Business Analytics Lead - Marketing & Customer Analytics
About The Position
At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company’s success. As a Business Analytics Lead within PNC's Marketing & Customer Analytics Customer Interaction Management Strategy & Analytics team within the Data, Modeling & Analytics organization, you will be based in Tyson's Corner, VA, Pittsburgh, PA or Wilmington, DE. The Business Analytics Lead on PNC’s Customer Interaction Management Strategy & Analytics team will develop, implement, and optimize PNC’s shopping strategy and advance the Next Best Action Marketing strategy within its broader customer interaction strategy. This role will shape analytical direction, improve decisioning effectiveness, and translate insights into practical strategies that enhance customer relevance, business performance, and execution consistency. Shopping Strategy: Develop and implement strategies for shopping placement, experience design, governance, orchestration, testing, measurement, and optimization. This includes recommending, testing, and refining business rules and contact policies, optimizing placements and customer experiences, and incorporating customer context into presentments to improve engagement and outcomes. Marketing Strategy: Stabilize and enhance the Next Best Action marketing ecosystem through improved data quality, marketing treatments and intents, decisioning, transparency, reporting, and measurement. The role will identify opportunities to strengthen decisioning effectiveness, improve visibility into strategy execution, establish meaningful performance measures, and develop optimization approaches that drive continuous improvement. The Business Analytics Lead will collaborate with teams across the Customer Interaction Management organization, PNC’s Next Best Action marketing ecosystem, and business functions across the bank to align analytical strategies with customer needs, business objectives, and operational capabilities. The role will influence decisions across analytics, marketing, digital, product, technology, and business teams to deliver scalable customer interaction improvements. Leads the analytics processes across multiple functions or business units leveraging an array of complex analytical tools to create data driven solutions. Serves as mentor to more junior employees. Consults with clients and mentors consultants on tool and strategy implementation and monitoring, statistical scoring, business intelligence, data quality, and analytical product / solution development. Determining the optimal analytic approach and supporting development, implementation and enhancements. Assists peers with guidance on analytic approaches related to more complex solutions. Conceptualizing, developing and continuously optimizing analytical solutions for business leadership to enable data driven decision making. Analyze results and make recommendations for key business partners and senior management or communicate conclusions from complex analytical solutions to a wide range of audiences. PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be: Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions. Managing Risk - Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework.
Requirements
- 5+ years of progressive experience in marketing, customer, channel, or decision analytics, preferably in financial services, with demonstrated ownership of complex analytical problems and measurable business outcomes.
- Strong analytical and problem-solving skills, including the ability to structure ambiguous problems, develop sound analytical approaches, analyze complex data, and synthesize findings into actionable recommendations.
- Experience designing, executing, and interpreting tests and experiments, with a strong understanding of test design, measurement, statistical analysis, and optimization.
- Proficiency with SQL and experience using analytical tools to query, transform, analyze, and visualize data.
- Experience developing measurement frameworks, performance reporting, and analytical insights that improve transparency, support implementation, and enable ongoing optimization.
- Experience analyzing customer interaction, shopping, presentment, contact strategy, or next-best-action marketing performance.
- Ability to assess marketing placement decisioning strategies, business rules, and customer context to evaluate effectiveness, identify optimization opportunities, and inform implementation decisions.
- Strong strategic thinking, leadership, communication, and stakeholder-management skills, with the ability to influence decisions across analytics, marketing, digital, product, technology, and business teams.
- Ability to translate complex analytical findings into concise, compelling recommendations and practical optimization strategies for senior leaders and diverse cross-functional audiences.
- Bachelors degree (In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered).
Nice To Haves
- Experience with Python or similar programming languages is preferred.
- Knowledge of customer journey orchestration, decision management, and next-best-action concepts.
- Experience with Pegasystems Customer Decision Hub or similar platforms is advantageous.
- Experience establishing analytical governance, data quality standards, optimization frameworks, or decisioning measurement processes is beneficial.
- Analytical Thinking
- Business Intelligence (BI)
- Concept Development
- Data-Driven Decision Making
- Data Integration
- Market Research
- Performance Metrics
- Qualitative Research
- Strategic Planning
- Business Acumen
- Business Analytics
- Consulting
- Decision Making and Critical Thinking
- Effective Communications
- Emerging Technologies
Responsibilities
- Develop, implement, and optimize PNC’s shopping strategy.
- Advance the Next Best Action Marketing strategy within its broader customer interaction strategy.
- Shape analytical direction, improve decisioning effectiveness, and translate insights into practical strategies.
- Recommend, test, and refine business rules and contact policies.
- Optimize placements and customer experiences.
- Incorporate customer context into presentments to improve engagement and outcomes.
- Stabilize and enhance the Next Best Action marketing ecosystem through improved data quality, marketing treatments and intents, decisioning, transparency, reporting, and measurement.
- Identify opportunities to strengthen decisioning effectiveness, improve visibility into strategy execution, establish meaningful performance measures, and develop optimization approaches.
- Collaborate with teams across the Customer Interaction Management organization, PNC’s Next Best Action marketing ecosystem, and business functions across the bank.
- Align analytical strategies with customer needs, business objectives, and operational capabilities.
- Influence decisions across analytics, marketing, digital, product, technology, and business teams to deliver scalable customer interaction improvements.
- Lead analytics processes across multiple functions or business units leveraging an array of complex analytical tools to create data driven solutions.
- Serve as a mentor to more junior employees.
- Consult with clients and mentors consultants on tool and strategy implementation and monitoring, statistical scoring, business intelligence, data quality, and analytical product / solution development.
- Determine the optimal analytic approach and support development, implementation, and enhancements.
- Assist peers with guidance on analytic approaches related to more complex solutions.
- Conceptualize, develop, and continuously optimize analytical solutions for business leadership to enable data driven decision making.
- Analyze results and make recommendations for key business partners and senior management.
- Communicate conclusions from complex analytical solutions to a wide range of audiences.
Benefits
- medical/prescription drug coverage (with a Health Savings Account feature)
- dental and vision options
- employee and spouse/child life insurance
- short and long-term disability protection
- 401(k) with PNC match
- pension and stock purchase plans
- dependent care reimbursement account
- back-up child/elder care
- adoption, surrogacy, and doula reimbursement
- educational assistance, including select programs fully paid
- a robust wellness program with financial incentives
- maternity and/or parental leave
- up to 11 paid holidays each year
- 9 occasional absence days each year, unless otherwise required by law
- between 15 to 25 vacation days each year, depending on career level; and years of service
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What This Job Offers
Job Type
Full-time
Career Level
Senior
