Director, AI-Powered Customer Intelligence & Performance

Moody's; New York (NY); On-site; USD 151,000 - 219,000; Full time

Benefits offered by this job

Incentive compensation

Comprehensive benefits

Job summary

Moody's Investors Service is seeking a Director, Customer Intelligence & Performance for Banking Customer Engagement to lead data strategy, analytics, and intelligence capabilities. You will partner across Product, Engineering, Data, Sales, and Revenue Operations to deliver actionable insights and drive retention, adoption, and growth at scale.

The role requires 8+ years in data strategy/analytics, strong experience with Databricks, Salesforce, Gainsight, and a track record in AI-driven

Qualifications

• 8+ years of experience in data strategy, analytics, business intelligence, or customer intelligence roles.
• Strong background in data modeling, data architecture, and analytics platforms including Databricks, Salesforce, and Gainsight.
• Demonstrated experience designing and implementing predictive analytics, customer health scoring, or agentic/AI-driven workflows.
• Deep understanding of the banking segment and financial services customer dynamics, including retention, adoption, and growth motions.
• Proven ability to translate complex data into clear, actionable business recommendations for non-technical stakeholders.
• Strong cross-functional collaboration skills with experience partnering across Customer Success, Sales, Product, Engineering, and Data teams.
• Experience building executive dashboards, performance scorecards, and operational reporting frameworks; preferred experience in B2B SaaS, financial data, or enterprise software environments.
• Deep expertise in artificial intelligence, with a track record of implementing advanced AI solutions to drive strategic transformation and operational efficiency. Strong experience using AI tools to lead innovation initiatives. Demonstrated leadership in managing AI-related risks, ensuring ethical governance, and fostering a culture of responsible AI adoption across the organization

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, expansion opportunities, escalation and delivery risk, and executive engagement opportunities.
• Own the analytics behind the Voice of the Customer program, consolidating insights from NPS, customer feedback, escalations, support data, and adoption signals to provide actionable, data-backed recommendations.
• Build and maintain executive dashboards and performance scorecards across retention, adoption, customer health, and growth, including reporting for Growth New Business, Retention, and Margin Expansion metrics.
• Partner with Product, Engineering, Data, Sales, and Revenue Operations teams to define intelligence use cases and ensure the right data infrastructure supports cross-functional priorities.
• Serve as the primary liaison between Customer Engagement and technical teams to ensure intelligence initiatives are scoped, prioritized, and delivered effectively

Skills

Data strategy

Data modeling

Data architecture

AI / predictive analytics

Executive dashboards

Cross-functional collaboration

AI leadership

Banking domain knowledge

Education

Bachelor's degree in a related field

Tools

Databricks

Salesforce

Gainsight

Job description

Moody's Investors Service is seeking a Director, Customer Intelligence & Performance for Banking Customer Engagement to lead data strategy, analytics, and intelligence capabilities. You will partner across Product, Engineering, Data, Sales, and Revenue Operations to deliver actionable insights and drive retention, adoption, and growth at scale.

The role requires 8+ years in data strategy/analytics, strong experience with Databricks, Salesforce, Gainsight, and a track record in AI-driven