Job Description

Position Purpose

The Customer Analytics Lead will be responsible for leveraging data and analytical techniques to understand customer behavior and drive business growth. They will work closely with cross-functional teams, including marketing, product management, and customer service, to provide actionable insights that enhance customer acquisition, retention and lifetime value.

Essential Functions:

Customer Segmentation

• Use analytics techniques to segment the customer base and develop strategies for each segment.
• Develop personas to support targeted marketing and product development strategies.
• Utilize customer data to segment customers into groups based on behaviors and preferences.
• Identify cross-sell and up-sell opportunities through customer behavior analysis.
• Partner with marketing, product and customer service teams to optimize customer experience.

Data Analysis

• Analyze customer data from various sources to derive insights and trends on customer behavior and preferences.
• Provide data-driven recommendations to improve product offerings and marketing campaigns.
• Develop dashboards, reports and presentations to communicate key insights to leadership

Predictive Modeling

• Analyze data to derive insights and trends on customer behavior and preferences.
• Apply statistical techniques to predict customer behavior, such as churn, lifetime value and cross selling opportunities.
• Provide data-driven recommendations to improve product offerings and marketing campaigns.
• Stay abreast of industry trends, emerging technologies, and data analytics tools. Continuously look for innovative ways to apply data-driven insights to business challenges.

Customer Engagement

• Evaluate the effectiveness of marketing campaigns and use findings to help optimize future campaigns.
• Collect and analyze customer feedback from surveys, social media and other sources. Use insights to recommend improvements to products, and marketing and customer experience.
• Define, track, and report on key performance indicators (KPIs) related to customer satisfaction, engagement and profitability.

Required Qualifications:

• Bachelor’s degree in Business, Economics, Mathematics, Statistics, Data Science, or a related field required.
• Minimum of 8 years of hands-on experience in customer analytics or data science, within the banking or broader financial services industry, with a proven track record of influencing customer engagement, retention, and product adoption strategie s .
• Extensive experience with data querying and manipulation tools (e.g., SQL, Excel, Python, R, SAS), especially in the context of customer segmentation, channel performance, and lifecycle analytics in regulated environments.
• Demonstrated expertise in data visualization and business intelligence (e.g. Tableau, Power BI, Cognos or similar platforms) to deliver actionable insights to business stakeholders.
• Proficient with cloud-based data platforms and databases (e.g. Snowflake, Azure, AWS), including integration of banking customer data across structured and unstructured sources
• Experience with CRM platforms (specifically Salesforce and Hubspot) and customer data platforms (CDPs) to drive personalized customer experiences, marketing campaign effectiveness, and cross-sell strategies.
• Excellent communication skills, with the ability to explain technical concepts to non-technical stakeholders.
• Strong attention to detail and ability to work with large, complex datasets including transactional, behavioral, and engagement data from multiple banking channels.

Preferred Qualifications

• A Master’s degree or certifications degree or certifications in advanced analytics, financial analytics, or customer data platforms (e.g., CDP, CRM analytics) is preferred.
• Experience developing or applying machine learning models or AI-driven customer analytics tools (e.g., churn prediction, next-best-offer, credit risk models) in a banking environment.
• Familiarity with banking products and services, including savings accounts, loans, mortgages, credit cards, and digital banking platforms.

Physical Requirements: 

The work requires the ability to operate office machines and equipment, such as personal computers, printers, copying machines and telephones. The work requires the ability to communicate clearly with customers, coworkers, and others in person and on telephones. Work activities involve combinations of sitting/standing for extended periods.

Pay Range

• The pay range for this position is $104,582.10 - 177,789.57
• The typical hiring range for this position is $120,000 -$140,000
• The incentive plan for this position is the Officer Incentive plan. It is paid out annually with a 10% target payout.
• Employees will be eligible for our benefits package including medical, dental, and vision insurance, paid time off, retirement plans (401k with company match and Employee Stock Ownership Plan), gym membership reimbursement, discounts on our banking products, and more! Additional information on our benefits package can be viewed at  

As a c ommunity Bank, we know the power in bringing people together from all walks of life. Our communities are beautiful and strong because of their diversity, and it’s important to us that all of our locations reflect the unique diversity of the places we live and work. We are passionate about hiring the very best talent and welcome applicants from all backgrounds. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran

First Fed invites all qualified interested applicants to apply for our career opportunities. If you are a person with a disability and need a reasonable accommodation to use our online job search or application tools, please email Human Resources via sierra.stack@ourfirstfed.com or call 360-417-3182. Note: This contact information is reserved solely for job seekers requesting accessibility assistance or accommodation in the application process. Messages left for other purposes may not receive a response.

We are required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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