Position Summary:

The Digital Platform Analytics & Reporting Manager is responsible for surfacing actionable, cross-channel customer journey insights across USG by building and evolving journey-centric dashboards and analytics reporting. This role unifies and validates data from multiple systems, standardizes KPIs to drive informed decision-making, and educates stakeholders in customer service, marketing, and program management with clear, data-driven insights. With a core focus on customer journey analysis, funnel and event mapping, and ongoing stakeholder engagement, this role is central to reduce churn, drive growth, measure the impact of digital programs, and delivering best-in-class customer experience. The Manager will also support strategic business decisions by leading cross-functional analytics initiatives and ensuring the impact of digital success programs is measured and demonstrated.

Key Accountabilities & Responsibilities

As the Digital Platform Analytics & Reporting Manager, this role is accountable for building and maintaining journey-centric dashboards and analytics reporting, unifying data from multiple systems, and standardizing KPIs across all of North America. This person will design advanced visualizations, conduct customer journey analysis to surface actionable insights, ensure data quality, and present clear findings to support data-driven decision-making across customer service, marketing, and program management teams.

Additionally, this role will drive stakeholder adoption of analytics tools and reporting, educate teams to utilize insights for continuous improvement, and champion best practices in data management and reporting. Through effective integration of insights and measurement of digital success programs, this position will help reduce customer churn, drive business growth, and enhance customer experiences within the USG digital ecosystem.

Journey Analytics & Visualization:

• Create KPIs and metrics by collaborating with stakeholders, ensuring alignment with business goals, and establishing clear, consistent measurement frameworks to support data-driven decision making.

• Develop KPI and Build and maintain dashboards and journey visualizations (Sankey, funnels, journey maps) by combining event, VoC, and CRM/transactional data.

• Run analysis to identify abandonment points, high-effort journeys, containment opportunities and orchestration signals for CCaaS/CRM.

• Integrate journey and contextual insights into agent user experiences and tools to drive real-time action (e.g., next-best-action cues).

• Present insights to program owners, journey managers, and senior leadership; contribute to research and measurement initiatives.

Data Unification & Quality Assurance:

• Unify and validate data from multiple source systems, escalating data quality or mapping issues identified.

• Recommend and standardize KPI sets and reporting cadences aligned to key customer journeys.

• Drive stakeholder adoption of journey analytics and reporting culture.

Stakeholder Engagement & Education:

• Act as a key resource for marketing team, translating analytics into prescriptive and actionable business recommendations.

• Educate and enable cross-functional stakeholders to interpret dashboards and leverage insights for continuous improvement.

Strategic Analytics Leadership & Reporting:

• Lead analytics projects designed to surface insights that drive customer adoption, reduce churn, and uncover growth opportunities.

• Design and maintain scalable, automated reporting processes to measure the impact of digital success programs using tools such as Salesforce, Tableau, Power BI, or similar.

• Advocate for a data-driven culture by collaborating with business and technology partners to integrate analytics into regular business processes.

Best Practices & Process Improvement:

• Identify efficiencies and implement best-in-class practices related to KPI development, attribution modeling, and reporting cadence.

• Document data processes and structures to promote consistency, cross-team collaboration, and transparency.

• Relevant expertise in marketing and analytics transformation initiative on a large scale.

Requirements

Education & Professional Experience:

• 6+ years of experience, ideally within analytics, customer experience, or digital platform reporting.

• Bachelor’s or advanced degree in data science, MIS, business analytics, or a related field.

• Familiarity with customer journey mapping, service metric analysis, and digital success toolsets such as Salesforce, etc.

• Demonstrated ability to interpret complex data and produce actionable business recommendations.

Hard-Skills:

• Hands-on expertise with journey analytics and visualization tools (CJA/O platforms, Adobe Analytics, Tableau, Power BI, etc.).

• Practical experience unifying data, integrating source systems, and data quality management.

• Experience managing large datasets, programmatic analysis and strategic, cross-team analytics projects.

• Strategic business problem solving and documented ability to translate into meaningful KPIs

• Skilled in designing, implementing, and maintaining scalable data models and reporting solutions.

• Project and program management skills, including the ability to lead projects

• High attention to detail ensuring data accuracy and integrity.

Soft-Skills:

• Strong analytical skills, including identity matching (deterministic/probabilistic) and data modeling.

• Business acumen in interpreting service metrics, VoC feedback, and presenting trends/actionable insights.

• Clear communicator, capable of engaging and enabling diverse stakeholders.
  

Rate of pay may be adjusted based on the qualifications and experience of the candidate.

USG employees enjoy a number of benefit options for themselves and their families. These include two medical insurance options, as well as vision and dental coverage. The cost of these optional programs varies based on coverage level - employees generally pay 25% of the monthly premium cost, USG pays the rest. These coverage options are offered on the first day of employment with no waiting period.

Additionally, USG employees enjoy both a 401(k) Investment Plan with company match and a pension plan. Beyond these main features, employees may also choose from a number of additional programs like life insurance, accident insurance, legal insurance, even pet insurance, just to name a few. USG also offers Quarterly (hourly) / Annual (salary) bonus potential for all employees based on performance metrics tied to safety, quality, and productivity.  USG also provides employees with paid time off and paid holidays.

Since 1902, Chicago-based USG has been a leader in producing innovative, award-winning products and systems to build everything from major commercial developments and residential housing to home improvements. USG's employees are committed to the highest levels of customer satisfaction and quality in everything we do. Our steadfast commitment to the company's core business values – innovation, quality, integrity, service, diversity, efficiency and safety – have helped us become the company we are today.

 EOE including disability/veteran