Business Experience & Planning Advisor Senior - Customer Data Forensics

PNC; Cleveland (OH); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Comprehensive range of benefits including medical insurance

401(k) with match

Paid time off including holidays and parental leave

Job summary

PNC in Cleveland, OH seeks a Senior Business Experience & Planning Advisor to enhance the governance and usability of enterprise customer data. This pivotal role involves defining data standards, resolving issues, and collaborating with cross-functional teams to enable trusted data products.

Key responsibilities include executing data quality management practices and supporting analytics through data requirements. Candidates should possess strong expertise in data quality management and SQL, along with a knack for translating business needs into actionable data solutions.

Qualifications

• Senior-level individual contributor role focused on enterprise customer data management.
• Experience with Master Data Management or customer identity resolution required.
• Strong understanding of data governance frameworks.

Responsibilities

• Define customer data standards and resolve data quality issues.
• Collaborate with analytics teams for data requirements and solutions.
• Implement control and governance measures for data usage.

Skills

Customer data domain expertise

Data quality management

Root cause analysis & remediation leadership

SQL proficiency

Analytics enablement

Education

Bachelor's degree in relevant field

Tools

MDM/EDS/APIs/data lake technologies

Collibra/Alation

Job description

Position Overview

At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company’s success. As a Business Experience & Planning Advisor Senior within PNC's Customer Data Forensics organization, you will be based in Cleveland, OH; Pittsburgh, PA; Tyson’s Corner, VA; Washington, D.C.

Job Summary

This is a senior-level individual contributor responsible for improving the quality, governance, usability, and reliability of enterprise customer data. This role partners across business, technology, analytics, risk, and compliance to define customer data standards, resolve data issues at the root cause, and enable trusted customer data products for reporting, analytics and modeling, business decisioning, customer experience, and regulatory needs. The role also helps shape and deliver analytically ready datasets and reusable features that accelerate insight generation and decision solutions.

Customer Data Strategy & Stewardship

• Serve as a subject matter expert (SME) for enterprise customer data concepts including customer identity, householding, customer hierarchies, contact data, consent/preferences, and customer attributes.
• Drive customer data definition alignment (business glossary, critical data elements, metadata), ensuring consistent meaning and usage across platforms and lines of business.
• Contribute to customer data strategy and roadmap, identifying opportunities to modernize customer data capabilities and reduce fragmentation.

Data Quality & Issue Management

• Execute customer data quality management practices: profiling, monitoring, rule definition, threshold tuning, and performance reporting.
• Lead investigation of data anomalies and recurring defects using structured root cause analysis; coordinate remediation with upstream/downstream partners.
• Implement scalable controls and preventive measures (validation rules, reconciliation checks, exception handling, automation) to reduce repeat issues.

Analytics, Modeling & Decisioning Enablement

• Partner with analytics and data science teams to translate business problems into data requirements, analytically ready datasets, and reusable features (customer identity, household, relationship, and behavioral attributes).
• Support model development and monitoring by improving data completeness, stability, and explainability; document assumptions, transformations, and known limitations for appropriate use.
• Enable business decisioning use cases by defining customer data inputs for segmentation, targeting, credit/marketing decisioning, personalization, and next-best-action solutions.
• Establish fit-for-purpose data quality checks for analytic pipelines (distribution shifts, outliers, freshness, leakage risks) and coordinate remediation when thresholds are breached.
• Collaborate with partners to develop KPIs and measurement approaches that connect data improvements to business outcomes (conversion, retention, risk performance, operational efficiency).

Governance, Controls & Regulatory Support

• Support customer data governance routines including stewardship forums, issue/decision logs, and control evidence management to enable consistent, trusted use of customer data across reporting, analytics, and decisioning.
• Ensure customer data processes and controls align to risk, audit, privacy, retention, and regulatory requirements while supporting responsible innovation and scalable analytic consumption.
• Produce leadership‑ready reporting on customer data risk posture, control health, remediation progress, and key metrics; highlight impacts to critical reporting, models, and decision solutions.

