Director of Customer Analytics

At Liberty, we strive to maximize our impact and exceed goals by investing in our teammates to deepen our relationships in the workplace and communities we serve. We take pride in promoting a socially responsible and sustainable future through initiatives and investment.

SUMMARY OF THE JOB:
The Director, Customer Analytics, will be responsible for the advancement of customer analytics to inform impactful execution and drive business growth by understanding, measuring and predicting Customer behavior throughout the financial product purchase life cycle. The role will leverage disparate data sources to analyze and provide actionable insights supporting business decisions, which will require a hands-on data management attitude, intellectual curiosity, and problem-solving skills to turn data into business recommendations and actions.
This role will also act as a consultative thought leader to solve business questions across different lines of business, requiring a strong sense of partnership with cross functional leaders and technology. The role will also be responsible for supporting our customer commitment to grow meaningful and valuable customer relationships. Specifically, this role will design programs to help Liberty Bank understand how we can Attract, Retain, and Deepen (ARD) customer relationships.

ESSENTIAL FUNCTIONS:
In order to advance our overall data and analytics strategy and capabilities for the Bank we require teammates with the following skills:

• Set analytical direction and design fit for purpose customer data use cases by reviewing, challenging, guiding and applying advanced analytical techniques to solve specific business challenges. Build value by acquiring more of the right customers, increasing loyalty and maximizing lifetime value. E.g. strategic targeting with prospects, opportunity identification, lead scoring, leveraging data to develop signals/alerts for sales enablement, etc.
• Ensure methodological rigor, transparency, and consistency in analytics across markets, including clear documentation of assumptions, limitations, and implications for business decision-making.
• Collaborate with cross-functional teams (e.g. sales/product/operations/risk) to identify and progress customer data driven use cases based on business line requirements.
• Develop playbooks and toolkits to expand best-in-class scalable analytics for Liberty Bank.
• Identify and review AI opportunities to advance customer analytics capabilities and accelerate business growth with a clear understanding of risks, limitations, and appropriate use cases
• Continue to advance the culture of insightfulness and leveraging customer insights to influence strategies and tactics to drive business growth.
• Develop and maintain financial models and dashboards, identifying insights to boost profitability and customer experience

MINIMUM KNOWLEDGE/SKILLS:

• Bachelor’s or MBA degree in the field of computer science, information systems, business administration, or marketing, with statistical / mathematical knowledge.
• 15 years’ hands on experience in data science, modeling, insights, research, data management, and customer-centric design
• Ability and experience across descriptive, predictive, and prescriptive analytics (e.g., Key drivers analysis, factor analysis, cross-sell/churn propensity models, lead scoring/next best customer, conjoint analysis, cluster analysis, next best offer, segmentation/personas, Customer Lifetime Value (CLTV) etc.) to inform use cases and support impactful activation and strategy development.
• Demonstrable hands-on experience handling research and survey data for analysis: managing samples, weights, quotas, and understanding bases for modeling
• Ability to communicate complex subject matter to stakeholders with a wide array of technical levels. Strong project management and relationship management skills with an ability to effectively manage competing priorities.
• Practical familiarity with analytics and business intelligence tools and marketing/data platforms.
• Preferred tools: Python, Alteryx, Power BI, Tableau and Adobe Analytics.
• Preferred platforms: Salesforce or other tools related to CRM analytics web
• Strong organizational skills with an ability to effectively manage competing priorities
• Data management experience: Collect, structure, and analyze data sets from multiple sources (e.g., Internal single customer view, 3rd party data, survey data, etc.) and partner with IT partners to ensure data readiness and availability for analysis.
• Experience working with large data sets and distributed computing technologies (Snowflake, BigQuery, etc.)
• Ability to source and integrate data from multiple source types, including databases, files, APIs and logs

PHYSICAL REQUIREMENTS:

• General Office Equipment
• Keyboard Dexterity
• Prolonged Sitting

COMPLIANCE:
Acts affirmatively in all activities under his/her control in conformance with the Bank’s Affirmative Action, Equal Employment Opportunity, and Fair Lending Programs to achieve the Bank’s goals and objectives. The Bank shall provide equal employment opportunity to all qualified persons, and continue to recruit, hire, train and evaluate persons in all jobs without regard to race, color, religion, sex, national origin, or veteran status.

Liberty Bank is an Equal Opportunity employer. It is the policy of Liberty Bank to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.