Marketing, and Data Engineering to build an end-to-end view of the customer.
Your insights will directly drive customer experience improvements, increase digital conversion, and guide strategic product positioning to maximize business performance.
Responsibilities:
Perform deep-dive analysis of web and mobile clickstream datasets using Adobe Analytics to identify customer friction points and conversion opportunities.
Dashboarding & Reporting: Design, build, and maintain highly interactive dashboards, reports, and custom visualizations in Adobe Analysis Workspace.
Advanced Journey Mapping: Conduct conversion funnel, fallout, flow, attribution, and customer journey analyses to streamline the end-to-end digital experience (from initial quote to claim submission).
Metrics & Segmentation: Establish robust digital KPIs, custom segments, and calculated metrics that align behavioral trends with corporate goals.
Data Synthesis (SQL/Python): Use SQL and Python to extract, transform, and analyze large-scale, unstructured web behavior data.
Cross-Domain Connection: Connect digital clickstream records with enterprise databases containing policy records, claims history, financial ledger details, and demographic profiles to create an end-to-end view of the customer journey.
Performance Driver: Translate customer behavior insights into actionable strategies to improve customer retention, boost digital policy adoption, and optimize marketing spend.
End-to-End Insights: Partner with leaders across the Customer, Policy, and Finance domains to align digital metrics with actual financial and operational outcomes. Presenting to Leadership: Package analytical findings into clear, visually compelling presentations and narrative summaries that recommend specific product positioning and strategic actions
Certifications:
Adobe Certified Expert (ACE) – Adobe Analytics Developer or Architect.
Qualifications:
Minimum of 6 years of experience in customer journey analytics in Insurance highly preferred
BA/BS Degree preferred
Insurance Domain Knowledge: Prior experience within the insurance sector (ideally Property & Casualty / P&C), with familiarity of quote-to-bind funnels and claim filing journeys.
Cloud Data Warehousing: Hands-on experience working with Snowflake, Databricks, or other cloud-based data environments.
Advanced Statistical Techniques: Familiarity with forecasting, propensity modeling, or digital personalization engines.