Head of Decisioning Analytics & Optimization

Citizens • Pittsburgh, PA

2d • Hybrid

About The Position

At Citizens, we are transforming how we engage customers by delivering relevant, responsible, and personalized experiences at scale. The Head of Decisioning Analytics & Optimization is an analytics leader responsible for the performance, measurement, and governance of Citizens’ enterprise decisioning ecosystem, powered by Pega Customer Decision Hub (CDH).

This role leads a centralized Decisioning Analytics team accountable for measuring business value, optimizing Adaptive Decisioning (ADM), ensuring transparency and compliance, and continuously improving Next-Best-Action (NBA) outcomes across channels and lines of business. The role partners closely with Marketing, Product, Enterprise Data & Analytics, Technology, Risk, and Compliance teams to ensure decisioning capabilities deliver measurable impact for both customers and the bank.

Requirements

• 8–12+ years of experience in decisioning analytics, marketing analytics, customer analytics, or optimization, preferably in a regulated environment.
• Experience with Pega Customer Decision Hub and Adaptive Decisioning.
• Demonstrated leadership translating analytics into business and customer outcomes.
• Experience with experimentation, optimization, and performance measurement.
• Strong cross-functional partnership and stakeholder influence skills.
• Hands-on experience with analytics tools and data.

Nice To Haves

• Familiarity with model governance and regulatory expectations.
• Experience with contact policy management and multi-channel decisioning.
• Strong communication skills and executive presence.

Responsibilities

• Own the framework for measuring customer and financial value generated by NBAs, partnering with Marketing Measurement and ED&A to ensure consistent, credible outcomes reporting and insights.
• Lead monitoring and optimization of Adaptive Decisioning (ADM) performance, establishing standards across platform, channel, action, and treatment levels.
• Ensure decisioning transparency by translating model-driven outcomes into clear business rationale, including why decisions were made and how constraints and values influenced outcomes.
• Oversee governance of decisioning inputs including predictive values, business value frameworks, constraints, contact policies, and prioritization logic.
• Coordinate with Risk, Compliance, Legal, and Model Risk Management to ensure decisioning analytics adhere to governance and regulatory expectations.
• Lead analysis of NBA performance, contact policies, and message placement to balance business outcomes, customer experience, and channel constraints.
• Identify NBA gaps and opportunities and support data-driven prioritization across customer segments, products, lifecycle stages, and channels.
• Provide analytics leadership to support expansion of NBAs into new channels and journeys, including success metrics and test-and-learn approaches.
• Develop and maintain the Decisioning Analytics roadmap, including tooling, dashboards, governance routines, and operating cadence.
• Build and lead a high-performing Decisioning Analytics team.
• Mentor and develop team members across decisioning science, analytics rigor, and business storytelling.
• Foster a culture of accountability, transparency, and measurable impact.

Benefits

• Equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws.
• Fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism.
• Employment decisions are based solely on merit, qualifications, performance and capability.
• Background check may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed