Director, Retention Analytics

• Own measurement, modeling, experimentation, and forecasting for member retention
• Define cancellation reasons, retention, persistency, and save rate in alignment with BI, the Chief Analytics Officer, and the lead actuary
• Analyze voluntary churn using retainable versus non-retainable cancellation and survival curves by acquisition source and tenure
• Analyze involuntary churn, payment failures, and recovered premium with Retention Operations
• Attribute channel quality by partner and, where possible, partner representative, ranking campaigns by retained value
• Link NPS/CSAT changes to segment-level retention and distinguish sentiment shifts from survey-mix effects
• Own the lifecycle experimentation portfolio from hypothesis through readout and decision, maintaining an archive of settled questions
• Build separate voluntary and involuntary churn forecasts, reconcile them with the CAO and actuary, and back-test against actuals
• Analyze save desk performance, including save rate, cost per save, offer effectiveness, win-back, and agent-level performance across 27 agents
• Establish recurring retention reporting and involuntary-churn analysis
• Produce and defend retention forecasts to the executive team
• Report to a VP in the newly created Loyalty & Retention organization

Requirements

• 6+ years in analytics, with meaningful experience in subscription, insurance, or other renewal-based businesses
• Advanced SQL and ability to work independently in a modern warehouse
• Retention and survival analysis, including cohorts, survival curves, and hazard modeling
• Experimentation experience with tests that changed real decisions
• Forecasting experience with accountability for accuracy
• Ability to present unwelcome findings to executives and defend conclusions
• Clear writing skills
• Preferred: payments/billing analytics, including decline codes, retry, and dunning
• Preferred: Python or R
• Preferred: pet or P&C insurance experience
• Preferred: actuarial partnering
• Preferred: contact-center analytics
• Preferred: analytics-engineering practice

Core Competencies

Demonstrates expertise in retention analytics, including forecasting, churn analysis, and experimentation, with a strong ability to communicate findings to executives. Proficient in SQL and experienced in subscription or renewal-based business environments.

Highest-signal resume keywords

• Retention Analysis
• Advanced SQL
• Forecasting Experience
• Churn Forecasting
• Experimentation Experience

Hard Skills

• Retention Analysis
• Survival Analysis
• Churn Analysis
• Forecasting
• Hazard Modeling
• Cohort Analysis
• SQL
• Python
• R
• Payments Analytics

Soft Skills

• Clear Writing Skills
• Presentation Skills

Industry Keywords

• Subscription Business
• Insurance
• Renewal-Based Business
• Actuarial Partnering
• Contact-Center Analytics