Quant Analytics Director

Quantitative Analytics Director, Customer Loyalty Analytics

As Quantitative Analytics Director, youwill play a critical leadership role in advancing a consistent, credible, and insight-driven approach to customer measurement across Business Banking, Consumer Banking, and Wealth Management.

You will lead and develop a team of approximately six analysts, setting analytical priorities and ensuring the team transforms complex quantitative and qualitative customer data into clear insights that help senior leaders understand what is changing in the customer experience, why it is changing, what it means for the business, and where action will have the greatest impact.

You will operate at the intersection of customer experience, analytics, and business strategy.

Key Responsibilities


* Lead and develop a high-performing analytics team.

Provide strategic direction, coaching, and development for a team of approximately six analysts.

Establish priorities, allocate resources, raise the team's analytical capabilities, and foster a culture of collaboration, innovation, intellectual curiosity, and accountability.


* Lead customer loyalty analytics.

Oversee analysis of Satisfaction, Net Promoter Score, and other customer experience measures across lines of business, products, customer segments, and key touchpoints.

Identify meaningful trends and develop clear perspectives on the underlying drivers of improvement or deterioration.


* Translate data into strategic insight.

Connect survey feedback with customer, operational, behavioral, and financial data to identify customer pain points, loyalty drivers, and emerging opportunities.

Translate complex analysis into clear, decision-ready recommendations for business leaders.


* Quantify business impact.

Partner with analytics and business teams to connect customer experience to business outcomes, including balances, revenue, retention, and attrition, and evaluate the economics associated with addressing significant customer pain points.


* Influence customer experience priorities.

Use customer and business insights to help leaders prioritize investments, evaluate strategic initiatives, establish meaningful customer loyalty goals, and assess the effectiveness of actions taken to improve the customer experience.


* Advance AI and analytical innovation.

Lead the adoption of AI, advanced analytics, and emerging analytical techniques to generate richer insights from structured and unstructured customer feedback, accelerate discovery, and improve the quality and scalability of customer experience analytics.


* Deliver executive-level reporting and insights.

Support executive scorecards and management reporting for senior CCB leaders, the Public Responsibility Committee of the Board of Directors, and external regulatory agencies.

Ensure insights are analytically rigorous, clearly communicated, and appropriately contextualized.


* Shape enterprise customer measurement.

Promote consistent ...