Business Insights Leader- Customer Quality

Citizens Bank • Philadelphia, PA

92d • Hybrid

About The Position

Citizens' Consumer Deposits team is seeking a Business Insights Leader- Customer Quality with strong analytical skills, intellectual curiosity, and a passion for uncovering insights that drive strategic decision-making. This role will focus on evaluating the quality of acquired households and the effectiveness of acquisition strategies, channels, and tactics. You will play a key role in shaping acquisition strategy by sourcing data, building analyses, and delivering actionable insights that inform business decisions.

Requirements

• Bachelor's degree in a quantitative field (e.g., Finance, Economics, Statistics, Analytics, Data Science, Math, Engineering); Master's or MBA preferred.
• 5+ years of experience in business analysis or data analytics, preferably within banking or financial services.
• Strong SQL skills and experience working with large datasets; Python proficiency preferred.
• Familiarity with statistical modeling and machine learning techniques.
• Demonstrated intellectual curiosity and thought leadership in solving ambiguous business problems.
• Excellent communication skills, including the ability to present complex analyses and insights to executive-level stakeholders in a clear, concise, and compelling manner.
• Experience building dashboards and reports using tools like Tableau, Power BI, or similar.
• Ability to work independently in a fast-paced, agile environment with evolving priorities.

Responsibilities

• Analyze acquisition performance across various channels, products, and customer segments to assess household quality, profitability, and long-term value.
• Evaluate customer engagement and deepening effectiveness post-acquisition to identify opportunities for improving retention, cross-sell, and overall customer value.
• Develop insights that inform acquisition strategy, targeting, and optimization across digital, branch, referral, and third-party sources.
• Source, clean, and structure data from multiple systems to support robust analysis and reporting.
• Build predictive, diagnostic, and descriptive analytics to evaluate acquisition outcomes and identify improvement opportunities.
• Partner with cross-functional teams (e.g., Product, Finance, Data, Customer Experience, Operations) to align insights with business priorities and influence strategic direction.
• Design and execute test-and-learn initiatives to evaluate acquisition and engagement tactics and accelerate learning.
• Create compelling visualizations and narratives that translate complex data into clear, actionable recommendations for stakeholders.
• Communicate findings effectively to senior and executive audiences, tailoring messaging to drive clarity, alignment, and strategic action.
• Maintain a strong understanding of retail banking product economics and customer behavior to contextualize findings.
• Uphold data governance standards and ensure compliance with privacy and regulatory requirements.

What This Job Offers

• Industry: Credit Intermediation and Related Activities
• Education Level: Bachelor's degree