Director, Customer Intelligence & Performance
About the role
At Moody's, we unite the brightest minds to turn today’s risks into tomorrow’s opportunities. We do this by striving to create an inclusive environment where everyone feels welcome to be who they are—with the freedom to exchange ideas, think innovatively, and listen to each other and customers in meaningful ways. Moody’s is transforming how the world sees risk. As a global leader in ratings and integrated risk assessment, we’re advancing AI to move from insight to action—enabling intelligence that not only understands complexity but responds to it. We decode risk to unlock opportunity, helping our clients navigate uncertainty with clarity, speed, and confidence.
About The Team Banking Customer Engagement is a high-impact team dedicated to deepening relationships with Moody's banking clients by delivering intelligence-led, outcome-driven engagement across the full customer lifecycle. The team works at the intersection of data, technology, and customer strategy, partnering closely with Customer Success, Sales, Product, Engineering, and Revenue Operations to ensure every client interaction is informed by real-time, actionable intelligence. By joining this team, you will be part of forward-thinking work that is transforming how banking clients experience Moody's, leveraging advanced analytics, AI-powered insights, and agentic workflows to drive retention, growth, and executive engagement at scale.
Responsibilities
- Define and execute the data strategy for Banking Customer Engagement, including what intelligence is needed, where it lives, how it flows, and who consumes it
- Architect the customer intelligence data model across platforms including Databricks, Salesforce, Gainsight, and related systems to establish a unified, trusted view of customer health
- Design and build agentic workflows that combine quantitative data (usage, adoption, renewal, revenue) and qualitative signals (feedback, escalations, executive sentiment) to deliver real-time, actionable intelligence
- Lead the development of predictive models and intelligence frameworks that identify customer retention risk, adoption challenges,