Director, Customer Intelligence & Performance

15131 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.If you are excited about this opportunity but do not meet every single requirement, please apply! You still may be a great fit for this role or other open roles. We are seeking candidates who model our values: invest in every relationship, lead with curiosity, champion diverse perspectives, turn inputs into actions, and uphold trust through integrity. 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 organizationEducation * Bachelor's degree in Data Science, Computer Science, Mathematics, Statistics, Business Analytics, or a related field; advanced degree preferredResponsibilitiesThe 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 f