Business Insights Leader- Customer Quality

Citizens • Westwood, MA • 14h ago

Description

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.

Key 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.

Qualifications

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.

Hours & Work Schedule

Hours per Week: 40

Work Schedule: Monday-Friday

Hybrid schedule: 4 days on site at a Citizens corporate office and 1 day remote

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide 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. At Citizens, we are committed to 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.

Why Work for Us

At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth

Background Check

Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.

12/26/2025

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