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Customer Insights Enablement Lead

Charlotte, North Carolina;

Job Description:

At Bank of America, data drives the decision-making process.  The Decision Science team works across the organization to help shape Bank of America’s business by developing quantitative and qualitative solutions that provide actionable data informing the strategic direction of the organization’s financial products, marketing, and operations.  Within the Decision Science team, the Personalization Decision Enablement team centrally manages the next best offer and communication decisioning process, informing customer interactions with the Bank’s customer service representatives and within our online and mobile banking applications.  The Personalization Decision Enablement team is currently hiring for a Customer Insights Enablement Lead.  Members of the team are expected and empowered to:

  • Leverage models and performance data to determine the relative value of customer messages. 
  • Conduct and implement statistical tests to develop the performance targeting logic to apply to products, offers, channels, and customer segments. 
  • Analyze the performance of targeting decisions to recommend refinements to logic. 
  • Simplify and improve the customer message targeting process to be more efficient. 
  • Provide reporting and analysis on the impact of next-best-offer prioritization and targeting rules. 
  • Develop and transform customer messaging capabilities to the future state through various enhancements including technology improvements, platform integration, process re-design, real-time capabilities, improved measurement feedback, etc. 
  • Identify and integrate channels to leverage centralized logic, further enabling a deliberately orchestrated customer experience. 
  • Develop new customer behavior insights through data mining. 
  • Work with business partners to design analytical framework to implement customer behavior insights in customer message and content decisions

As the Customer Insights Enablement Lead on the Personalization Decision Enablement team, the successful candidate will engage in an end-to-end process covering analytics, technology and process development, marketing activation, compliance requirements, and performance measurement.  You will take part in the analytical discovery of customer behavior insights and in leveraging those insights and their predictive power in the message prioritization process.  You will work with technology, product managers, channel managers, and marketing to develop and implement capabilities to enable timely, automated decisioning about message targeting and prioritization to personalize each individual customer’s interaction with Bank of America.  You will be responsible for developing and documenting procedures for event identification and understanding strategic goals, business requirements, and compliance requirements associated with leveraging customer behavior insights in next-best-action decisions.  The Customer Insights Enablement Lead will continually improve the targeting and personalization of customer messages by measuring the performance of prior decisions to feed into the next-best-action decisioning platform and deliver the right message at the right time via the optimal channel.  The job is technically demanding and requires a quantitative skillset.  

Specific responsibilities include:

  • Identifying, classifying, and leveraging online and mobile browsing behavior to develop customer behavior insights into product interest and propensity 
  • Prioritizing customer messaging using observed and analytically-validated customer behaviors, events, and intents 
  • Enabling the implementation framework to vary customer messaging or priority based on events, time from event, and propensity lift from event.  
  • Measuring the effectiveness, developing reports, and delivering the story of how customer behavior insights quantitatively and qualitatively improve personalized messaging. 
  • Designing scenario analysis and a testing framework to evaluate the impact of customer behavior insights. 
  • Transitioning the use of customer behavior insights from a daily refresh to real-time execution. 
  • Collaborating with model developers to integrate customer behavior insight data into predictive models for individual-level response and propensity. 
  • Partnering with technology teams on capabilities development projects that enable automated use of customer insight events, activation of events in real-time, and syndication of events through multiple uses and channels.

The qualified candidate should have a passion for…

  • Navigating the organization: Building relationships and collaborating with partners over diverse functional areas including technology, modeling, data management, and marketing channel execution. 
  • Data Savvy: Comfortable with a large volume of unstructured data and having the ability to identify and leverage key metrics for prioritization and measurement of effectiveness. 
  • How stuff works: Ability to ask the right question and quickly digest information about business process, technology systems, and data to understand how to implement analytic solutions within these processes. 
  • Analytics Integration: Ability to apply analytics and performance measurement to a body of knowledge, including organizational, data, process, and technology, to improve prioritization through trade-off and what-if scenario analysis. 
  • Story Telling: Ability to explain role, project, business, and customer value in executive-level presentations with metrics supporting the insights; robust written and verbal communication skills. 
  • Right tools: Hands-on analytics experience with PYTHON, SAS, and SQL for data analytics; advanced MS Excel and MS PowerPoint skills.
     

Desired Skills:

  • Working with and implementing output from statistical models, specifically response and valuation models, or niche predictive customer events. 
  • Development of automated customer marketing or decisioning solutions whether engaging as a business partner from analytics or marketing or from within a technology team. 
  • Strong project management skills characterized by the ability to manage multiple projects simultaneously and a high level of attention to detail. 
  • Academic degree and experience in the field of decision sciences, business intelligence, database marketing, operations research, applied mathematics, computer science, statistics/probability, or other quantitative discipline.
     

