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Salary: USD 151,000 - 218,950 / annual
Moody's Banking Customer Engagement team is seeking a Director, Customer Intelligence & Performance to lead data strategy, analytics, and intelligence capabilities that enable the organization to understand, anticipate, and act on customer needs in the banking segment.
In this role, you will define and execute the data strategy for Banking Customer Engagement, determining what intelligence is needed, where it lives, how it flows, and who consumes it. You will architect the customer intelligence data model across platforms including Databricks, Salesforce, and Gainsight to establish a unified, trusted view of customer health. A key responsibility is designing and building agentic workflows that combine quantitative data (usage, adoption, renewal, revenue) and qualitative signals (feedback, escalations, executive sentiment) to deliver real-time, actionable intelligence.
You will lead the development of predictive models and intelligence frameworks that identify customer retention risk, adoption challenges, expansion opportunities, escalation and delivery risk, and executive engagement opportunities. You'll own the analytics behind the Voice of the Customer program, consolidating insights from NPS, customer feedback, escalations, support data, and adoption signals to provide actionable, data-backed recommendations.
Additional responsibilities include building and maintaining executive dashboards and performance scorecards across retention, adoption, customer health, and growth metrics; partnering with Product, Engineering, Data, Sales, and Revenue Operations teams to define intelligence use cases; and serving as the primary liaison between Customer Engagement and technical teams to ensure initiatives are scoped, prioritized, and delivered effectively.
The Banking Customer Engagement team works at the intersection of data, technology, and customer strategy, leveraging advanced analytics, AI-powered insights, and agentic workflows to drive retention, growth, and executive engagement at scale.
REQUIREMENTS:
- 8+ years of experience in data strategy, analytics, business intelligence, or customer intelligence roles
- Strong background in data modeling, data architecture, and analytics platforms including Databricks, Salesforce, and Gainsight
- Demonstrated experience designing and implementing predictive analytics, customer health scoring, or agentic/AI-driven workflows
- Deep understanding of the banking segment and financial services customer dynamics, including retention, adoption, and growth motions
- Proven ability to translate complex data into clear, actionable business recommendations for non-technical stakeholders
- Strong cross-functional collaboration skills with experience partnering across Customer Success, Sales, Product, Engineering, and Data teams
- Experience building executive dashboards, performance scorecards, and operational reporting frameworks; preferred experience in B2B SaaS, financial data, or enterprise software environments
- Deep expertise in artificial intelligence, with a track record of implementing advanced AI solutions to drive strategic transformation and operational efficiency
- Strong experience using AI tools to lead innovation initiatives
- Demonstrated leadership in managing AI-related risks, ensuring ethical governance, and fostering a culture of responsible AI adoption across the organization
- Bachelor's degree in Data Science, Computer Science, Mathematics, Statistics, Business Analytics, or a related field; advanced degree preferred
