Job Description

Your success is a train ride away!
As we move America's workforce toward the future, Amtrak connects businesses and communities across the country. We employ more than 20,000 diverse, energetic professionals in a variety of career fields throughout the United States. The safety of our passengers, our employees, the public and our operating environment is our priority, and the success of our railroad is due to our employees.
Are you ready to join our team?
Our values of 'Do the Right Thing, Excel Together and Put Customers First' are at the heart of what matters most to us, and our Core Capabilities, 'Building Trust, Accountability, Effective Communication, Customer Focus, and Proactive Safety & Security' are what every employee needs to know and do to be most impactful at Amtrak. By living the Amtrak values, focusing on our capabilities, and actively embracing and fostering diverse ideas, backgrounds, and perspectives, together we will honor our past and make Amtrak a company of the future.
SUMMARY OF DUTIES:
The Director of Data Analytics and Customer Insights will lead the development of advanced analytics and reporting capabilities that drive a deeper understanding of customer behavior, business performance, and experience drivers. This role will guide strategy through data, connecting the dots across customer journeys, loyalty programs, CRM, and operational touchpoints to uncover actionable insights and enable personalization at scale. A strong candidate will combine technical expertise with strategic influence and a passion for transforming data into actionable insights
ESSENTIAL FUNCTIONS:
Customer Analytics Strategy

• Develop and lead the customer analytics roadmap aligned to loyalty, marketing, operations, and experience objectives.
• Oversee the design and implementation of dashboards, segmentation models, predictive analytics, and lifetime value frameworks.
• Deliver regular reporting on customer performance (e.g., acquisition, retention, frequency, spend, satisfaction) to stakeholders across the enterprise.

Insight Generation & Storytelling

• Translate complex data into clear, compelling narratives that inform senior leaders and influence business strategies.
• Identify key drivers of customer behavior and recommend actions to improve satisfaction, loyalty, and commercial outcomes.
• Partner with the Voice of Customer and Market Research teams to connect structured and unstructured insights

Personalization & Journey Intelligence

• Advance customer journey analytics and personalization strategies in collaboration with the Commercial team and strategic priorities
• Build models that support next-best action, customer propensity, and channel optimization.
• Enhance measurement frameworks for marketing and lifecycle campaigns.

Cross-functional Collaboration

• Partner across the Commercial organization to prioritize analytics needs and integrate data into decision-making.
• Serve as an internal consultant on customer data strategy and test-and-learn design.

Team Leadership & Enablement

• Lead and mentor a team of data analysts and customer insight professionals.
• Build scalable practices for data governance, visualization, and stakeholder communication.

MINIMUM QUALIFICATIONS:

• Bachelor's degree in Data Science, Statistics, Economics, Marketing, or a related field; Master's preferred. OR equivalent combination of training, education & relevant experience
• Strong command of SQL, Python/R, and data visualization tools (e.g., Tableau, Power BI).
• Experience with customer segmentation, regression analysis, forecasting, and LTV modeling.
• Demonstrated ability to influence business outcomes through data storytelling.
• Strong project management skills and the ability to prioritize across multiple stakeholders.
• Excellent analytical skills.
• Strong written and verbal communication skills.
• Strong supervisory, management and organizational skills.
• Strong, broad-based PC skills (Microsoft Word, Powerpoint, and Microsoft Excel).
• Strong interpersonal relationships and skills.
• Experience with managing large databases.

PREFERRED QUALIFICATIONS:
11-14 years of experience in analytics, business intelligence, or customer insights, with at least 3+ in a leadership capacity.

• Master's preferred.

WORK ENVIRONMENT:
Typically, will need to comprehend various business processes in order to quickly grasp new concepts, approaches and systems
Utilizes computer keyboard and monitor to perform a variety of tasks
Climate-controlled office environment. Performs tasks that require sitting, standing and/or walking.
COMMUNICATIONS AND INTERPERSONAL SKILLS:
Must have excellent oral and written communication skills.
The salary/hourly range is $163,000-$211,140, Pay is based on several factors including but not limited to education, work experience, certifications, internal equity, etc. Depending on an employee's assigned worksite or location, Amtrak may consider a geo-pay differential to be applied to the employee's base salary. Amtrak may offer additional incentive and pay programs to recognize and reward our employees, including a short-term incentive bonus based upon factors such as individual and company performance that is commensurate with the level of the position and/or long-term incentive plan compensation. In addition to your salary, Amtrak offers a comprehensive benefit package that includes health, dental, and vision plans; health savings accounts; wellness programs; flexible spending accounts; 401K retirement plan with employer match; life insurance; short and long term disability insurance; paid time off; back-up care; adoption assistance; surrogacy assistance; reimbursement of education expenses; Public Service Loan Forgiveness eligibility; Railroad Retirement sickness and retirement benefits; and rail pass privileges. Learn more about our benefits offerings
Requisition ID:165015
Work Arrangement:06-Onsite 4/5 Days for more information about work arrangements at Amtrak.
Relocation Offered:No
Travel Requirements:0 - 5%
You power our progress through your performance.
We want your work at Amtrak to be more than a job. We want your career at Amtrak to be a fulfilling experience where you find challenging work, rewarding opportunities, respect among colleagues, and attractive compensation. Amtrak maintains a culture that values high performance and recognizes individual employee contributions.
Amtrak is committed to a safe workplace free of drugs and alcohol. All Amtrak positions requires a pre-employment background check that includes prior employment verification, a criminal history check and a pre-employment drug screen.
Candidates who test positive for marijuana will be disqualified, regardless of any state or local statute, ordinance, regulation, or other law that legalizes or decriminalizes the use or possession of marijuana, whether for medical, recreational, or other use. Amtrak's pre-employment drug testing program is administered in accordance with DOT regulations and applicable law.
In accordance with DOT regulations (49 CFR 40.25), Amtrak is required to obtain prior drug and alcohol testing records for applicants/employees intending to perform safety-sensitive duties for covered Department of Transportation positions. If an applicant/employee refuses to provide written consent for Amtrak to obtain these records, the individual will not be permitted to perform safety-sensitive functions.
In accordance with federal law governing security checks of covered individuals for providers of public transportation (Title 6 U.S.C. 1143), Amtrak is required to screen applicants for any permanent or interim disqualifying criminal offenses.
Note that any education requirement listed above may be deemed satisfied if you have an equivalent combination of education, training and experience.
Amtrak is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race/color, to include traits historically associated with race, including but not limited to, hair texture and hairstyles such as braids, locks and twists, religion, sex (including pregnancy, childbirth and related conditions, such as lactation), national origin/ethnicity, disability (intellectual, mental and physical), veteran status, marital status, ancestry, sexual orientation, gender identity and gender expression, genetic information, citizenship or any other personal characteristics protected by law..

Skills Required