Senior Director, Customer Performance Analytics

(Plano Texas, In-Office)  

ABOUT UPBOUND 

Upbound Group, Inc. (effective February 27, 2023: NASDAQ: UPBD) is an omni-channel platform company 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 Acima, Rent-A-Center, 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 and Puerto Rico. Upbound Group, Inc. is headquartered in Plano, Texas. 

ABOUT THE POSITION 

The Senior Director, Customer Performance Analytics (Growth) leads the strategy and execution of advanced analytics that drive enterprise growth, performance optimization, and data-informed decisioning. This role is accountable for delivering deep, full-funnel analytics across the customer lifecycle; from acquisition through servicing and collections to identify risks, uncover opportunities, and translate insights into measurable business impact. 

The Senior Director partners closely with Growth product pod teams to embed analytics into product development, marketing, and customer experience initiatives. This includes designing and operationalizing measurement frameworks that quantify the incremental impact of product features, experiences, and innovations on conversion, retention, and lifetime value. 

This role serves as the analytical engine of the Growth organization connecting enterprise performance visibility with actionable insights that directly influence strategy, prioritization, and execution. 

KEY RESPONSIBILITIES 

Customer Analytics Strategy & Segmentation 

• Define and evolve customer segmentation frameworks, personas, behavioral cohorts, and customer value models  

• Develop customer lifetime value (LTV), unit economics, and customer health measurement frameworks  

• Identify customer needs, behaviors, motivations, and opportunities through advanced analytics and segmentation  

• Translate customer insights into actionable recommendations that improve customer outcomes and business performance  

Full-Funnel Performance Analytics & Optimization 

• Lead end-to-end analysis of the customer lifecycle (acquisition → application → conversion → servicing → retention → collections) to identify performance drivers, bottlenecks, and growth opportunities  

• Diagnose conversion leakage, retention risks, and margin dynamics using cohort analysis, funnel decomposition, and behavioral segmentation  

• Quantify drivers of customer growth, engagement, retention, and lifetime value across products and experiences  

• Translate analytical findings into clear, prioritized actions that drive measurable business outcomes  

Growth Measurement & Experimentation within Product Pods 

• Embed analytics support within Growth product pods and customer journey teams  

• Design and implement measurement frameworks to quantify the incremental impact of product features, customer experience enhancements, personalization strategies, and innovations  

• Establish and govern test-and-learn frameworks, experimentation standards, and causal inference methodologies  

• Ensure major initiatives have clear success metrics, measurement plans, and post-launch impact evaluation  

• Drive a culture of evidence-based prioritization and continuous optimization  

Performance Insights & Decision Enablement 

• Deliver forward-looking insights that inform product roadmaps, customer experience strategies, and investment decisions  

• Proactively identify emerging customer risks and growth opportunities through trend analysis, predictive signals, and scenario modeling  

• Support strategic planning, forecasting, and decision-making through robust analytical models  

• Serve as a trusted advisor to Growth leadership on customer performance optimization and trade-off decisions  

Executive Reporting & Analytics Excellence 

• Deliver concise, insight-driven executive dashboards and scorecards focused on customer performance and growth drivers  

• Ensure reporting highlights actionable insights—not just metrics—enabling faster and better decisions  

• Ensure high data quality, integrity, and governance across all analytical outputs  

• Establish repeatable processes for customer performance analysis, experimentation readouts, and insight delivery  

MAJOR PRODUCTS & DELIVERABLES 

• Customer segmentation, persona, and behavioral cohort frameworks  

• Customer journey analytics, conversion analyses, and lifecycle performance models  

• Customer lifetime value (LTV) and unit economics frameworks  

• Full-funnel customer performance analytics and diagnostic frameworks  

• Experimentation design, analysis, and impact reporting  

• Incrementality measurement for product features, personalization strategies, and customer experience initiatives  

• Forecasting models and customer performance trend analyses  

• Executive dashboards and customer performance scorecards focused on insight and actionability  

OUTCOMES 

• Clear identification of customer growth opportunities and performance risks across the full customer lifecycle  

• Measurable improvement in conversion, retention, engagement, customer experience, and customer lifetime value  

• Quantified impact of product features, personalization strategies, and customer experience innovations  

• Faster, more confident decision-making grounded in customer insights and experimentation  

• Strong alignment between product, customer experience, operational performance, and business outcomes  

• Increased customer value and enterprise growth driven by data-informed actions  

JOB REQUIREMENTS 

Experience & Leadership 

• 10–15+ years in customer analytics, product analytics, business analytics, or enterprise analytics  

• 5+ years leading high-performing analytics teams in a growth, product, or enterprise environment  

• Proven ability to influence senior leaders and drive measurable business outcomes  

Customer Analytics & Full-Funnel Performance 

• Deep expertise in customer analytics across the full customer lifecycle (acquisition through retention and collections)  

• Strong experience in customer segmentation, persona development, cohort analysis, behavioral analytics, and unit economics  

• Ability to diagnose customer performance drivers, identify risks, and quantify growth opportunities  

• Proven ability to connect customer behavior and operational metrics to financial outcomes including revenue, margin, and LTV  

Growth Measurement & Experimentation 

• Strong experience designing and implementing measurement frameworks for product features, customer experience initiatives, and personalization strategies  

• Deep expertise in experimentation (A/B testing, holdouts, quasi-experimental methods) and causal inference  

• Ability to quantify incremental impact of customer-focused initiatives and business changes  

• Experience embedding analytics within cross-functional product or growth teams  

Forecasting, Modeling & Decision Support 

• Experience building forecasting models, scenario analysis, and predictive analytics to support planning and investment decisions  

• Ability to translate complex analyses into clear, actionable recommendations for business leaders  

• Strong orientation toward forward-looking insights and decision enablement  

Technical & Data Fluency 

• Proficiency in SQL and Python or R; experience with modern cloud data platforms (e.g., Snowflake, Databricks)  

• Familiarity with BI tools (Power BI, Tableau, Sigma) and scalable analytics environments  

• Strong understanding of data modeling, data quality, and governance principles  

Preferred 

• Experience in Retail, Financial Services, FinTech, or multi-brand consumer environments  

• Experience working within product-led or growth-focused operating models  

• Experience supporting customer experience, personalization, loyalty, or customer lifecycle optimization initiatives  

COMPENSATION/BENEFITS 

• Competitive compensation  

• 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  

• Free car charging and covered parking 

SPONSORSHIP

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time. 

Upbound/Acima/Brigit are equal opportunity employers committed to ensuring that all employment decisions are made on a non-discriminatory basis, and without regard to actual or perceived race.