Data Analyst at Petco utilizing advanced analytical techniques to optimize customer behavior insights. Collaborating with teams to influence decisions, enhance retention, and improve performance.
About the role
- SVP role leading Data Analytics and Customer Experience at U.S. Bank. Driving insights and analytics for Wealth, Commercial, and Institutional Banking initiatives.
Responsibilities
- Lead end-to-end analytics across Wealth, Commercial and Institutional Banking to drive customer acquisition, relationship deepening, retention, profitability, and operational efficiency.
- Define and implement KPIs, dashboards, and performance metrics that inform decision-making and measure business impact.
- Apply advanced statistical methods and analytics using tools such as SAS, SQL, Python, R, and similar platforms.
- Develop and deploy predictive AI/ML models, segmentation frameworks, and product and pricing analytics to support strategic decisions.
- Translate complex analyses into clear, visually compelling insights for executive and business audiences.
- Identify, evaluate, and manage data sources; partner with data providers; ensure data quality, security, and infrastructure integrity.
- Align analytics strategies and outputs to business objectives and expected outcomes.
- Build a deep understanding of customer needs, sentiments, and pain points to enable empathetic, customer-centric decision-making.
- Map and analyze end-to-end customer journeys to identify opportunities to improve experiences across channels and touchpoints.
- Design and lead qualitative and quantitative research, including surveys and studies, to inform CX strategy and innovation.
- Leverage VoC, CSAT, behavioral data, and journey analytics to enhance service offerings and product experiences.
- Champion and partner on inner- and outer-loop CX processes to ensure insights drive action.
- Collaborate with Product, Marketing, Business Line, and Technology teams to optimize experiences, expand self-service, and streamline journeys.
- Build, lead, and develop a high-performing team of data scientists, analysts, CX strategists, and researchers, fostering innovation and continuous learning.
- Serve as a trusted advisor and thought leader to senior executives, influencing enterprise and line-of-business strategy through insights.
- Develop and execute strategic plans, including goal setting, target segmentation, resource allocation, and performance monitoring.
- Drive transformation initiatives focused on efficiency, scalability, and impact.
- Proactively identify challenges, develop innovative solutions, and adapt quickly to changing market conditions, technologies, and customer expectations.
- Provide overall operational leadership, including financial management, vendor and agency oversight, and talent planning.
Requirements
- 15+ years of experience in data analytics, customer experience, research, or related fields, with demonstrated leadership in banking, fintech, or financial services.
- Master’s degree preferred in Data Analytics, Business, Finance, Economics, or a related quantitative discipline.
- Deep expertise in advanced analytics, predictive modeling, AI/ML, and customer experience strategy.
- Strong knowledge of Wealth, Commercial and Institutional banking products, including lending, payments, and services for small to mid-sized businesses.
- Proficiency with analytics and visualization tools such as Azure, SQL, Python, SAS, Power BI, Tableau, or similar platforms.
- Experience with CX platforms (e.g., Qualtrics Experience Manager) and digital banking technologies.
- Proven ability to plan, execute, and interpret research and surveys to improve customer experience, with strong empathy for customer needs and emotions.
- Strategic mindset with exceptional leadership, communication, and stakeholder management skills.
- Advanced capability to lead organizational change across people, culture, technology, and processes.
- Strong understanding of the marketing technology ecosystem and applied statistical concepts.
- Demonstrated expertise in selecting, managing, and optimizing vendor and agency partnerships.
Benefits
- Healthcare (medical, dental, vision)
- Basic term and optional term life insurance
- Short-term and long-term disability
- Pregnancy disability and parental leave
- 401(k) and employer-funded retirement plan
- Paid vacation (from two to five weeks depending on salary grade and tenure)
- Up to 11 paid holiday opportunities
- Adoption assistance
- Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law
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