Director of Customer Intelligence

• Lead the strategy and evolution of customer intelligence, analytics, pricing, and market insights to drive data-informed decisions that accelerate customer growth and business performance.
• Build and scale a high-performing analytics organization while partnering across Customer, Data Science, Data Engineering, Product, and Finance to transform complex data into actionable business strategy.
• Champion AI-powered customer intelligence by developing predictive capabilities, real-time customer insights, and next-best-action frameworks that improve acquisition, engagement, retention, and commercial outcomes.
• Remote-first opportunity for US-based employees with the option to work in-person out of our Manhattan office.

Start your adventure with Zip

Zip is looking for a Director of Customer Intelligence & Data to lead analytics and insights for our customer organization. This is a leadership role that will serve as the primary data authority for our customer analytics and market research as well the connective tissue between our centralized data science and engineering teams and customer org leadership.

• Own the customer org's data and analytics strategy, model, and roadmap, partnering with customer org leaders to define priorities, capabilities, and measurable outcomes 
• Lead and develop a team of analysts that are accountable for data, insights and pricing to provide recommendations to customer acquisition, lifecycle performance, and customer experience teams as well as partnerships teams including affiliate, B2B efforts and commercial pricing 
• Serve as the data SME for customer org leadership, translating complex customer behavior, marketing effectiveness, pricing, lifecycle economics and commercial performance data questions into clear, actionable direction
• Act as the primary conduit to centralized data science and data engineering teams; negotiate resource commitments and resolve competing priorities to ensure customer org needs are scoped, resourced, and on the roadmap
• Design and optimize data workflows that improve speed, reliability, and accessibility of insights for customer measurement, attribution, experimentation, pricing analytics, customer segmentation and insight activation 
• Lead the vision and development of a real-time customer data layer in partnership with data engineering, which will be an operational system defining what a complete, live picture of a customer looks like across behavioral signals, financial state, risk signals, lifecycle stage, communication history, and contextual patterns that both AI and human-facing teams read from and write to continuously
• Partner with Data Science to build and maintain: 
• Predictive models that go beyond behavioral pattern recognition to model customer intent. We aim to understand and action on why customers do what they do, not just what they do
• A Next-best-action framework that translates model outputs into specific recommended actions for AI agents, the product, and human-facing teams 
• Marketing Mix Modeling and multi-touch attribution capabilities that give the customer org a reliable, up-to-date view of acquisition channel effectiveness, translating model outputs into investment recommendations that optimize budget allocation across paid, owned, and partner channels
• Partner with Data Engineering to establish reliable, accurate affiliate revenue reporting as a foundational data capability, defining the business requirements, validating the output, and ensuring the customer org has consistent commercial visibility into affiliate-influenced acquisition and revenue
• Lead the work to build a clear, connected view of B2B marketing performance, spanning web analytics, account and engagement scoring, building attribution models, and pipeline influence, creating clear reporting of where B2B investment is driving commercial outcomes

What you’ll bring to the team

• 10+ years of experience in customer analytics, marketing analytics, business intelligence, data science, or a related quantitative discipline, including 5+ years leading high-performing analytics or data teams.
• Proven experience building and executing enterprise data and analytics strategies that drive measurable business outcomes across customer acquisition, lifecycle management, pricing, and commercial performance.
• Deep expertise in customer analytics including experimentation, attribution, marketing mix modeling, customer segmentation, forecasting, pricing analytics, and lifecycle measurement.
• Experience partnering closely with Data Science and Data Engineering organizations to define business requirements, influence technical roadmaps, and deliver scalable data products and analytical capabilities.
• Demonstrated success translating complex analytical concepts into clear recommendations that influence executive decision-making and cross-functional strategy.
• Strong understanding of modern data ecosystems, customer data platforms, data governance, and real-time data architectures, with experience improving the accessibility, quality, and reliability of enterprise data.
• Experience leading analytics initiatives that span multiple business functions, balancing competing priorities while aligning stakeholders around shared customer and commercial outcomes.
• Strong commercial acumen with experience using data to optimize marketing investment, customer growth, retention, pricing strategies, and revenue performance.
• Experience leading, coaching, and developing high-performing analytical teams while fostering a culture of curiosity, accountability, and continuous improvement.
• Experience defining and leveraging AI-driven customer intelligence capabilities. You understand how predictive models, customer intent modeling, recommendation engines, and AI-powered decision frameworks can improve customer experiences and business performance. You have successfully partnered with technical teams to operationalize AI solutions into business workflows and are comfortable leading organizations through AI-enabled transformation.
• Bachelor's degree in Analytics, Statistics, Economics, Computer Science, Mathematics, Engineering, or a related quantitative field. An advanced degree (MBA, MS, or PhD) is preferred.

Zip is a place where you'll get out what you put in. The newness of our sector means we need to move at pace and embrace change, and our promise to you when you join the team is that you'll feel empowered and trusted to make big things happen quickly.

We want you to feel welcome and as though you have the support to be yourself, and care for yourself at work. Because it's important to us that you make the most of the opportunities you'll get to grow your skills and your career, and be surrounded by smart, friendly people and leaders that have your back.

We think these are some of the best things about being a Zipster. We will also offer you:

• Flexible working culture
• Incentive programs
• Unlimited PTO
• Generous paid parental leave
• Leading family support policies
• Company-sponsored 401(k) match
• Learning and wellness subscription stipend
• Beautiful Union Square office with a casual dress code
• Industry-leading, employer-sponsored insurance for you and your dependents, with several 100% Zip-covered choices available

Zip is committed to a straightforward and transparent pay structure. The actual base salary will be determined by various individualized factors, including job-related knowledge, skills, experience, location, internal equity, as well as other objective business considerations.

The annual base Pay Range for this position is $199,000 - $240,000. This range reflects our US national compensation band (USN). Additional premium percentages may apply based on our tiered premium strategy.

Subject to those same considerations, the total compensation package for this position may also include other elements, including a 25% STI opportunity and equity awards, in addition to a full range of medical, financial, and other benefits.

If hired, employees will be in an "at-will" position and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation or benefit program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

We pride ourselves on being a workplace that provides equal opportunities to people of all ages, cultural backgrounds, sexual orientations, gender identities, abilities, veteran status, and everything else that makes you unique.

Equally, we're committed to ensuring our recruitment processes are accessible and inclusive. Please let us know if there are any adjustments that need to be made to ensure you have a fair and equitable experience.

Zip Co Limited (ASX: ZIP) is a digital financial services company, offering innovative, people-centered products.

Operating in two core markets—Australia and New Zealand (ANZ) and the US—Zip offers access to point-of-sale credit and digital payment services, connecting millions of customers with its global network of tens of thousands of merchants.

We're proud to be a values-led business and our values—Customer First, Own It, Stronger Together, and Change the Game—guide us in everything we do.

I acknowledge by clicking "Submit Application" that the information provided is true and correct. I also understand that any willful dishonesty may render refusal of this application or immediate termination of employment. By providing your information, you acknowledge that you have read our Zip Applicant and Candidate Privacy Notice and authorize Zip to process your data subject to those terms. Zip participates in the federal government's E-Verify program.

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