Major Incident Manager leading incident response and resolution in a fast - paced banking and finance domain. Ensuring service level agreements are met in a 24/7 operational environment.
About the role
- Director of Analytics managing customer analytics for key financial services client. Leveraging data sources for insights, segmentation, and performance improvement.
Responsibilities
- Own the day-to-day analytics relationship with the client, ensuring alignment to business priorities
- Manage junior team members working on same client project
- Define and evolve the customer analytics roadmap aligned to business priorities
- Lead the customer analytics workstream, including personalization, predictive modeling, customer lifetime value (CLV), and test-and-learn initiatives
- Lead and mentor on-account analysts, ensuring quality and consistency of delivery
- Ensure tagging and data capture support measurement and reporting needs through partnership with technical teams
- Report to Senior Director, Analytics, Financial Services
- Oversee development and use of data assets and models to support analytics and insights
- Apply customer, Data Source 2.0, and call center data (e.g., dispositions, outcomes, operational KPIs, QA/CSAT signals, omni-channel interactions) to drive segmentation, targeting, and performance optimization
- Enable ETL/ELT, data modeling, and dimensional design for future expansion.
- Own data quality and governance by leading regular audits, enforcing standards, and ensuring trusted, well-defined, and secure data is consistently ready for analytics and decision-making (including sensitive customer data)
- Partner across analytics, engineering, operations, and marketing to execute against client needs
- Support analytics and reporting across BI and visualization tools (e.g., Tableau, Power BI, Looker)
- Support modernization of legacy data and analytics processes
- Maintain documentation standards to support consistent and scalable analytics delivery
Requirements
- Proven experience in analytics or data architecture and data science within an analytics-driven environment (e.g., modeling, mappings, lineage, documentation)
- Strong SQL, Python, R Script, and performance-oriented data design; ETL/ELT experience (SSIS or similar).
- Strong leadership in understanding of data modeling concepts and analytical data structures (facts/dimensions).
- Strong client-facing communication and stakeholder management skills
- Experience leading analytics workstreams, teams, and delivering against business objectives
- Experience working in GCP environments (e.g. BigQuery)
- Experience integrating/modeling Salesforce data for analytics (service/case/activity and customer interaction patterns) (preferred)
- Strong knowledge of emerging capabilities: predictive analytics, unstructured data, text/speech analytics, AI readiness (preferred)
- Proven ownership of Data Science project (preferred)
- Exceptional executive communication / insights narratives / storytelling (preferred)
- Experience in complex, multi-workstream environments (agency or consulting helpful) (preferred)
- Ability to partner with/orchestrate DS, engineering, and analytics (preferred)
Benefits
- Medical, vision, and dental insurance
- Life insurance
- Short-term and long-term disability insurance
- 401k
- Flexible paid time off
- At least 15 paid holidays per year
- Paid sick and safe leave
- Paid parental leave.
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