Head of Customer Marketing Insights

Responsibilities

Develop transformational strategies to consistently improve the Customer Marketing function, touching on best practices, competitive views and deep insight into customers.

Drive deep analyses to aid in strategy development, including finding new ways to frame program profitability, customer engagement, developing compelling business cases for strategies, and partnering with Analytics on major analyses and opportunities.

Develop and drive strategic insights to transform all areas of Customer Marketing, focusing on understanding customer behavior for "real-time" marketing strategies, customer-level segmentation strategies, refining digital channel marketing approaches, mapping customer journeys for various segments, and identifying areas for efficiency gains through process optimization and automation.

Design and drive the annual strategic planning process for Customer Marketing organization, ensuring that overall and within each business that we are advancing key transformation initiatives.

Establish, monitor and track performance of Customer Marketing against commitments to each business (e.g., KPI’s, key metrics) and provide clear reasons for results, as well as plans and roadmaps to mitigate any under-delivery.

Required Qualifications & Skills

• 10 or more years of progressive experience in marketing strategy, analytics, strategic initiatives, and / or management consulting, with a clear record of building strategies from the ground up using data, competitive intelligence, and customer insight.
• Structured problem-solving capability, including root cause analysis and hypothesis-driven thinking to diagnose performance issues and identify strategic opportunities.
• Comfort with financial and quantitative analysis, including scenario development, P&L drivers for consumer card and lending products, and the ability to scope and direct analysis across direct and indirect reports.
• Ability to define, build, and track KPI frameworks and metrics dashboards that connect marketing activity directly to business performance outcomes.
• Experience preparing and delivering executive-level presentations on marketing strategy and results, with the ability to structure and execute with limited direction.
• Expertise in designing and scaling planning processes for large, complex organizations, translating ambiguous challenges into structured frameworks and delivering clear, actionable outputs.
• Bachelor's and / or Master's degree in marketing, economics, finance, accounting, engineering, mathematics, statistics, business, computer science, or a related quantitative field, plus 10 or more years of post-graduate experience.