Director, Customer Analytics

About Us

Finance of America helps homeowners 55+ access the equity they’ve built while staying in full control of their home and their financial future. Through a range of reverse mortgage solutions, we help customers shape the retirement they’ve earned while continuing to evolve how we serve and work together.

Joining Finance of America now means stepping into a period of momentum and growth, with teams actively shaping what comes next and opportunities to make an impact and grow your career.

To learn more about us, visit www.financeofamerica.com

Purpose of Role

Responsible for shaping our analytics to not only deliver high-impact business outcomes but also to enhance our overall analytics structure, usage, and actionability across the organization. Focuses on deepening our analytics in the Digital, Marketing and Customer space (among others) and will closely work with the data science teams on key projects (incl. modeling, data structure & aggregation). Leads our analytics team and drive quantifiable business outcomes through an overhaul of our analytics.

Key Responsibilities and Expectations

• Provides thought leadership on analytics trends, data-driven decision-making, and best practices.
• Collaborates with executive leadership to identify key business drivers and opportunities for growth, particularly in customer acquisition, retention, and engagement.
• Refines business performance metrics and KPIs to track progress against strategic objectives and operational improvements.
• Works with each stakeholder to develop a robust scorecard to monitor progress towards goals.
• Leads efforts in de-averaging our KPIS at a more granular level (e.g. decile) to draw learnings and best practices of our headwinds and tailwinds impacting KPIS.
• Actively drives conversion rate optimization and overall efforts to identify drop offs in the customer journey and work with stakeholders to improve cx and overall conversion.
• Leads initiatives that optimize customer experience, operational performance, and revenue growth.
• Accelerates our a/b testing volume and improves integration and overall use case of our A/B testing platform.
• Partners with marketing teams to develop and refine campaign measurement frameworks, ensuring that marketing strategies are data-driven and results-focused.
• Utilizes advanced analytics techniques to assess campaign performance, identify trends, and deliver actionable insights to improve targeting, messaging, and ROI.
• Stands up journey reporting to better assess health and performance of CRM journey across different programs.
• Works with stakeholders to identify incremental ways to segment journey based on customer interactions and behaviors.
• Works with stakeholders across Tech, Product and the business teams to establish customer feedback loops and integrate data from various touchpoints (e.g., digital interactions, surveys, CRM systems) to drive a holistic view of customer behavior and satisfaction.
• Assesses our diverse audience and uses analytics to tease out difference in behavior, expectation and value across our customer segments.
• Works with key stakeholders on developing a "state of the customer" quarterly insights and reporting.
• Works on developing a cohort-based view of our business to better forecast our volume flow and next steps.
• Oversees the design, development, and implementation of scalable analytics frameworks and systems across the customer journey.
• Ensures data quality, governance, and integrity across multiple data sources spanning the customer journey
• Drives the integration of analytics into business processes to improve operational efficiency.
• Develops plan for overall customer data structure and identifies needs to make it more robust and actionable to constantly refine the end-to-end customer journey.
• Enhances the existing analytics architecture to support scalability and real-time insights.
• Identifies opportunities to improve the accessibility and usability of data across the organization.
• Implements advanced analytics tools and methodologies, including machine learning and predictive modeling, when appropriate.
• Acts as the primary liaison for analytics initiatives with key stakeholders, including executive leadership and external partners.
• Presents analytics insights and strategic recommendations to senior management and board-level audiences.
• Champions a data-driven culture across the organization by communicating the value of analytics.
• Perform other duties as assigned.

Reports To: 

• VP, Enterprise Analytics

• Analytics team (1-3)

Qualifications - Education - Field(s)/Profession(s)

Data Science, Statistics, Computer Science, Business Analytics, Marketing, or a related field.

Qualifications - Experience/Skills/Competencies

• Minimum 8 years of experience in analytics or business intelligence, with at least 3 years in a leadership role.
• Track record of driving business outcomes through strategic analytics initiatives, with demonstrable experience in customer and marketing analytics.
• Strong expertise in data warehousing, data visualization, statistical analysis, and modern analytics tools.
• Experience with advanced analytics techniques such as machine learning, predictive modeling, and data mining.
• Exceptional leadership, communication, and interpersonal skills.
• Ability to thrive in a fast-paced environment and manage multiple projects simultaneously.

Qualifications - Education – Required

• Bachelor's Degree

Qualifications - Education – Preferred

• Master's Degree

Compensation

The base salary range for this position is inclusive of all geographical differences in the labor market. The base salary for the position will be determined based on factors such as the candidate’s work location, skills, education, and experience. In addition to those factors, we believe in the importance of pay equity and consider the internal equity of our current team members in determining any final offer. We offer a competitive benefits package including health, dental, vision, life insurance, paid time-off benefits, flexible spending account, 401(k) with employer match, and ESPP.

Additional Information

The application deadline for this job opportunity is 9/23/2026. 

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. 

Finance of America is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, sex (including pregnancy), sexual orientation, religion, creed, age, national origin, physical or mental disability, gender identity and/or expression, marital status, veteran status or other characteristics protected by law.