Head of Customer Insights & Analytics

Overview

The Head of Customer Insights & Analytics is responsible for shaping and executing a bold, enterprise-wide vision for insight-led growth. This role builds the foundational capabilities, infrastructure, and culture needed to transform data into strategic advantage across the bank. They will design a comprehensive measurement framework that directly connects customer insights to business outcomes, enabling smarter decisions and more personalized growth strategies. By leveraging advanced analytics, this leader will uncover evolving customer needs and behaviors, identify high-impact opportunities, and guide the organization toward targeted, data-driven expansion.

In addition, the role supports critical data architecture initiatives and champions the creation of a unified, customer-level reporting ecosystem—empowering teams with real-time, actionable intelligence. A key priority will be assessing and evolving the structure, leadership, and capacity of analytics teams to ensure they deliver high-value insights and scale with the organization’s ambitions.

Key Responsibilities

• Design and lead a scalable operating model for an enterprise analytics team that fosters leadership, enhances effectiveness, and enables high-end impact delivery
• Build strong relationships to partner with senior leaders across the organization to share the broader analytics vision, defining a company-wide roadmap that embeds analytics into the strategic planning and enterprise decision-making
• Builds and leads a high performing analytics team focused on transforming data into meaningful and actionable insights and develops a team that is equipped to meet evolving business needs
• Develops a measurement framework that links insights into business outcomes, enabling strategic decisions and demonstrating analytics ROI and customer engagement
• Leads the integration of AI, machine learning and decision engines to uncover customer needs, churn risk, and lifetime value using advanced models and drive growth
• Guides the strategy for building or buying solutions that activate data in real time, embedding analytics into everyday decision making
• Leads strategic oversight for customer analytics and business intelligence, ensuring alignment with enterprise goals and customer experience priorities
• Oversee the development and deployment of measurement frameworks to assess performance and return on investment for marketing, digital, and customer engagement initiatives
• Champion the use of analytics in shaping customer-centric strategies. Collaborate with business units, technology, marketing, product, and risk to align data strategies and enable integrated customer insights
• Translate complex data into clear narratives for executive stakeholders
• Oversee the selection and implementation of analytics tools and platforms
• Ensure data quality, integrity, and compliance with bank and privacy regulations
• Drive automation and scalability of reporting and dashboards
• Exercise usual authority of a manager concerning staffing, performance appraisals, promotions, salary recommendations, performance management and terminations
• Understand and adhere to the Company’s risk and regulatory standards, policies and controls in accordance with the Company’s Risk Appetite. Identify risk-related issues needing escalation to management
• Promote an environment that supports belonging and reflects the M&T Bank brand
• Maintain M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable
• Complete other related duties as assigned

Required Qualifications

• Bachelor’s degree in business Analytics, Data Science, Economics or a related field; advanced degree preferred
• Minimum of 14 years of relevant experience in leading analytics, business intelligence, or marketing effectiveness, or in lieu of a degree, a combined minimum of 18 years’ higher education and/or work experience, including 5+ years in a senior leadership role
• Proven track record in customer analytics, segmentation, and predictive modeling
• Past proven success in influencing and relationship building across broad business lines, executives and leadership across the enterprise
• Experience in leading and integrating AI, machine learning and decision engines to uncover customer needs
• Strong experience in customer insight, segmentation, marketing performance, and digital measurement
• Proven success in leading and developing talent directly and cross-functional teams and managing complex, enterprise-wide initiatives
• Strong understanding of advanced analytics software, and data visualization tools (e.g., Tableau, Power BI)

Preferred Qualifications

• Master’s degree
• Banking or Financial services industry experience

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $157,495.91 - $292,492.42 Annual (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

Location

Buffalo, New York, United States of America

Seniority level

Not Applicable

Employment type

Full-time

Job function

Marketing and Sales

Industries

Banking, Financial Services, and Investment Banking

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