Head of Decisioning Analytics & Optimization

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    "ExternalDescriptionStr": "<p>At Citizens, we are transforming how we engage customers by delivering relevant, responsible, and personalized experiences at scale. The Head of Decisioning Analytics &amp; Optimization is an analytics leader responsible for the performance, measurement, and governance of Citizens’ enterprise decisioning ecosystem, powered by Pega Customer Decision Hub (CDH).</p><p>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 &amp; Analytics, Technology, Risk, and Compliance teams to ensure decisioning capabilities deliver measurable impact for both customers and the bank.</p><h2>Key Responsibilities</h2><ul style=\"list-style-type: disc; padding-left: 24px;\"><li><p>Own the framework for measuring customer and financial value generated by NBAs, partnering with Marketing Measurement and ED&amp;A to ensure consistent, credible outcomes reporting and insights.</p></li><li><p>Lead monitoring and optimization of Adaptive Decisioning (ADM) performance, establishing standards across platform, channel, action, and treatment levels.</p></li><li><p>Ensure decisioning transparency by translating model-driven outcomes into clear business rationale, including why decisions were made and how constraints and values influenced outcomes.</p></li><li><p>Oversee governance of decisioning inputs including predictive values, business value frameworks, constraints, contact policies, and prioritization logic.</p></li><li><p>Coordinate with Risk, Compliance, Legal, and Model Risk Management to ensure decisioning analytics adhere to governance and regulatory expectations.</p></li><li><p>Lead analysis of NBA performance, contact policies, and message placement to balance business outcomes, customer experience, and channel constraints.</p></li><li><p>Identify NBA gaps and opportunities and support data-driven prioritization across customer segments, products, lifecycle stages, and channels.</p></li><li><p>Provide analytics leadership to support expansion of NBAs into new channels and journeys, including success metrics and test-and-learn approaches.</p></li><li><p>Develop and maintain the Decisioning Analytics roadmap, including tooling, dashboards, governance routines, and operating cadence.</p></li></ul><h2>People Leadership</h2><ul style=\"list-style-type: disc; padding-left: 24px;\"><li><p>Build and lead a high-performing Decisioning Analytics team.</p></li><li><p>Mentor and develop team members across decisioning science, analytics rigor, and business storytelling.</p></li><li><p>Foster a culture of accountability, transparency, and measurable impact.</p></li></ul><h2>Required Qualifications</h2><ul style=\"list-style-type: disc; padding-left: 24px;\"><li><p>8–12+ years of experience in decisioning analytics, marketing analytics, customer analytics, or optimization, preferably in a regulated environment.</p></li><li><p>Experience with Pega Customer Decision Hub and Adaptive Decisioning.</p></li><li><p>Demonstrated leadership translating analytics into business and customer outcomes.</p></li><li><p>Experience with experimentation, optimization, and performance measurement.</p></li><li><p>Strong cross-functional partnership and stakeholder influence skills.</p></li><li><p>Hands-on experience with analytics tools and data.</p></li></ul><h2>Preferred Qualifications</h2><ul style=\"list-style-type: disc; padding-left: 24px;\"><li><p>Familiarity with model governance and regulatory expectations.</p></li><li><p>Experience with contact policy management and multi-channel decisioning.</p></li><li><p>Strong communication skills and executive presence.</p></li></ul><p><strong>Hours &amp; Work Schedule</strong></p><ul><li>Hours per Week: 40</li><li>Work Schedule: Monday - Friday</li><li>Hybrid: 4 days per week on-site, 1 day remote</li></ul>",
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