Senior Director, Experience Analytics & Optimization
- New York City, NY
- $180,000-200,000 per year
- Permanent
- Full-time
- Lead the delivery of in-depth analysis of user behavior across websites and digital experiences to identify opportunities for conversion improvement
- Develop and maintain measurement frameworks and define KPIs that align with client business goals and create a baseline for experience optimization
- Provide actionable insights on user journeys, funnel performance, feature usage, and pain points
- Collaborate closely with CX, media, and creative teams to create holistic improvement plans based on data
- Develop architecture designs that advise clients on how to integrate and transform data to build actionable dashboards using data collected from their web analytics, marketing, and internal tools
- Deliver regular reporting, dashboards, and presentations that communicate insights clearly and persuasively. Advise clients with strategic recommendations based on insights from data
- Ensure analytics implementations are correctly tracking across digital platforms using tools like Adobe Launch or GTM
- Identify tracking gaps and assist in setting up or optimizing tag management solutions
- Support integration of experience data with additional sources (e.g., CRM, media) to derive deeper insights
- Leverage tools like heatmaps, session recordings, and clickstream analysis to enhance CRO understanding
- Work with Experience Optimization team to build and execute CRO testing roadmaps based on data insights
- Analyze A/B and multivariate test results to show impact to core business goals and guide iterative improvements in conversion
- Support hypothesis creation, test prioritization, and success measurement
- Help define audience segmentation strategies to inform personalized content and user flows
- Partner with UX, creative, and dev teams to align analytical insights with user experience changes
- Monitors customer satisfaction with delivery across program lifecycle
- Supports work with project-appropriate customer relationships and ensures successful program delivery
- Builds processes, standards, resourcing requirements, and other service line operations to scale the work
- Identifies and helps recruit for staffing needs
- Identifies, mitigates, and escalates program operational risks
- Supports resource / risk management, emerging delivery issues, and delivery intervention plans as necessary, with assistance from Project Management and other teams
- Leverages continuous process improvement to drive quality and efficiency into program delivery
- Helps optimize financial performance including department budget and staff utilization
- People leadership and people development, including direct management, training, and retention and engagement activities
- Growth of the current team’s skillsets via 1-1 mentorship, feedback, and recommended learning opportunities (including those funded through our professional development budget)
- Workforce and resource management oversight and coordination - provide resources to meet the current and future personnel demands and prioritize resources to meet demand levels
- Participate in internal team meetings and collaborate with partners in media, consulting, and design.
- Represents at internal and external business development meetings as a senior leader to understand client needs and define potential solutions
- Drives new business pipeline through proactive business development, networking, thought leadership contribution, and participation at industry events for exposure
- Drives organic program growth by identifying opportunities to upsell additional capabilities within existing client engagements
- Educates staff on capabilities to expose to the customer; analyze opportunities and review teams as requested
- Participates in strategic decisions to maximize pipeline opportunities
- Helps develop pitch presentations and proposals, contribute to the definition of deliverables, staffing and pricing, as well as develop Statements of Work (SOWs) as needed
- Contributes to development of marketing and sales assets, e.g., website, client intro deck, webinars
- Collaborates with Horizon Media teams to provide deliverables for broader agency pitches
- Bachelor’s degree in business, marketing, analytics, or a related field
- 8-10 years of experience in digital analytics or experience optimization; agency experience a plus
- At least 2+ years of experience managing teams and client relationships
- Desire to be hands on in growing a service line and doing all levels of work therein, whether providing oversight of the analytics business or contributing to a deliverable
- Experience translating data and research into strategic insights and recommendations
- Strong knowledge of Adobe Analytics and/or Google Analytics 4
- Experience with CRO tools such as Optimizely, VWO, Adobe Target or similar
- Familiarity with heatmapping/session recording tools (Hotjar, CrazyEgg, etc.)
- Experience with SQL and/or data wrangling preferred
- Skilled in dashboard creation using tools like Tableau, Looker, or Power BI
- Comfortable communicating with clients, presenting insights, and influencing strategy
- Experience working with cross-functional teams and balancing multiple projects
- Collaborative, curious, and excited to turn data into impact
- Adobe Analytics, GA4, or CRO platform certifications
- Tag management certifications (Adobe Launch)
- BI Tool certification (Tableau Desktop, Power BI certified analyst, etc.)