Lead end-to-end analytics across Wealth, Commercial and Institutional Banking to drive customer acquisition, relationship deepening, retention, profitability, and operational efficiency.
Define and implement KPIs, dashboards, and performance metrics that inform decision-making and measure business impact.
Apply advanced statistical methods and analytics using tools such as SAS, SQL, Python, R, and similar platforms.
Develop and deploy predictive AI/ML models, segmentation frameworks, and product and pricing analytics to support strategic decisions.
Translate complex analyses into clear, visually compelling insights for executive and business audiences.
Identify, evaluate, and manage data sources; partner with data providers; ensure data quality, security, and infrastructure integrity.
Align analytics strategies and outputs to business objectives and expected outcomes.
Build a deep understanding of customer needs, sentiments, and pain points to enable empathetic, customer-centric decision-making.
Map and analyze end-to-end customer journeys to identify opportunities to improve experiences across channels and touchpoints.
Design and lead qualitative and quantitative research, including surveys and studies, to inform CX strategy and innovation.
Leverage VoC, CSAT, behavioral data, and journey analytics to enhance service offerings and product experiences.
Champion and partner on inner- and outer-loop CX processes to ensure insights drive action.
Collaborate with Product, Marketing, Business Line, and Technology teams to optimize experiences, expand self-service, and streamline journeys.
Build, lead, and develop a high-performing team of data scientists, analysts, CX strategists, and researchers, fostering innovation and continuous learning.
Serve as a trusted advisor and thought leader to senior executives, influencing enterprise and line-of-business strategy through insights.
Develop and execute strategic plans, including goal setting, target segmentation, resource allocation, and performance monitoring.
Drive transformation initiatives focused on efficiency, scalability, and impact.
Proactively identify challenges, develop innovative solutions, and adapt quickly to changing market conditions, technologies, and customer expectations.
Provide overall operational leadership, including financial management, vendor and agency oversight, and talent planning.

Requirements

15+ years of experience in data analytics, customer experience, research, or related fields, with demonstrated leadership in banking, fintech, or financial services.
Master’s degree preferred in Data Analytics, Business, Finance, Economics, or a related quantitative discipline.
Deep expertise in advanced analytics, predictive modeling, AI/ML, and customer experience strategy.
Strong knowledge of Wealth, Commercial and Institutional banking products, including lending, payments, and services for small to mid-sized businesses.
Proficiency with analytics and visualization tools such as Azure, SQL, Python, SAS, Power BI, Tableau, or similar platforms.
Experience with CX platforms (e.g., Qualtrics Experience Manager) and digital banking technologies.
Proven ability to plan, execute, and interpret research and surveys to improve customer experience, with strong empathy for customer needs and emotions.
Strategic mindset with exceptional leadership, communication, and stakeholder management skills.
Advanced capability to lead organizational change across people, culture, technology, and processes.
Strong understanding of the marketing technology ecosystem and applied statistical concepts.
Demonstrated expertise in selecting, managing, and optimizing vendor and agency partnerships.

Benefits

Healthcare (medical, dental, vision)
Basic term and optional term life insurance
Short-term and long-term disability
Pregnancy disability and parental leave
401(k) and employer-funded retirement plan
Paid vacation (from two to five weeks depending on salary grade and tenure)
Up to 11 paid holiday opportunities
Adoption assistance
Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

data analyticscustomer experiencepredictive modelingAImachine learningadvanced statistical methodsKPI definitionperformance metricsqualitative researchquantitative research

Soft Skills

leadershipcommunicationstakeholder managementstrategic mindsetempathyinnovationteam developmentoperational leadershipproblem-solvingadaptability

Certifications

Master’s degree in Data AnalyticsMaster’s degree in BusinessMaster’s degree in FinanceMaster’s degree in Economics