Director of Digital Insights & Analytics

Job Overview

Citadel’s Director of Digital Insights & Analytics will manage the activities and processes of Citadel’s Digital Tracking and Analytics ecosystem.

The Director of Insights & Analytics works within the Customer Insights & Analytics (CIA) team and across the organization by leveraging strategic initiatives to implement and improve online tracking, measurement, and provide insight into found opportunities through data. This role has oversight of all digital analytics tracking and process, digital tagging, new project tracking, and digital enhancement tracking.

Experience in pathing analysis, user behavior, waterfall/funnel analysis and site testing are a must. The Director should be familiar with the major web analytics tools. S/he should have knowledge and understanding of measurement strategy, site QA, tagging requirements, and tag management tools. S/he will work with teams to identify gaps in the data capture strategy and collaboratively implement enhancements.

The Director of Digital Insights & Analytics manages individuals within the department as needed.

Areas of Responsibility

Digital Tracking & Data Governance

• Be the Subject Matter Expert and lead Digital Analytics contact for processes and implementation including partnering with other teams/agencies as needed to create a fully functional and consistent measurement strategy and execution.
• Research, lead, and document technical and measurement requirements and processes needed for updated measurement strategy, technological, and data assets.  This may include but not be limited to GTM documentation, measurement strategy and execution, etc.
• Lead digital footprint measurement structure and execution as digital vendors, tools, and content are removed, added, updated, site deployments, etc.
• Expertise in tracking various types of website coding including React and Angular.
• Actively stay updated and learn new ideas, methods, skills, digital analytics industry news, platforms to keep Citadel’s digital tracking current and correct.
• Maintain data integrity & privacy with concepts such as but not limited to: digital cookie consent, CCPA, and others to stay current with legislation and best practices.
• Proactively QA Digital data and match it back to other datasets as needed.
• Work with cross-functional teams to put measurement processes into place for Digital Analytics and the CIA team as needed to ensure measurement and reporting are included in projects.
• Work closely with Digital Media contacts and/or agencies to ensure Digital Media tagging and data is accurate.
• Serve as internal SME for cookie deprecation measurement tracking plan, research, and make an action recommendation for next steps through completion.
• Track and report on digital tools such as DAO, OLB while maintaining changes as needed to the tracking structure. Work with deployment teams to set up measurement, QA the data and implement live in Production environment.

Digital Analysis

• Proactively produce and monitor insightful analytics to drive the business forward and to support sales. (i.e., Digital Health Metric, etc.)
• Create presentations with structured format to share results as needed.
• Create and maintain content conversion rates to identify Digital footprint opportunities and gains.

Digital Reporting

• Proactively collect, compile and distribute weekly Digital Activity Report.
• Manage and answer ad-hoc inquiries about specific web analytics questions.
• Take an active role in identifying potential new data and ways to analyze.
• Research, collaborate and report on a new Digital Health Metric for each branch.

Digital Insights

• Partner with an array of teams to identify business drivers, trends, and drive execution opportunities within the scope of optimizing customer experience and product sales analyzing traffic, conversion funnel, navigation, and user engagement, etc.
• Analyze web traffic and site behavior for customer and business insights to support business and sales decisions and deliver on improved customer site experience or business growth (traffic, engagement and conversion).
• Use Cases – Digital & Analytics Buildout
• Design & build Tableau data sources to support Digital Analytics.
• Align on data definitions, product a Tableau server dataset.
• Develop a dashboard for weekly, quarterly, and annual trending.
• Learn additional Tableau, Javascript, and/or SQL language skills.
• Selection, implementation, and management of digital analytics tools including budget.
• Solve digital metric QBR workflow.

Qualifications and Education Requirements

• 3-5 years’ leadership experience supervisory / managing a team
• 12+ years digital analytics experience in customer behavior, financial services, or retail industries
• 10+ years retail banking or other financial services experience preferred
• Experience with digital, marketing, and sales
• Bachelor’s degree in business or information sciences or related field
• Master’s degree in business or information sciences preferred
• Deep experience with Google Tag Manager (GTM)
• Ability in advanced analytics and knowledge of leveraging customer, digital, online, and offline data together to help targeting & segmentation (i.e., for Personalization initiatives
• Deep GTM and analytics knowledge and experience required

Additional Skills

• Excellent presentation skills – ability to tell a story.
• Strong proficiency in Excel.
• Strong analytical and data-driven thinking.
• Understanding of the business implication of decisions.
• Maintain confidentiality, promote integrity, and support the corporate mission.
• Flexible and quickly adaptable to shifting requirements.
• Ability to give and receive feedback in a positive, constructive, and respectful manner.
• Strong ability to collaborate and entertain other perspectives.
• Must possess strong interpersonal and communications skills. 
• Willingness to participate as a team player and leader, at various organizational levels.