At Citizens, we are transforming how we engage customers by delivering relevant, responsible, and personalized experiences at scale. 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.
Key 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.
Required Qualifications
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.
Hours & Work Schedule
Hours per Week: 40
Work Schedule: Monday - Friday
Hybrid: 4 days per week on-site, 1 day remote