Director, Customer Intelligence

About Us

At Finance of America, we help homeowners unlock the joy that comes from realizing the full potential of their retirement. Many people have significant wealth tied up in their homes and want to use it meaningfully in their next chapter. Our unique range of reverse mortgages allow homeowners 55+ to access that wealth while maintaining control over their home and financial future. With options tailored to their unique goals, we provide the financial flexibility they need to move forward with confidence.

Finance of America is guided by five values: We are customer obsessed, they are why we exist. We raise the bar. We take extreme ownership. We practice genuine collaboration. And we unleash our excellence. Together we are actualizing our vision to be the most beloved brand for homeowners in their next chapter.

To learn more about us, visit www.financeofamerica.com.

Purpose of Role

Responsible for leading the development and execution of customer segmentation, insights, and Voice of Customer (VoC) strategies. Oversees a team of analysts and collaborates with cross-functional stakeholders to drive data-informed decision-making and customer-centric strategies that improve customer experience and business outcomes.

Expectations

• Leads the development and execution of customer intelligence strategies, including customer segmentation, insights generation, and VoC programs, to support business growth and customer retention.
• Sets the vision and roadmap for customer intelligence initiatives, ensuring alignment with company goals, and drive prioritization of key projects.
• Manages a high-performing team of data analysts, customer insight specialists, and VoC experts, mentoring them to grow in their roles.
• Drives the design and continuous enhancement of advanced customer segmentation models, identifying key customer groups based on behavioral, demographic, and transactional data.
• Uses segmentation insights to inform targeted marketing, personalized customer journeys, and product development.
• Oversees the integration of segmentation insights across departments, ensuring consistent application of customer groups in marketing, sales, and customer service strategies.
• Delivers actionable insights from complex customer data to inform strategic business decisions, product development, and marketing campaigns.
• Utilizes predictive analytics and advanced data modeling techniques to identify emerging customer trends, behaviors, and needs.
• Develops a deep understanding of customer preferences and pain points to drive improvement in customer experience, engagement, and retention.
• Leads, deploys and refines the VoC roadmap, including platform selection, project implementation in coordination with the Product and Development teams.
• Launches surveys, feedback loops, focus groups, and sentiment analysis, to capture and act on customer feedback across all touchpoints.
• Ensures customer feedback is translated into meaningful actions across the organization, partnering with key departments such as product, marketing, and customer service.
• Develops reporting frameworks and dashboards to track customer sentiment, satisfaction, and advocacy metrics, ensuring continuous improvements to the customer experience.
• Works closely with Marketing, Sales, Product, and Customer Experience teams to ensure customer insights and segmentation strategies are integrated into their respective strategies and initiatives.
• Presents customer intelligence insights and reports to senior leadership, effectively communicating key findings, implications, and recommendations.
• Stays at the forefront of industry trends, emerging technologies, and best practices in customer intelligence and analytics.
• Continuously evaluates and improves the methodologies, tools, and systems used to collect and analyze customer data.
• Performs other duties as assigned.

Reports To

• Chief Customer Officer

Direct Reports

• 1-5 Directs: Digital Marketing Analysts

Qualifications

Qualifications – Education Requirements

• Bachelor's Degree

Qualifications – Education – Preferred

• Master's Degree

Qualifications – Education – Field(s)/Profession(s)

• Business, Marketing, Data Science, Statistics, or a related field.

Qualifications – Experience/Skills/Competencies

• Minimum 8 years of experience in customer intelligence, customer analytics, or a related field, with at least 3 years in a leadership role.
• Expertise in customer segmentation, data analysis, and VoC methodologies.
• Strong proficiency with analytics tools and platforms (e.g., SQL, Tableau, Power BI, SAS, R, Python).
• Experience working with large, complex datasets and translating them into actionable business insights.
• Exceptional communication skills, with the ability to present complex data insights to non-technical stakeholders.
• Strong understanding of customer experience, marketing, and product strategies.
• Familiarity with data privacy and governance regulations (GDPR, CCPA, etc.).
• Experience with customer journey mapping, cohort analysis, and advanced statistical modeling preferred.
• Familiarity with VoC platforms (e.g., Qualtrics, Medallia) and customer feedback tools preferred.
• Background in eCommerce, retail, or tech-driven companies a plus.

Compensation

The base salary range for this position is ($100,800 - $168,000) inclusive of all geographical differences in the labor market. The base salary for the position will be determined based on factors such as the candidate’s work location, skills, education, and experience. In addition to those factors, we believe in the importance of pay equity and consider the internal equity of our current team members in determining any final offer. We offer a competitive benefits package including health, dental, vision, life insurance, paid time-off benefits, flexible spending account, 401(k) with employer match, and ESPP.

Additional Information

The application deadline for this job opportunity is 5/23/2025.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Finance of America is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, sex (including pregnancy), sexual orientation, religion, creed, age, national origin, physical or mental disability, gender identity and/or expression, marital status, veteran status or other characteristics protected by law.