Digital Analytics Manager

Job Description

• As the leader of the new Digital Analytics team at Client you and your team will be responsible for building an end-to-end digital analytics function including defining strategy and roadmaps for implementation and ongoing management of analytics tools and processes, as well as analysis and reporting across all digital products.
• The Digital Analytics team will be a sub-team of our Digital User Experience, Design and Analytics team which is a cross-functional org of UX architects, visual designers, researchers, writers, analysts and strategic partners collaborating closely with product owners, marketing, operations and engineers to deliver the best possible experience for our members.
• The UX, Design and Analytics team is part of the larger Digital Member Experience (DMX) organization. DMX owns the experience for most member-facing digital products including the public sites, Online & Mobile banking, member acquisition and account opening applications.
• This is a rapidly growing, fast-moving team (from 1 to 17 in just 3 years) with strong investment and support from Senior Leadership and the freedom to find creative and innovate ways to do good for our members by delivering on our vision to "develop and foster meaningful member relationships that empower and delight".

• Digital Analytics Manager will be responsible for providing actionable insights and recommendations using a variety of data sources and inputs for the Digital organization to influence the Digital strategy and achieve financial and member satisfaction goals.
• Digital Analytics Manager will work closely with Business, Digital, and Marketing teams to help prioritize product improvements and roadmaps, conduct exploratory analysis to identify pain points and innovation opportunities, conduct journey mapping activities, and quantify the value of customer behaviors, among many other things, to further accelerate and mature the capabilities of the Digital organization and improve the quality of the member experience.
• The ideal candidate is experienced in journey mapping and analysis has an inquisitive and strategic mindset and is a proven leader in the analytics space.
• While an understanding of digital marketing/campaign tracking and analysis is important, this role is primarily focused on deep analysis of user interactions within and across each of our digital applications, tied to offline data, to develop a complete view of our members and their digital engagement.

• Implementation of a clear Digital Analytics strategy and actionable roadmap
• Digital Analytics Manager will be establishing governance and processes, documenting methodologies, and defining benchmarks and key learnings for Digital Journey Analytics
• Ownership of a '360' view of Client members through examining and understanding user interactions across all member touchpoints (website, post-authenticated banking, native apps, membership/credit card/loan apps, call center, branch interactions, etc.)
• Conducting in-depth analyses and reporting across the entire member journey and providing insights into member/user behavior to improve member acquisition, channel, campaign performance, and cost saves
• Creation of the reporting (daily, weekly, monthly, etc.) in our current tools of Google Analytics, Data Studio, and Power BI
• Developing and creating analysis and deep dives on special topics or expansion of the current reporting, inclusive of pre and post-launch analysis for major releases
• Coordination across IT to feed our digital data into the internal Data Warehouse
• Managing implementation and maintenance of Google Analytics and Google Tag Manager and developing a discipline for ongoing tagging coupled with Digital Feature launches
• Leading expansion and evaluation of new tools or opportunities for insights, such as looking at GlassBox and other Analytical Tools
• Delivering strong business results through the successful application of continuous improvement principles across core member journeys
• Producing compelling visualizations and insights to tell the story of the member journey
• Monitoring performance, improving data integrity, developing and tracking against KPIs
• Definition and set up event tracking, goals, and goal conversion funnel
• Setting up segmentation to be leveraged for personalization
• Digital Analytics Manager will be delivering executive-level presentations that communicate the business relevance of the analysis performed and recommended solutions.

• Evangelize the importance of user experience and data to inform decisions and product development.
• Serve as a subject matter expert and trusted advisor across teams to provide holistic views into user journeys, KPIs, and conversions.