CXM - Personalization Lead Director

As the CXM - Personalization Lead, your role involves defining and executing the strategic vision for omnichannel, real-time personalization across the banking customer lifecycle. Your deep expertise in the BFSI domain, advanced customer analytics, data-driven experience design, and proven track record of driving significant commercial value through personalization at scale will be crucial. You will lead and govern personalization efforts across product, marketing, and service channels, acting as the primary thought leader and executive partner. Key Responsibilities: - Define and champion the long-term personalization strategy and roadmap across all customer touchpoints 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. - Collaborate with C-suite and Senior Executive leaders to embed personalization as a core capability, identifying strategic opportunities where data-driven insights can unlock significant business value. - Direct the strategy for creating a unified 360 Customer Profile to fuel hyper-personalization, dynamic content delivery, and sophisticated targeting models. - Leverage deep BFSI domain expertise to design and deploy contextual, compliant, and highly effective personalization solutions tailored to financial customer behaviors and regulatory requirements. - Establish rigorous Key Performance Indicators (KPIs) and a governance model for personalization efforts, focusing on measurable commercial outcomes such as uplift in conversion rate and increased product uptake. - Act as the senior subject matter expert for personalization, guiding internal teams and business development efforts with compelling analytics-driven Points of View (POVs) and executive proposals. - 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: - 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, 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 demonstrating quantifiable business impact. - Expert-level domain expertise in designing and implementing data products and scalable data models 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. - Mastery of the personalization technology stack and experience integrating these systems within a large enterprise IT architecture.,