Director, Retention Analytics

Role overview This Director of Retention Analytics role leads the analytics function for a newly formed Loyalty and Retention organization in a fast-growing pet insurance company. The position owns measurement, modeling, experimentation, and forecasting that shape how the business understands voluntary and involuntary churn and the interventions designed to keep members. Because much of what moves retention lives in teams the role influences rather than directly manages, conclusions must be defended on evidence and presented to executives who expect rigorous reasoning.

Responsibilities - Define and reconcile company-wide metrics for cancellation reasons, retention, persistency, and save rate with BI, analytics leadership, and the lead actuary. - Build retainable versus non-retainable churn views with survival curves by acquisition source and tenure, rather than blended rates. - Lead the involuntary churn view across payment failures, including decline codes, card brand, funding type, frequency, and recovered premium. - Develop channel quality attribution by partner, ranking campaigns by retained value rather than acquisition cost. - Run the lifecycle experimentation portfolio from hypothesis through readout to decision, maintaining a durable archive of settled questions. - Build separate voluntary and involuntary churn forecast models, back-tested against actuals and reconciled with analytics and actuarial partners. - Support save desk analytics, including defensible save rate denominators, cost per save, offer effectiveness, win-back, and agent-level performance.

Requirements - 6+ years in analytics with meaningful time in subscription, insurance, or other renewal-based businesses. - Advanced SQL and the ability to work independently in a modern warehouse. - Strong retention and survival analysis skills, including cohorts, survival curves, and hazard modeling. - Demonstrated experimentation depth with the rigor to recognize noise versus signal. - Forecasting experience with accountability for accuracy, not just model production. - Clear writing skills, since much of the role's influence happens in documents presented to executives.

Nice to have - Payments or billing analytics including decline codes, retry, and dunning logic. - Python or R proficiency. - Property and casualty or pet insurance background. - Experience partnering with actuaries or working in contact-center analytics. - Analytics-engineering practice experience.

Benefits and work setup - The listed pay range for this position is $140,000–$150,000 USD. - Benefits include comprehensive medical, dental, and vision coverage, HSAs and FSAs, competitive 401(k) matching, generous PTO with rollover, paid holidays, an employee pet insurance discount, tuition and education assistance, commuter benefits, and an Employee Assistance Program.