Cxm - personalization lead director

Role Overview

The CXM - Personalization Lead will be responsible for defining and executing the strategic vision for omnichannel, real-time personalization across the banking customer lifecycle. This senior leadership role requires deep expertise in the BFSI domain, advanced customer analytics, data-driven experience design, and a proven track record of driving significant, measurable commercial value through personalization at scale. The Director will lead and govern personalization efforts across product, marketing, and service channels, acting as the primary thought leader and executive partner.

Key Responsibilities

Personalization Strategy & Vision

Define and champion the long-term personalization strategy and roadmap across all customer touchpoints (digital, branch, contact center) to maximize Customer Lifetime Value (CLTV), engagement and profitability.

Govern the framework for real-time decisioning, A / B testing, and experimentation at scale to ensure consistent, impactful, and compliant personalized experiences.

2. Executive Strategic Partnership & Influence

Collaborate with C-suite and Senior Executive leaders (CMOs, CIOs, Heads of Digital / CX) to embed personalization as a core capability, identifying and prioritizing strategic opportunities where data and AI / ML-driven insights can unlock significant business value (e.g., cross-sell optimization, proactive churn prevention, next-best-action).

3. Advanced Analytics & Data Enablement

Direct the strategy for creating a unified 360° Customer Profile (utilizing CDP, CRM, transactional and behavioral data) specifically to fuel hyper-personalization, dynamic content delivery and sophisticated targeting models.

Translate complex business objectives into high-impact, well-defined personalization use cases and robust analytical requirements, ensuring compliance with banking regulations.

4. Domain-Driven Solution Architecture

Leverage deep BFSI domain expertise (e.g., Retail Banking, Wealth Management, Credit / Lending product lifecycles) to design and deploy contextual, compliant, and highly effective personalization solutions that are tailored to financial customer behaviors and regulatory requirements.

5. Performance & Optimization Governance

Establish rigorous, quantifiable Key Performance Indicators (KPIs) and a governance model for personalization efforts, focusing on measurable commercial outcomes such as uplift in conversion rate, reduction in cost-to-serve, and increased product uptake.

Oversee the design and execution of a large-scale experimentation framework (A / B, multivariate testing) to continually optimize personalization models, creative assets, and channel execution.

6. Team Leadership & Commercial Enablement

Act as the senior subject matter expert for personalization, guiding internal teams and business development efforts with compelling analytics-driven Points of View (POVs), solution prototypes, and executive proposals that clearly articulate the ROI of personalization initiatives.

Drive the delivery of complex, cross-functional personalization programs, ensuring alignment and seamless execution between business, technology, data science, and governance teams.

Required Qualifications & Experience

This role requires a highly experienced, strategic leader with a proven ability to drive large-scale transformation.

Overall 12+ years of progressive experience in Customer Analytics, Digital Transformation, or Data Science, with a minimum of 7 years specifically focused on personalization, CXM or real-time decisioning.

Minimum 5 years of experience in the BFSI domain (Banking, Wealth, or Insurance), demonstrating a deep understanding of financial products, customer segmentation, regulatory environments and compliance.

Proven success in leading and governing the full lifecycle of a multi-channel personalization program (from strategy to delivery) demonstrating quantifiable business impact.

Expert-level domain expertise in designing and implementing data products and scalable data models ( CDP, MDM, Feature Stores ) that power real-time decision-making, hyper-personalization, and predictive analytics across customer touchpoints.

Exceptional consultative and executive communication skills with a proven ability to influence senior C-level stakeholders, translate complex data science concepts into clear business strategy, and lead organizational change.

Demonstrated strategic leadership in designing and scaling analytics solutions that leverage advanced modelling (AI / ML), sophisticated segmentation, and robust experimentation frameworks.

Mastery of the personalization technology stack (e.g., CDPs, Decision Engines, Mar Tech / Ad Tech platforms) and experience integrating these systems within a large enterprise IT architecture.