Head of Consumer Bank Data Analytics, CX and Research

Role Overview

• Lead end‑to‑end analytics across Consumer Banking to improve customer acquisition, relationship deepening, retention, profitability, and operational efficiency.
• Define and implement KPIs, dashboards, and performance metrics aligned to business outcomes.
• Develop and deploy predictive AI/ML models, segmentation frameworks, and product and pricing analytics.
• Apply advanced statistical methods to analyze, synthesize, and interpret complex data.
• Ensure insights strategies align with Consumer Banking goals and expected outcomes.
• Present insights in clear, visually compelling formats for executive and business audiences.
• Identify, acquire, and manage data sources while ensuring data quality, governance, and security.
• 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 touchpoints.
• Design and lead qualitative and quantitative research to inform CX strategy, product innovation, and service improvements.
• Leverage VoC, CSAT, behavioral analytics, and journey insights to drive continuous CX improvement.
• Champion and partner on inner‑ and outer‑loop CX processes to ensure insights lead to action.
• Collaborate with Product, Marketing, Business Line, and Technology partners to optimize experiences and expand self‑service capabilities.
• Build, lead, and develop high‑performing teams of data scientists, analysts, CX strategists, and researchers.
• Serve as a trusted advisor and thought leader to senior and executive leadership.
• Align analytics and CX initiatives with enterprise and Consumer Banking strategies.
• Drive transformation initiatives focused on efficiency, scalability, and impact.
• Anticipate and respond 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 consumer banking products, including deposits, lending, payments, and digital services.
• Proficiency with analytics and visualization platforms such as Azure, SQL, Python, SAS, Power BI, Tableau, or similar tools.
• Experience with CX platforms (e.g., Qualtrics Experience Manager) and digital banking technologies.
• Exceptional leadership, communication, and stakeholder-management skills.
• Proven ability to plan, execute, and interpret research and surveys to improve customer experience, with strong empathy for customer needs.
• Advanced capability to lead organizational change across people, culture, technology, and processes.
• Strong understanding of marketing technology ecosystems and applied statistical concepts.
• Demonstrated expertise in selecting, managing, and optimizing vendor and agency partnerships.

Tech Stack

• Azure
• Python
• SQL
• Tableau

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