Head of Decisioning Analytics & Optimization

At Citizens, we are transforming how we engage customers by delivering relevant, responsible, and personalized experiences at scale.

About the role

The Head of Decisioning Analytics & Optimization is an analytics leader responsible for the performance, measurement, and governance of Citizens’ enterprise decisioning ecosystem, powered by Pega Customer Decision Hub (CDH). 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 & Analytics, Technology, Risk, and Compliance teams to ensure decisioning capabilities deliver measurable impact for both customers and the bank.

Responsibilities

• Own the framework for measuring customer and financial value generated by NBAs, partnering with Marketing Measurement and ED&A to ensure consistent, credible outcomes reporting and insights.
• Lead monitoring and optimization of Adaptive Decisioning (ADM) performance, establishing standards across platform, channel, action, and treatment levels.
• Ensure decisioning transparency by translating model-driven outcomes into clear business rationale, including why decisions were made and how constraints and values influenced outcomes.
• Oversee governance of decisioning inputs including predictive values, business value frameworks, constraints, contact policies, and prioritization logic.
• Coordinate with Risk, Compliance, Legal, and Model Risk Management to ensure decisioning analytics adhere to governance and regulatory expectations.
• Lead analysis of NBA performance, contact policies, and message placement to balance business outcomes, customer experience, and channel constraints.
• Identify NBA gaps and opportunities and support data-driven prioritization across customer segments, products, lifecycle stages, and channels.
• Provide analytics leadership to support expansion of NBAs into new channels and journeys, including success metrics and test-and-learn approaches.
• Develop and maintain the Decisioning Analytics roadmap, including tooling, dashboards, governance routines, and operating cadence.

People Leadership

• Build and lead a high-performing Decisioning Analytics team.
• Mentor and develop team members across decisioning science, analytics rigor, and business storytelling.
• Foster a culture of accountability, transparency, and measurable impact.

Requirements

• 8–12+ years of experience in decisioning analytics, marketing analytics, customer analytics, or optimization, preferably in a regulated environment.
• Experience with Pega Customer Decision Hub and Adaptive Decisioning.
• Demonstrated leadership translating analytics into business and customer outcomes.
• Experience with experimentation, optimization, and performance measurement.
• Strong cross-functional partnership and stakeholder influence skills.
• Hands-on experience with analytics tools and data.

Preferred Qualifications

• Familiarity with model governance and regulatory expectations.
• Experience with contact policy management and multi-channel decisioning.
• Strong communication skills and executive presence.

Schedule

• Hours per Week: 40
• Work Schedule: Monday - Friday
• Hybrid: 4 days per week on-site, 1 day remote

Why Work for Us

At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth.