Analyst – Customer Performance Analytics

Job Description:

 Analyst — Customer Performance Analytics

Who We Are 

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. 

Role Summary 

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

This role is responsible for directly contributing to the strategic delivery of customer analytics for the Growth Organization, encompassing each business unit (RAC, Acima, Brigit), and executive leadership, ensuring analysis is focused on the highest-value opportunities aligned to enterprise priorities. The Analyst delivers high caliber deliverables with strategic insights and thought leadership, advances analytical methodologies, and drives continuous improvement across processes, tools, and ways of working.  

The Analyst 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 

Analysis: The Analyst will partner directly with the Growth organization and peers to provide actionable insights leveraging a multitude of datasets. Responsible for owning analysis execution with support and guidance from their manager, using the tools and data available relative to those customer experiences. The analyst will use both tool-based analytics and coding languages, like SQL, SAS, and Python. Contribute and adhere to 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. 

Strategy: Develop strategic recommendations that further the ability for our Product & Partner organizations & 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.  

Day to Day Responsibilities 

• Customer Performance Insight Generation   

• Drive the translation of complex customer datasets into meaningful insights and recommendations for stakeholder partners  

• Produce executive-ready presentations, recommendations, and business narratives that enable informed strategic decisions 

• Leverage data storytelling, visualization and business communication to ensure you influence your audience appropriately 

• Partner directly with Growth Organization Pod teams, Business Unit leaders, & Marketing leaders to deliver contextualized data stories 
• Strategic Analysis Mindset  
• Develop deep expertise in the customer journey data model, customer transaction data, clickstream event (digital) data, CRM, and enterprise customer datasets to identify opportunities, shape analytical approaches and ensure comprehensive understanding of the customer journey 

• 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 
• Operational Excellence & Governance 
• Contribute to improving standards for analytical methodologies, data quality, documentation, validation, prioritization, and project management to ensure consistency, transparency and scalability across the Customer Performance Analytics function 
• Full Funnel Analytics & Reporting Excellence  
• Support 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  
• 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 

 Qualifications 

• Bachelor’s degree in a quantitative field and/or 2+ years of analytics experience. Customer analytics experience a plus 

• Creative problem solver who takes initiative. Strong requirements gathering, solutions design, development, quality assurance, business acumen 

• Demonstrated ability to translate data into actionable insights 

• Demonstrated ability to create compelling visualizations and storytelling with data via PowerPoint or other deliverable mediums 

• 2+ years’ experience in data analytics, coding languages as well as other data wrangling tools (Snowflake experience preferred, SQL, Alteryx, AWS) Very strong SQL coding skills required 

• Demonstrated ability to leverage data visualization tools (PowerBI, Tableau, Sigma would be a plus) 

• Demonstrated ability to take initiative and ownership to move projects forward 

• 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 

• Ability to manage time effectively and balance multiple tasks 

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. 

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