Job Description

Overview

Amtrak is committed to applying advanced analytics to drive a deeper understanding of customer behavior, business performance, and experience drivers. Our values of Do the Right Thing, Excel Together, and Put Customers First guide every decision, and our core capabilities focus on building trust, accountability, effective communication, customer focus, and proactive safety & security.

Summary of Duties

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.

Essential Functions

Customer Analytics Strategy

• 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.

Insight Generation & Storytelling

• 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.

Personalization & Journey Intelligence

• Advance customer journey analytics and personalization strategies in collaboration with the Commercial team and strategic priorities.
• Build models that support nextbest action, customer propensity, and channel optimization.
• Enhance measurement frameworks for marketing and lifecycle campaigns.

Crossfunctional Collaboration

• Partner across the Commercial organization to prioritize analytics needs and integrate data into decisionmaking.
• Serve as an internal consultant on customer data strategy and testandlearn design.

Team Leadership & Enablement

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

Minimum Qualifications

• Bachelors degree in Data Science, Statistics, Economics, Marketing, or a related field; Masters 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, written and verbal communication, and interpersonal skills.
• Strong supervisory, management and organizational skills.

Preferred Qualifications

• 1114 years of experience in analytics, business intelligence, or customer insights, with at least 3+ in a leadership capacity.
• Masters degree preferred.

Work Environment

Typically, will need to comprehend various business processes to quickly grasp new concepts, approaches and systems. Utilizes computer keyboard and monitor to perform a variety of tasks in a climatecontrolled office environment. Requires sitting, standing and/or walking.

Salary & Benefits

Annual salary range: $163,000 $211,140. Includes comprehensive benefits such as health, dental, vision, retirement plans, paid time off, and additional incentive programs.

Equal Opportunity

Amtrak is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, veteran status, or any other protected characteristic.

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