Director, Data Analytics & Customer Insights - 90397160 - Washington

Director, Data Analytics & Customer Insights - Washington

Your success is a train ride away! As we move America's workforce toward the future, Amtrak connects businesses and communities across the country. We employ more than 20,000 diverse, energetic professionals in a variety of career fields throughout the United States. The safety of our passengers, our employees, the public and our operating environment is our priority, and the success of our railroad is due to our employees.

Are you ready to join our team? Our values of 'Do the Right Thing, Excel Together and Put Customers First' are at the heart of what matters most to us, and our Core Capabilities, 'Building Trust, Accountability, Effective Communication, Customer Focus, and Proactive Safety & Security' are what every employee needs to know and do to be most impactful at Amtrak. By living the Amtrak values, focusing on our capabilities, and actively embracing and fostering diverse ideas, backgrounds, and perspectives, together we will honor our past and make Amtrak a company of the future.

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. A strong candidate will combine technical expertise with strategic influence and a passion for transforming data into actionable insights.

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

Personalization & Journey Intelligence

Cross-functional Collaboration

Team Leadership & Enablement

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 skills.

Strong written and verbal communication skills.

Strong supervisory, management and organizational skills.

Strong, broad-based PC skills (Microsoft Word, Powerpoint, and Microsoft Excel).

Strong interpersonal relationships and skills.

Experience with managing large databases.

Preferred Qualifications

11-14 years of experience in analytics, business intelligence, or customer insights, with at least 3+ in a leadership capacity.

Masters preferred.

Work Environment

Typically, will need to comprehend various business processes in order to quickly grasp new concepts, approaches and systems Utilizes computer keyboard and monitor to perform a variety of tasks Climate-controlled office environment. Performs tasks that require sitting, standing and / or walking.

COMMUNICATIONS AND INTERPERSONAL SKILLS : Must have excellent oral and written communication skills.