Job DescriptionThe Head of Decisioning Analytics & Optimization is an analytics leader responsible for the performance, measurement, and governance of Citizens' enterprise decisioning ecosystem, powered by Pega Customer Decision Hub (CDH).
This role leads a centralized Decisioning Analytics team accountable for measuring business value, optimizing Adaptive Decisioning (ADM), ensuring transparency and compliance, and continuously improving Next-Best-Action (NBA) outcomes across channels and lines of business. The role partners closely with Marketing, Product, Enterprise Data & Analytics, Technology, Risk, and Compliance teams to ensure decisioning capabilities deliver measurable impact for both customers and the bank.
Key Responsibilities- Own the framework for measuring customer and financial value generated by NBAs, partnering with Marketing Measurement and ED&A to ensure consistent, credible outcomes reporting and insights.
- Lead monitoring and optimization of Adaptive Decisioning (ADM) performance, establishing standards across platform, channel, action, and treatment levels.
- Ensure decisioning transparency by translating model-driven outcomes into clear business rationale, including why decisions were made and how constraints and values influenced outcomes.
- Oversee governance of decisioning inputs including predictive values, business value frameworks, constraints, contact policies, and prioritization logic.
- Coordinate with Risk, Compliance, Legal, and Model Risk Management to ensure decisioning analytics adhere to governance and regulatory expectations.
- Lead analysis of NBA performance, contact policies, and message placement to balance business outcomes, customer experience, and channel constraints.
- Identify NBA gaps and opportunities and support data-driven prioritization across customer segments, products, lifecycle stages, and channels.
- Provide analytics leadership to support expansion of NBAs into new channels and journeys, including success metrics and test-and-learn approaches.
- Develop and maintain the Decisioning Analytics roadmap, including tooling, dashboards, governance routines, and operating cadence.
People Leadership- Build and lead a high-performing Decisioning Analytics team.
- Mentor and develop team members across decisioning science, analytics rigor, and business storytelling.
- Foster a culture of accountability, transparency, and measurable impact.
Required Qualifications- 8-12+ years of experience in decisioning analytics, marketing analytics, customer analytics, or optimization, preferably in a regulated environment.
- Experience with Pega Customer Decision Hub and Adaptive Decisioning.
- Demonstrated leadership translating analytics into business and customer outcomes.
- Experience with experimentation, optimization, and performance measurement.
- Strong cross-functional partnership and stakeholder influence skills.
- Hands-on experience with analytics tools and data.
Preferred Qualifications- Familiarity with model governance and regulatory expectations.
- Experience with contact policy management and multi-channel decisioning.
- Strong communication skills and executive presence.
Hours & Work Schedule- Hours per Week: 40
- Work Schedule: Monday - Friday
- Hybrid: 4 days per week on-site, 1 day remote
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