Manager, Business Analytics- Customer Journey

Who We Are:

SiriusXM and its brands (Pandora, SiriusXM Media, AdsWizz, Simplecast, and SiriusXM Connect) are leading a new era of audio entertainment and services by delivering the most compelling subscription and ad-supported audio entertainment experience for listeners -- in the car, at home, and anywhere on the go with connected devices. Our vision is to shape the future of audio, where everyone can be effortlessly connected to the voices, stories and music they love wherever they are.

This is the place where a diverse group of emerging talent and legends alike come to share authentic and purposeful songs, stories, sounds and insights through some of the best programming and technology in the world. Our critically-acclaimed, industry-leading audio entertainment encompasses music, sports, comedy, news, talk, live events, and podcasting. No matter their individual role, each of our employees plays a vital part in bringing SiriusXM's vision to life every day.

SiriusXM

SiriusXM is the leading audio entertainment company in North America, and the premier programmer and platform for subscription and digital advertising-supported audio products. SiriusXM's platforms collectively reach approximately 150 million listeners, the largest digital audio audience across paid and free tiers in North America, and deliver music, sports, talk, news, comedy, entertainment and podcasts. Pandora, a subsidiary of SiriusXM, is the largest ad-supported audio entertainment streaming service in the U.S. SiriusXM's subsidiaries Simplecast and AdsWizz make it a leader in podcast hosting, production, distribution, analytics and monetization. The Company's advertising sales organization, which operates as SiriusXM Media, leverages its scale, cross-platform sales organization and ad tech capabilities to deliver results for audio creators and advertisers. SiriusXM, through SiriusXM Canada Holdings, Inc., also offers satellite radio and audio entertainment in Canada. In addition to its audio entertainment businesses, SiriusXM offers connected vehicle services to automakers.

How you'll make an impact:

As the Manager, Business Analytics- Customer Journey you will make an impact by connecting digital engagement and offer performance metrics to downstream operational and financial KPIs. You will drive unified customer journey reporting, enabling leadership to identify opportunities that enhance subscriber growth and retention while also improving the customer experience.

What you'll do:

• Lead performance reporting on digital and pre-agent customer journeys including top-of-funnel engagement, offer strategy, and digital subscription behavior
• Connect campaign, product, and digital experience programs to downstream business metrics like conversion, MER, trial-to-paid, and cancel rate
• Design dashboards and insight tools for evaluating campaign effectiveness, CX outcomes, and offer performance across digital and agent-assisted channels
• Own performance analytics for Sierra AI, chatbots, and other automated systems-tracking conversion, saves, escalations, and containment
• Align metrics across automation vs. agent channels to ensure end-to-end visibility into outcomes and deflection rates
• Partner with the WFM team for volume forecasting; collaborate with Product and Marketing teams to support bot optimization and NRT insights
  

What you'll need:

• 5+ years in customer experience, digital marketing, or analytics with strong experience in subscription-based or funnel-oriented businesses
• Experience designing and delivering insights for A/B testing, offer strategy, or campaign measurement
• Familiarity with bot performance metrics, automation containment, and digital experience platforms (e.g., Sierra, Salesforce, Adobe)
• Strong Tableau and SQL skills preferred; must be able to lead dashboard design and data validation efforts

• Cross-functional collaboration experience with Product, CX, WFM, and Marketing stakeholders
• Must have legal right to work in the U.S.

At SiriusXM, we carefully consider a wide range of factors when determining compensation, including your background and experience. These considerations can cause your compensation to vary. We expect the base salary for this position to be in the range of $96,900 to $153,300 and will depend on your skills, qualifications, and experience. Additionally, this role might be eligible for discretionary short-term and long-term incentives. We encourage all interested candidates to apply.

Our goal at SiriusXM is to provide and maintain a work environment that fosters mutual respect, professionalism and cooperation. SiriusXM is an equal opportunity employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, national origin, ancestry, alienage or citizenship status, age, disability or handicap, sex, gender identity, marital status, familial status, veteran status, sexual orientation or any other characteristic protected by applicable federal, state or local laws.

The requirements and duties described above may be modified or waived by the Company in its sole discretion without notice.