Director, Customer Intelligence & Performance

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 Competencies8+ years of experience in data strategy, analytics, business intelligence, or customer intelligence rolesStrong background in data modeling, data architecture, and analytics platforms including Databricks, Salesforce, and GainsightDemonstrated experience designing and implementing predictive analytics, customer health scoring, or agentic/AI-driven workflowsDeep understanding of the banking segment and financial services customer dynamics, including retention, adoption, and growth motionsProven ability to translate complex data into clear, actionable business recommendations for non-technical stakeholdersStrong cross-functional collaboration skills with experience partnering across Customer Success, Sales, Product, Engineering, and Data teamsExperience building executive dashboards, performance scorecards, and operational reporting frameworks; preferred experience in B2B SaaS, financial data, or enterprise software environmentsDeep 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 organizationEducationBachelor'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 itArchitect the customer intelligence data model across platforms including Databricks, Salesforce, Gainsight, and related systems to establish a unified, trusted view of customer healthDesign and build agentic workflows that combine quantitative data (usage, adoption, renewal, revenue) and qualitative signals (feedback, escalations, executive sentiment) to deliver real-time, actionable intelligenceLead the development of predictive models and intelligence frameworks that identify customer retention risk, adoption challenges, expansion opportunities, escalation and delivery risk, and executive engagement opportunitiesOwn 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 recommendationsBuild and maintain executive dashboards and performance scorecards across retention, adoption, customer health, and growth, including reporting for Growth New Business, Retention, and Margin Expansion metricsPartner with Product, Engineering, Data, Sales, and Revenue Operations teams to define intelligence use cases and ensure the right data infrastructure supports cross-functional prioritiesServe as the primary liaison between Customer Engagement and technical teams to ensure intelligence initiatives are scoped, prioritized, and delivered effectivelyAbout the TeamBanking Customer Engagement is a high-impact team dedicated to deepening relationships with Moody's banking clients by delivering intelligence-led, outcome-driven engagement across the full customer lifecycle.

The team works at the intersection of data, technology, and customer strategy, partnering closely with Customer Success, Sales, Product, Engineering, and Revenue Operations to ensure every client interaction is informed by real-time, actionable intelligence.

By joining this team, you will be part of forward-thinking work that is transforming how banking clients experience Moody's, leveraging advanced analytics, AI-powered insights, and agentic workflows to drive retention, growth, and executive engagement at scale.For US-based roles only: the anticipated hiring base salary range for this position is $151,000.00 - $218,950.00, depending on factors such as experience, education, level, skills, and location. This range is based on a full-time position.

In addition to base salary, this role is eligible for incentive compensation. Moody’s also offers a competitive benefits package, including not but limited to medical, dental, vision, parental leave, paid time off, a 401(k) plan with employee and company contribution opportunities, life, disability, and accident insurance, a discounted employee stock purchase plan, and tuition reimbursement.Moody’s is an equal opportunity employer.

All qualified applicants will receive consideration for employment without regard to race, color, sex, gender, age, religion or creed, national origin, ancestry, citizenship, marital or familial status, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, military or veteran status, or any other characteristic protected by law.

Moody’s also provides reasonable accommodation to qualified individuals with disabilities or based on a sincerely held religious belief in accordance with applicable laws. If you need to inquire about a reasonable accommodation, or need assistance with completing the application process, please email [email protected].

This contact information is for accommodation requests only, and cannot be used to inquire about the status of applicationsFor San Francisco positions, qualified applicants with criminal histories will be considered for employment consistent with the requirements of the San Francisco Fair Chance Ordinance.This position may be considered a promotional opportunity, pursuant to the Colorado Equal Pay for Equal Work Act.Click here to view our full EEO policy statement.

Click here for more information on your EEO rights under the law. Click here to view our Pay Transparency Nondiscrimination statement.Candidates for Moody's Corporation may be asked to disclose securities holdings pursuant to Moody’s Policy for Securities Trading and the requirements of the position. Employment is contingent upon compliance with the Policy, including remediation of positions in those holdings as necessary.