Business Analytics Lead - Marketing & Customer Analytics

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 Analytics Lead within PNC's Marketing & Customer Analytics Customer Interaction Management Strategy & Analytics team within the Data, Modeling & Analytics organization, you will be based in Tyson's Corner, VA, Pittsburgh, PA or Wilmington, DE.

Overview The Business Analytics Lead on PNC’s Customer Interaction Management Strategy & Analytics team will develop, implement, and optimize PNC’s shopping strategy and advance the Next Best Action Marketing strategy within its broader customer interaction strategy. This role will shape analytical direction, improve decisioning effectiveness, and translate insights into practical strategies that enhance customer relevance, business performance, and execution consistency. Shopping Strategy: Develop and implement strategies for shopping placement, experience design, governance, orchestration, testing, measurement, and optimization. This includes recommending, testing, and refining business rules and contact policies, optimizing placements and customer experiences, and incorporating customer context into presentments to improve engagement and outcomes. Marketing Strategy: Stabilize and enhance the Next Best Action marketing ecosystem through improved data quality, marketing treatments and intents, decisioning, transparency, reporting, and measurement. The role will identify opportunities to strengthen decisioning effectiveness, improve visibility into strategy execution, establish meaningful performance measures, and develop optimization approaches that drive continuous improvement. The Business Analytics Lead will collaborate with teams across the Customer Interaction Management organization, PNC’s Next Best Action marketing ecosystem, and business functions across the bank to align analytical strategies with customer needs, business objectives, and operational capabilities. The role will influence decisions across analytics, marketing, digital, product, technology, and business teams to deliver scalable customer interaction improvements. Preferred Skills and Experience • 5+ years of progressive experience in marketing, customer, channel, or decision analytics, preferably in financial services, with demonstrated ownership of complex analytical problems and measurable business outcomes. • Strong analytical and problem-solving skills, including the ability to structure ambiguous problems, develop sound analytical approaches, analyze complex data, and synthesize findings into actionable recommendations. • Experience designing, executing, and interpreting tests and experiments, with a strong understanding of test design, measurement, statistical analysis, and optimization. • Proficiency with SQL and experience using analytical tools to query, transform, analyze, and visualize data. Experience with Python or similar programming languages is preferred. • Experience developing measurement frameworks, performance reporting, and analytical insights that improve transparency, support implementation, and enable ongoing optimization. • Experience analyzing customer interaction, shopping, presentment, contact strategy, or next-best-action marketing performance. • Ability to assess marketing placement decisioning strategies, business rules, and customer context to evaluate effectiveness, identify optimization opportunities, and inform implementation decisions. • Knowledge of customer journey orchestration, decision management, and next-best-action concepts. Experience with Pegasystems Customer Decision Hub or similar platforms is advantageous. • Strong strategic thinking, leadership,