Job Band:

H4

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Monday - Friday 8 am - 5 pm

Referral Bonus Amount:

0

Job Description:

At Bank of America, data drives the decision-making process.  The Decision Science team works across the organization to help shape Bank of America’s business by developing quantitative and qualitative solutions that provide actionable data informing the strategic direction of the organization’s financial products, marketing, and operations.  Within the Decision Science team, the Personalization Decision Enablement team centrally manages the next best offer and communication decisioning process, informing customer interactions with the Bank’s customer service representatives and within our online and mobile banking applications.  The Personalization Decision Enablement team is currently hiring for a Customer Insights Enablement Lead.  Members of the team are expected and empowered to:

  • Leverage models and performance data to determine the relative value of customer messages. 
  • Conduct and implement statistical tests to develop the performance targeting logic to apply to products, offers, channels, and customer segments. 
  • Analyze the performance of targeting decisions to recommend refinements to logic. 
  • Simplify and improve the customer message targeting process to be more efficient. 
  • Provide reporting and analysis on the impact of next-best-offer prioritization and targeting rules. 
  • Develop and transform customer messaging capabilities to the future state through various enhancements including technology improvements, platform integration, process re-design, real-time capabilities, improved measurement feedback, etc. 
  • Identify and integrate channels to leverage centralized logic, further enabling a deliberately orchestrated customer experience. 
  • Develop new customer behavior insights through data mining. 
  • Work with business partners to design analytical framework to implement customer behavior insights in customer message and content decisions

As the Customer Insights Enablement Lead on the Personalization Decision Enablement team, the successful candidate will engage in an end-to-end process covering analytics, technology and process development, marketing activation, compliance requirements, and performance measurement.  You will take part in the analytical discovery of customer behavior insights and in leveraging those insights and their predictive power in the message prioritization process.  You will work with technology, product managers, channel managers, and marketing to develop and implement capabilities to enable timely, automated decisioning about message targeting and prioritization to personalize each individual customer’s interaction with Bank of America.  You will be responsible for developing and documenting procedures for event identification and understanding strategic goals, business requirements, and compliance requirements associated with leveraging customer behavior insights in next-best-action decisions.  The Customer Insights Enablement Lead will continually improve the targeting and personalization of customer messages by measuring the performance of prior decisions to feed into the next-best-action decisioning platform and deliver the right message at the right time via the optimal channel.  The job is technically demanding and requires a quantitative skillset.  

Specific responsibilities include:

  • Identifying, classifying, and leveraging online and mobile browsing behavior to develop customer behavior insights into product interest and propensity 
  • Prioritizing customer messaging using observed and analytically-validated customer behaviors, events, and intents 
  • Enabling the implementation framework to vary customer messaging or priority based on events, time from event, and propensity lift from event.  
  • Measuring the effectiveness, developing reports, and delivering the story of how customer behavior insights quantitatively and qualitatively improve personalized messaging. 
  • Designing scenario analysis and a testing framework to evaluate the impact of customer behavior insights. 
  • Transitioning the use of customer behavior insights from a daily refresh to real-time execution. 
  • Collaborating with model developers to integrate customer behavior insight data into predictive models for individual-level response and propensity. 
  • Partnering with technology teams on capabilities development projects that enable automated use of customer insight events, activation of events in real-time, and syndication of events through multiple uses and channels.

The qualified candidate should have a passion for…

  • Navigating the organization: Building relationships and collaborating with partners over diverse functional areas including technology, modeling, data management, and marketing channel execution. 
  • Data Savvy: Comfortable with a large volume of unstructured data and having the ability to identify and leverage key metrics for prioritization and measurement of effectiveness. 
  • How stuff works: Ability to ask the right question and quickly digest information about business process, technology systems, and data to understand how to implement analytic solutions within these processes. 
  • Analytics Integration: Ability to apply analytics and performance measurement to a body of knowledge, including organizational, data, process, and technology, to improve prioritization through trade-off and what-if scenario analysis. 
  • Story Telling: Ability to explain role, project, business, and customer value in executive-level presentations with metrics supporting the insights; robust written and verbal communication skills. 
  • Right tools: Hands-on analytics experience with PYTHON, SAS, and SQL for data analytics; advanced MS Excel and MS PowerPoint skills.
     

Desired Skills:

  • Working with and implementing output from statistical models, specifically response and valuation models, or niche predictive customer events. 
  • Development of automated customer marketing or decisioning solutions whether engaging as a business partner from analytics or marketing or from within a technology team. 
  • Strong project management skills characterized by the ability to manage multiple projects simultaneously and a high level of attention to detail. 
  • Academic degree and experience in the field of decision sciences, business intelligence, database marketing, operations research, applied mathematics, computer science, statistics/probability, or other quantitative discipline.
     

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-22053708

Band: H4

Manages People: No

Travel: Yes, 10% of the time

Manager:

Talent Acquisition Contact:

Kevin Ruskin

Referral Bonus:

0