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Director of Digital Analytics & Personalization
First Republic Bank
San Francisco, CA, United States
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First Republic is an ultra-high-touch bank that provides extraordinary client service. We believe that one-on-one interactions build lasting relationships. We move quickly to serve our clients’ needs so that their financial transactions are handled with ease and efficiency. Client trust and security are paramount in our line of business. Ultimately, our goal is unsurpassed client satisfaction which will lead to personal referrals – our number one source of new business.
We recognize that our competitive advantage starts with our people and our culture. At First Republic, we work hard and move quickly as a very coordinated team. If you are looking for an opportunity to grow and contribute in a fun, fast-paced environment, First Republic is the place for you. We have exceptional people focused on providing extraordinary service.
Reporting to the Head of Digital Channels, this position is responsible for management and oversight of digital analytics and personalization efforts for First Republic Digital Channels. This role is tasked with championing and developing data-driven solutions for our authenticated online/mobile banking services for both consumer and business private banking clients, as well as digital services for wealth management clients. He/She will drive value for First Republic by delivering personalization based digital service and sales capabilities, ongoing digital analytics to drive insight into planning/optimization of digital investment, campaigns, and in aiding to provide a 360-degree view of our clients.
Responsibilities:
• Define and maintain vision, strategy and execution roadmap for analytics & personalization function.
◦ Prioritize the implementation and expansion of our analytics tools to deliver insights and action related to KPIs
◦ Partner with key internal stakeholders across the bank to champion and socialize efforts, and build organizational support
◦ Explore, investigate, and monitor new consumer, behavior, and environmental data sources for continued innovation and analytics performance improvement
• Establish analytics KPIs for Digital Channels and its products, in partnership with the Digital Channels leadership and business teams
◦ Build related reporting capabilities (e.g. dashboards, product level reports)
◦ Establish and promote recurring reporting/insights reviews, and a data-driven decision-making process
• Serve as lead for department staff working on analytics & personalization efforts, driving successful implementation on Digital Channels properties, and others as appropriate.
◦ Align with channel owners to integrate analytics capabilities in overall development roadmaps
◦ Oversee requirements gathering and prioritization, and related QA/UAT efforts
◦ Coordinate with internal/external partners to implement
• Own analytics/personalization budget, platforms and vendor relationships
◦ Responsible for contracts, SOWs, and monitoring of ongoing contractual performance
◦ Partner with internal teams across the bank to ensure compliance with applicable rules and regulations
◦ Stay abreast of all platform/offering changes and impact on desired capabilities
• Support internal partnerships for consumption of Digital Channels’ analytics data across First Republic, including
◦ Internal support tools used by client-facing personnel
◦ Security monitoring platforms (e.g. BSA/AML)
◦ The bank’s Enterprise Data Warehouse (EDW), for enhanced Business Intelligence analysis
• Perform duties & responsibilities specific to department functions & activities.
• Perform other duties & responsibilities as required or assigned by supervisor.
Qualifications:
• 10+ years management of analytics & personalization efforts within Financial Services (at least 2 years Digital Banking a plus); business side with strong technical understanding
• 2+ years management of A/B testing & personalization efforts
• Oversight of digital analytics/marketing software implementation (desktop & mobile)
• Experience with KPI development and reporting buildout, preferably with integration into BI reporting tools (e.g. Tableau)
• Experience with integration of digital analytics platforms with one another and into an EDW
MENTAL/PHYSICAL REQUIREMENTS:
• Vision must be sufficient to read data reports, manuals and computer screens.
• Hearing must be sufficient to understand a conversation at a normal volume, including telephone calls and in person.
• Speech must be coherent to clearly convey or exchange information, including the giving and receiving of assignments and/or directions.
• Position involves sitting most of the time, but may involve walking or standing for brief periods of time.
• Must be able to travel in a limited capacity.