Senior Customer Insights Expert at Smile, bridging data and human experience for an international financial institution. Conduct thorough analysis and convey customer insights effectively.
About the role
- SVP role leading Data Analytics and Customer Experience at U.S. Bank. Driving insights and analytics for Wealth, Commercial, and Institutional Banking initiatives.
Responsibilities
- 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
Job title
Job type
Experience level
Salary
Degree requirement
Tech skills
Location requirements
Consumer Data Analyst at Bulk analyzing customer insights and behavior across sports nutrition landscape. Collaborating with marketing teams to drive consumer - centric decisions with data.
Junior Data Analyst managing data pipelines for operations, finance, and customer experience teams at Tails.com. Aiding in data quality, availability, and identifying opportunities for improvements.
Quantitative Analyst developing stock selection models for systematic and fundamental investment strategies at Columbia Threadneedle Investments. Collaborating with analysts and portfolio managers to enhance research and analytics platforms.
Financial Analyst managing project budgets and financial tracking at Ameriprise India LLP. Supporting accurate reporting and insights using SQL, Power BI, and Jira.
Manager, Data Analytics & Reporting overseeing enterprise - wide data strategy and analytics functions at the Condominium Authority of Ontario. Leading a high - performing team to enhance business performance with data - driven insights.
Commercial Data Analyst responsible for analytics and insights for the Commercial organization at Marathon Petroleum. Collaborating with teams to enhance data processes and deliver actionable insights.
Supports the development of performance marketing projects in a flexible, collaborative environment at Northern Trust. Engages in cross - functional teamwork and utilizes analytics to enhance campaign performance.
Data Analyst II focused on monitoring IoT - enabled products for Generac. Analyzing data to enhance performance and customer experience with cutting - edge energy technology solutions.
Data Analytics Intern at leading family fintech company building AI - powered reporting automation. Collaborating with Marketing Science team to deliver impactful projects for families.