Manager - Customer Performance Analytics

Job Description:

MANAGER CUSTOMER PERFORMANCE ANALYTICS

(Plano Texas or Draper Utah, On-Site)

At Upbound Group, we are committed to elevating financial opportunity for all through innovative, inclusive, and technology-driven financial solutions that address the evolving needs and aspirations of consumers. The Company’s customer-facing operating units include industry-leading brands such as Rent-A-Center, Acima and Brigit that facilitate consumer transactions across a wide range of store-based and digital retail channels, including over 2,400 company-branded retail units across the United States, Mexico, New York and Puerto Rico. Upbound Group, Inc. is headquartered in Plano, Texas.

ABOUT THE POSITION

The Manager, Customer Performance Analytics is a key contributor, leading the customer analytics function that enables data-driven decision making across the Upbound enterprise. This leader develops and evolves the organization’s customer intelligence capabilities while influencing business strategy through actionable insights, advanced analytics, trust, and partnership with senior leaders.

This role is responsible for influencing and implementing the strategic direction of customer analytics for the Growth Organization, encompassing each business unit (RAC, Acima, Brigit), and executive leadership, ensuring analytical resources are focused on the highest-value opportunities aligned to enterprise priorities. The Manager leads a high-performing team, develops future leaders, advances analytical methodologies, and drives continuous improvement across processes, tools, and ways of working.

The Manager serves as a trusted advisor to the Growth organization, each business unit (RAC, Acima, Brigit), and executive leadership by translating complex customer data into clear business recommendations that influence growth strategies, customer experience and financial performance.

KEY RESPONSIBILITIES

[LEADERSHIP]

Strategy

Ensure the time spent on work is meaningful and aligned to Growth organization & Business Unit goals, contributing to Upbound’s overall growth goals. Develop strategic recommendations that further the ability for our Executive & Business Unit leaders to make decisions based on deep understanding of customer performance data. Serve as a trusted thought partner by bringing forward emerging customer trends, risks, and opportunities in a proactive manner.

Analysis

Partner directly with the Growth organization and your peers to provide actionable insights leveraging a multitude of datasets. Responsible for leading and assisting with analysis execution in addition to support from your direct reports, using the tools and data available relative to those customer experiences, using both tool-based analytics and coding languages, like SQL, SAS, and Python. Establish best practices for customer analytics, data quality, analytical methodologies and insight generation. Produce compelling visualizations and insights to tell the story of the customer. Communicate those insights clearly and appropriately throughout the organization.

Team Management & Development

Ensure team is working on the right deliverables at the right time, while fostering a culture of accountability, curiosity and continuous improvement and collaboration. Coach and develop talent to effectively manage performance, advance skillsets. Provide both strategic and technical direction to align to the broader goals of the team. Identify and advocate for the right tools and methodology necessary to achieve goals. Establish and lead regular communication routines within your team, and outside the team to share insights and recommendations.

[DAY TO DAY RESPONSIBILITIES]

Strategic Analytics Leadership

Lead the strategy, prioritization, execution and communication of high-impact analytical initiatives that influence the Growth organization’s customer decisions

• Develop deep expertise in the customer journey data model, customer transaction data, clickstream (digital) data, CRM, and enterprise customer datasets to identify opportunities, shape analytical approaches and ensure comprehensive understanding of the customer journey 
• Lead a team contributing to complex analytical initiatives, balancing strategic oversight with hands-on analytical leadership and consultation as business needs require
• Partner directly with Growth Organization Pod teams, Business Unit leaders, & Marketing leaders to align customer analytics priorities with strategic business objectives and proactively identity opportunities to drive growth

Strategic Business Partnership

Serve as a trusted advisor by proactively identifying customer trends, risks, and opportunities, translating customer insights into strategic recommendations that influence business planning and decision making

Full Funnel Analytics & Reporting Excellence

Lead the evolution of full funnel recurring reporting, automated dashboards and self-service analytics capabilities including Power BI/Sigma, SQL, Snowflake/Snowflake Cowork and other enterprise tools to provide scalable, actionable insights across the organization

Customer Performance Insights

Drive the translation of complex customer analyses into executive-ready presentations, recommendations, and business narratives that enable informed strategic decisions. Coach peers and team members to elevate storytelling, visualization and business communication

Operational Excellence & Governance

Establish and continuously improve standards for analytical methodologies, data quality, documentation, validation, prioritization, and project management to ensure consistency, transparency and scalability across the Customer Performance Analytics function.

People Leadership & Talent Development

Build, coach and develop a high performing team of analysts through regular feedback, mentoring, performance management, and succession planning.

Cross-Functional Leadership

Strengthen partnerships across Growth, Business Unit, Executive Leadership, Finance, Technology and CX Analytics tams to promote knowledge sharing, consistent measurement practices, and enterprise-wide customer intelligence

Organizational Leadership

Identify opportunities to improve team processes, analytical capabilities, tools, and operating models while championing innovation, automation and continuous improvement across the organization

QUALIFICATIONS

• Bachelor’s degree or 8+ years of analytics experience. Customer analytics experience a plus
• 5+ years of experience leading analytical teams, including coaching, developing, and managing high-performing talent
• Demonstrated ability to take initiative and ownership to move projects forward
• Demonstrated ability to translate data into actionable insights
• Demonstrated ability to create compelling visualizations and storytelling with data via PowerPoint or other deliverable mediums
• Exceptional presentation skills, both verbal and written – ability to present to senior leadership teams
• Team-oriented mindset with the ability to give direction and collaborate across various internal teams
• 5+ years experience in data analytics, coding languages as well as other data wrangling tools (SQL, Alteryx, AWS)
• Demonstrated ability to leverage data visualization tools (PowerBI, Tableau, Sigma) • Creative problem solver who takes initiative
• Demonstrated commitment to building strong relationships, developing talent, fostering collaboration, and building an inclusive, high-performing team culture
• Ability to manage time effectively and balance multiple tasks

COMPENSATION/BENEFITS

• Full health benefits-Medical/Dental/Vision
• 401(k) match, 5%/4%
• DTO (discretionary time off)
• Health savings account (HSA) with company contribution
• College tuition reimbursement program (STEM degrees)
• Unlimited use of Linkedin Learning
• Onsite gym

Work Location

Ability to work in the Plano, Texas or Draper, Utah office, Monday through Friday, with travel between locations as necessary based on transformation and governance activities.

Employment Eligibility

To be eligible for this opportunity, you must be authorized to work in the U.S. Upbound Group does not offer employment-based immigration sponsorship for this role, including OPT or CPT.

Equal Opportunity Employer

Upbound Group is an equal opportunity employer committed to ensuring all employment decisions are made on a non-discriminatory basis in accordance with applicable federal, state, and local laws.

This job description is not intended to be all-inclusive. Coworker may perform other related duties as negotiated to meet the ongoing needs of the organization.

Upbound Group is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.