Business Analytics Lead - Customer Data Forensics

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 Customer Data Forensics organization, you will be based in Pittsburgh, PA; Cleveland, OH; Tyson’s Corner, VA; or Washington, DC., This is a senior-level individual contributor responsible for improving the quality, governance, usability, and reliability of enterprise customer data. This role partners across business, technology, analytics, risk, and compliance to define customer data standards, resolve data issues at the root cause, and enable trusted customer data products for reporting, analytics and modeling, business decisioning, customer experience, and regulatory needs. The role also helps shape and deliver analytically ready datasets and reusable features that accelerate insight generation and decision solutions., Customer Data Strategy & Stewardship

• Serve as a subject matter expert (SME) for enterprise customer data concepts including customer identity, householding, customer hierarchies, contact data, consent/preferences, and customer attributes.

• Drive customer data definition alignment (business glossary, critical data elements, metadata), ensuring consistent meaning and usage across platforms and lines of business.

• Contribute to customer data strategy and roadmap, identifying opportunities to modernize customer data capabilities and reduce fragmentation.

Data Quality & Issue Management

• Execute customer data quality management practices: profiling, monitoring, rule definition, threshold tuning, and performance reporting.

• Lead investigation of data anomalies and recurring defects using structured root cause analysis; coordinate remediation with upstream/downstream partners.

• Implement scalable controls and preventive measures (e.g., validation rules, reconciliation checks, exception handling, automation) to reduce repeat issues.

Analytics, Modeling & Decisioning Enablement

• Partner with analytics and data science teams to translate business problems into data requirements, analytically ready datasets, and reusable features (e.g., customer identity, household, relationship, and behavioral attributes).

• Support model development and monitoring by improving data completeness, stability, and explainability; document assumptions, transformations, and known limitations for appropriate use.

• Enable business decisioning use cases by defining customer data inputs for segmentation, targeting, credit/marketing decisioning, personalization, and next-best-action solutions.

• Establish fit-for-purpose data quality checks for analytic pipelines (distribution shifts, outliers, freshness, leakage risks) and coordinate remediation when thresholds are breached.

• Collaborate with partners to develop KPIs and measurement approaches that connect data improvements to business outcomes (e.g., conversion, retention, risk performance, operational efficiency).

Governance, Controls & Regulatory Support

• Support customer data governance routines including stewardship forums, issue/decision logs, and control evidence management to enable consistent, trusted use of customer data across reporting, analytics, and decisioning.

• Ensure customer data processes and controls align to risk, audit, privacy, retention, and regulatory requirements while supporting responsible innovation and scalable analytic consumption.

• Produce leadership-ready reporting on customer data risk posture, control health, remediation progress, and key metrics; highlight impacts to critical reporting, models, and decision solutions.

Data Enablement & Product Delivery

• Partner with data engineering and product teams to define requirements for customer data solutions (MDM/EDS/APIs/data lake), including onboarding, lineage, analytic consumption patterns, and performance/availability needs.

• Support design and operationalization of “trusted” customer data products and feature sets (e.g., curated views, golden records, identity/household features), including documentation, data contracts, and consumption guidance.

• Enable analytics, operations, and customer-facing teams by improving accessibility to reliable customer datasets and features, advising on proper usage, and accelerating time-to-insight/time-to-decision.

Cross-Functional Leadership

• Act as a connector across business, operations, risk, and technology-translating business needs into data requirements and actionable delivery plans.

• Mentor analysts/junior data stewards and promote standards, playbooks, and repeatable practices.

• Influence without authority through clear narratives, fact-based recommendations, and proactive stakeholder engagement., * Leads the analytics processes across multiple functions or business units leveraging an array of complex analytical tools to create data driven solutions. Serves as mentor to more junior employees.
• Consults with clients and mentors consultants on tool and strategy implementation and monitoring, statistical scoring, business intelligence, data quality, and analytical product / solution development.
• Determining the optimal analytic approach and supporting development, implementation and enhancements.
• Assists peers with guidance on analytic approaches related to more complex solutions.
• Conceptualizing, developing and continuously optimizing analytical solutions for business leadership to enable data driven decision making.
• Analyze results and make recommendations for key business partners and senior management or communicate conclusions from complex analytical solutions to a wide range of audiences.

PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be:

• Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions.
• Managing Risk - Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC’s Enterprise Risk Management Framework.

• Experience with Master Data Management (MDM), customer identity resolution, probabilistic matching, or householding solutions.

• Familiarity with data governance frameworks and tools (e.g., Collibra/Alation, Archer/GRC tools, data cataloging/lineage platforms).

• Experience supporting regulatory programs, MRAs, audit readiness, and control evidence practices.

• Experience supporting analytics and data science workflows (feature engineering, cohort/segment analysis, model inputs/outputs) and translating business decision needs into data solutions.

• Familiarity with decisioning and measurement practices (e.g., segmentation strategies, champion/challenger testing, experimentation, KPI design) and working with stakeholders to evaluate impact.

• SQL proficiency and experience working in data lake / warehouse environments (cloud and/or on-prem).

• Background in financial services data management or other highly regulated environments.

Core Skills & Competencies:

• Customer data domain expertise (definitions, lifecycle, usage, risks, and controls)

• Data quality management (profiling, rule design, monitoring, thresholds, reconciliation)

• Root cause analysis & remediation leadership

• Governance & control mindset (risk-based prioritization, audit readiness, responsible data use)

• Analytics enablement (analytically ready datasets, feature definitions, metric/KPI alignment)

• Decisioning & insight orientation (connecting data work to business outcomes; supporting model and decision solution lifecycle)

• Requirements definition (business-to-technical translation; user stories; acceptance criteria)

• Executive communication (clear narratives, concise updates, decision framing)

• Collaboration & influence across business, tech, risk, compliance, and operations, Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role. Listed below are skills, competencies, work experience, education, and required certifications/licensures needed to be successful in this position.

Preferred Skills

Analytical Thinking, Business Intelligence (BI), Concept Development, Data-Driven Decision Making, Data Integration, Market Research, Performance Metrics, Qualitative Research, Strategic Planning

Competencies

Analytical Thinking, Business Acumen, Business Analytics, Consulting, Decision Making and Critical Thinking, Effective Communications, Emerging Technologies

Work Experience

Roles at this level typically require a university / college degree, with 5+ years of industry-relevant experience. Specific certifications are often required. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.

Education

Bachelors

PNC offers a comprehensive range of benefits to help meet your needs now and in the future. Depending on your eligibility, options for full-time employees include: medical/prescription drug coverage (with a Health Savings Account feature), dental and vision options; employee and spouse/child life insurance; short and long-term disability protection; 401(k) with PNC match, pension and stock purchase plans; dependent care reimbursement account; back-up child/elder care; adoption, surrogacy, and doula reimbursement; educational assistance, including select programs fully paid; a robust wellness program with financial incentives.

In addition, PNC generally provides the following paid time off, depending on your eligibility: maternity and/or parental leave; up to 11 paid holidays each year; 9 occasional absence days each year, unless otherwise required by law; between 15 to 25 vacation days each year, depending on career level; and years of service.

To learn more about these and other programs, including benefits for full time and part-time employees, visit pncthrive.com .

For nearly 160 years, PNC has strived to make a meaningful impact for our employees, customers, communities, and shareholders. We believe our success and positive reputation are built on open and honest dialogue, an unwavering focus on smart risk management, relationship-based customer service and community investments. Our inclusive workplace allows our employees to be heard, valued, and developed to do their best work.

Being a great place to work means we are making a lasting difference for everyone we serve. Check out the top reasons to join PNC.

PNC’s total rewards package includes things like time off, benefits, learning and career development, wellness programs, recognition and much more. The benefits and programs highlighted below are just a sampling of what PNC offers its employees. To learn more, visit our Total Rewards page (https://careers.pnc.com/global/en/total-rewards) .