Data Enablement & Product Delivery

• Partner with data engineering and product teams to define requirements for customer data solutions (MDM/EDS/APIs/data lake), including onboarding, lineage, analytic consumption patterns, and performance/availability needs.
• Support design and operationalization of “trusted” customer data products and feature sets (curated views, golden records, identity/household features), including documentation, data contracts, and consumption guidance.
• Enable analytics, operations, and customer‑facing teams by improving accessibility to reliable customer datasets and features, advising on proper usage, and accelerating time‑to‑insight/time‑to‑decision.

Cross‑Functional Leadership

• Act as a connector across business, operations, risk, and technology—translating business needs into data requirements and actionable delivery plans.
• Mentor analysts/junior data stewards and promote standards, playbooks, and repeatable practices.
• Influence without authority through clear narratives, fact‑based recommendations, and proactive stakeholder engagement.

Business Planning and Execution Responsibilities

• Indirectionly leads cross‑functional teams to improve business planning methods.
• Executes key line of business initiatives and growth strategies and programs that will drive line of business objectives.
• Demonstrates commitment to quality by delivering customer focus and appropriate risk management practices to customers and/or internal partners.
• Leads execution and implementation of business planning processes.
• Designs strategic plans based on forecasts, and provides improvement recommendations.
• Understands business direction and needs and develops solutions, roadmaps and assessment of potential business impacts.
• Identifies and executes opportunities that add significant value to the business and to achieve business goals.
• Consults and influences key decision makers to ensure cross‑business and cross‑functional alignment and synergy.
• Serves as subject matter resource and advocate that influences the implementation of best practices and learning plans that meet business objectives.

Preferred Qualifications

• Experience with Master Data Management (MDM), customer identity resolution, probabilistic matching, or householding solutions.
• Familiarity with data governance frameworks and tools (Collibra/Alation, Archer/GRC tools, data cataloging/lineage platforms).
• Experience supporting regulatory programs, MRAs, audit readiness, and control evidence practices.
• Experience supporting analytics and data science workflows (feature engineering, cohort/segment analysis, model inputs/outputs) and translating business decision needs into data solutions.
• Familiarity with decisioning and measurement practices (segmentation strategies, champion/challenger testing, experimentation, KPI design) and working with stakeholders to evaluate impact.
• SQL proficiency and experience working in data lake / warehouse environments (cloud and/or on‑prem).
• Background in financial services data management or other highly regulated environments.

Core Skills & Competencies

• Customer data domain expertise (definitions, lifecycle, usage, risks, and controls)
• Data quality management (profiling, rule design, monitoring, thresholds, reconciliation)
• Root cause analysis & remediation leadership
• Governance & control mindset (risk‑based prioritization, audit readiness, responsible data use)
• Analytics enablement (analytically ready datasets, feature definitions, metric/KPI alignment)
• Decisioning & insight orientation (connecting data work to business outcomes; supporting model and decision solution lifecycle)
• Requirements definition (business‑to‑technical translation; user stories; acceptance criteria)
• Executive communication (clear narratives, concise updates, decision framing)
• Collaboration & influence across business, tech, risk, compliance, and operations

PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position.

Benefits

PNC offers a comprehensive range of benefits, including medical/prescription drug coverage, dental and vision options, life insurance, disability protection, 401(k) with match, pension and stock purchase plans, dependent care reimbursement, educational assistance, wellness program, and paid time off ranging from maternity/parental leave, holidays, occasional absence days, vacation days, and additional days based on career level and years of service.

Equal Employment Opportunity (EEO)

PNC provides equal employment opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law. This position is subject to the FDIA and SAFE Act etc.

California Residents

Refer to the California Consumer Privacy Act Privacy Notice to gain understanding of how PNC may use or disclose your personal information in our hiring practices.

Disability Accommodations Statement

If an accommodation is required to participate in the application process, please contact us via email at [e-mail]. Please include "accommodation request" in the subject line title and be sure to include your name, the job ID, and your preferred method of contact in the body of the email. Emails not related to accommodation requests will not receive responses. Applicants may also call 877-968-7762 and say "Workday" for accommodation assistance. All information provided will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations. At PNC we foster an inclusive and accessible workplace. We provide reasonable accommodations to employment applicants and qualified individuals with a disability who need an accommodation to perform the essential functions of their positions.