Director, Customer Insights and Analytics
Core
Lead the Canadian Retail Customer Insights and Analytics team to transform customer, market, and behavioral data into actionable insights driving business growth and strategic decision-making.
Role type
Senior leadership IC (Director)
Builds
Early warning frameworks, executive dashboards, and reporting systems for customer performance and risk.
Domain
Retail banking / Customer analytics
Deliverable
Dashboards & analysis
Required skills
Customer analytics, market research, business intelligence, customer strategy, team leadership, cross-functional influence, advanced analytical problem-solving, quantitative and qualitative research design, predictive modeling, customer segmentation, journey analytics, KPI development.
Preferred skills
Knowledge of retail banking products, experience with external data integration.
Technologies
Customer analytics tools, survey platforms, focus group management software, market study tools.
Responsibilities
Build and lead a high-performing team of insight professionals; serve as a trusted advisor to senior executives on customer trends and risks; partner with Product, Marketing, Sales, and Operational leaders to identify growth opportunities; design and manage early warning frameworks aligned with macro economic indicators; lead customer segmentation, behavioral analytics, and predictive modeling initiatives; oversee quantitative and qualitative research programs; translate complex data into meaningful business insights; develop and maintain executive dashboards; establish KPIs for customer health and profitability; present findings to executive leadership and governance committees.
Seniority
Director, strategic leadership & team management