Specialist, Customer Analytics

Role Responsibilities

As a Specialist - Customer Analytics AI within our Customer Analytics team based in Pune, you will leverage customer data, advanced analytics, and AI solutions to drive customer acquisition, engagement, retention, and product adoption initiatives. In addition to traditional analytics capabilities, the candidate will play a key role in developing AI-enabled solutions, including building context layers and knowledge frameworks that improve the effectiveness, relevance, and accuracy of enterprise AI applications. You will also -

• Develop a deep understanding of customer behavior, business performance metrics, and customer lifecycle dynamics.
• Support customer acquisition, engagement, retention, cross-sell, and product adoption initiatives through data-driven insights.
• Conduct exploratory and diagnostic analysis to identify business opportunities and customer trends.
• Develop dashboards, scorecards, and reporting solutions to monitor key business KPIs.
• Translate analytical findings into actionable business recommendations.
• Query, manipulate, and analyze large structured and unstructured datasets using SQL and Python.
• Build and validate analytical datasets for reporting, modeling, and experimentation.
• Support predictive modeling, customer segmentation, propensity modeling, and forecasting initiatives.
• Ensure data quality, integrity, and consistency across analytical deliverables.
• Design, develop, and support AI-driven analytical solutions that improve business decision-making.
• Build and maintain context layers that enable AI models and assistants to generate accurate, business-relevant outputs.
• Develop frameworks that combine structured and unstructured enterprise data to support AI applications.
• Design and implement Retrieval Augmented Generation (RAG) solutions, semantic search frameworks, and knowledge retrieval mechanisms.
• Partner with business stakeholders to identify and prioritize AI use cases that drive measurable business value.
• Evaluate and recommend new AI technologies, tools, and frameworks for enterprise adoption.
• Establish and follow best practices for prompt engineering, context management, model evaluation, and AI governance.
• Design and support A/B testing and test-versus-control measurement frameworks.
• Measure campaign effectiveness and incremental business impact.
• Apply statistical methodologies to ensure analytical rigor and reliability of conclusions
• Partner with Marketing, Product, Customer Experience, Digital, and regional business teams.
• Communicate insights and recommendations effectively to technical and non-technical audiences.
• Present complex analytical findings in a clear, concise, and business-focused manner.

Role Requirements

• Bachelor s degree in Engineering, Statistics, Mathematics, Computer Science, Business Analytics, Data Science, Economics, or a related quantitative field, with 3-4 years of experience in Analytics, Business Intelligence, Data Science, Customer Analytics, Marketing Analytics, or related domains.
• 1-2+ years of hands-on experience developing and implementing AI, Machine Learning, or Generative AI solutions, including working with LLMs in enterprise environments.
• Experience building and maintaining AI context layers, knowledge frameworks, retrieval systems, RAG architectures, embeddings, semantic search, vector databases, and AI evaluation frameworks to improve AI relevance and performance.
• Strong SQL and Python skills, with expertise in large-scale data analysis, data wrangling, feature engineering, statistical analysis, hypothesis testing, experimentation, and analytics automation.
• Experience integrating multiple data sources, developing scalable AI-driven business solutions, and creating dashboards using Power BI, Tableau, or similar visualization tools.
• Hands-on experience with AI platforms and cloud technologies, including Snowflake Cortex AI, Azure OpenAI, OpenAI, Anthropic, vector databases (Pinecone, Weaviate, Chroma, FAISS), and cloud platforms such as Azure, AWS, or GCP.
• Strong problem-solving, stakeholder management, and communication skills, with the ability to translate business problems into scalable analytical and AI solutions while thriving in a fast-paced, innovation-driven environment.

Work Shift

Western Union values in-person collaboration, problem solving, and ideation whenever possible. We believe this fosters common ways of working and supports how we execute initiatives for our customers. The expectation is to work from the office a minimum of three days a week.

Benefits and Other Details

Benefits

You will also have access to short-term incentives, multiple health insurance options, accident and life
insurance, and access to best-in-class development platforms, to name a few. Please see the benefits below specific to your country. If applicable, additional role-specific benefits will be mentioned during your interview process or in an offer of employment.

Your India specific benefits include:

• Employees Provident Fund [EPF]
• Gratuity Payment
• Public holidays
• Annual Leave, Sick leave, Compensatory leave, and Maternity / Paternity leave
• Annual Health Checkup
• Hospitalization Insurance Coverage (Mediclaim)
• Group Life Insurance, Group Personal Accident Insurance Coverage, Business Travel Insurance
• Cab Facility
• Relocation Benefit

Other Details

As part of the application process, all applicants are required to take assessments. Western Union has partnered with a 3rd party provider to administer these tests. Applicants will need to provide their name to process the assessments.

#LI-MT #LI-Hybrid

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