Director, Customer Intelligence & Performance

Moody's Investors Service; 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

At Moody's, we unite the brightest minds to turn today’s risks into tomorrow’s opportunities. We do this by striving to create an inclusive environment where everyone feels welcome to be who they are—with the freedom to exchange ideas, think innovatively, and listen to each other and customers in meaningful ways. Moody’s is transforming how the world sees risk. As a global leader in ratings and integrated risk assessment, we’re advancing AI to move from insight to action—enabling intelligence that not only understands complexity but responds to it. We decode risk to unlock opportunity, helping our clients navigate uncertainty with clarity, speed, and confidence.

Skills and Competencies

• 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

Education

• Bachelor's degree in Data Science, Computer Science, Mathematics, Statistics, Business Analytics, or a related field; advanced degree preferred

Responsibilities

The Director, Customer Intelligence & Performance leads the data strategy, analytics, and intelligence capabilities that power Banking Customer Engagement's ability to understand, anticipate, and act on customer needs.

• 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

About the Team

Banking Customer Engagement is a high-impact team dedicated to deepening relationships with Moody's banking clients by delivering intelligence-led, outcome-driven engagement across the full customer lifecycle. The team works at the intersection of data, technology, and customer strategy, partnering closely with Customer Success, Sales, Product, Engineering, and Revenue Operations to ensure every client interaction is informed by real-time, actionable intelligence. By joining this team, you will be part of forward-thinking work that is transforming how banking clients experience Moody's, leveraging advanced analytics, AI-powered insights, and agentic workflows to drive retention, growth, and executive engagement at scale.

For US-based roles only: the anticipated hiring base salary range for this position is$151,000.00-$218,950.00, depending on factors such as experience, education, level, skills, and location. This range is based on a full-time position. In addition to base salary, this role is eligible for incentive compensation. Moody’s also offers a competitive benefits package, including not but limited to medical, dental, vision, parental leave, paid time off, a 401(k) plan with employee and company contribution opportunities, life, disability, and accident insurance, a discounted employee stock purchase plan, and tuition reimbursement.

Moody’s is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, gender, age, religion or creed, national origin, ancestry, citizenship, marital or familial status,sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, military or veteran status, or any other characteristic protected by law. Moody’s also provides reasonable accommodation to qualified individuals with disabilities or based on a sincerely held religious belief in accordance with applicable laws. If you need to inquire about a reasonable accommodation, or need assistance with completing the application process, please email [e-mail]. This contact information is for accommodation requests only, and cannot be used to inquire about the status of applications

For San Francisco positions, qualified applicants with criminal histories will be considered for employment consistent with the requirements of the San Francisco Fair Chance Ordinance.

This position may be considered a promotional opportunity, pursuant to the Colorado Equal Pay for Equal Work Act.

Candidates for Moody's Corporation may be asked to disclose securities holdings pursuant to Moody’s Policy for Securities Trading and the requirements of the position. Employment is contingent upon compliance with the Policy, including remediation of positions in those holdings as necessary.