Business Experience & Planning Advisor Senior - Customer Data Forensics

Position Overview At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company’s success. As a Business Experience & Planning Advisor Senior within PNC's Customer Data Forensics organization, you will be based in Cleveland, OH; Pittsburgh, PA; Tyson's Corner, VA; Washington, D.C. Job Summary: This is a senior-level individual contributor responsible for improving the quality, governance, usability, and reliability of enterprise customer data. This role partners across business, technology, analytics, risk, and compliance to define customer data standards, resolve data issues at the root cause, and enable trusted customer data products for reporting, analytics and modeling, business decisioning, customer experience, and regulatory needs. The role also helps shape and deliver analytically ready datasets and reusable features that accelerate insight generation and decision solutions. Key Responsibilities: Customer Data Strategy & Stewardship • Serve as a subject matter expert (SME) for enterprise customer data concepts including customer identity, householding, customer hierarchies, contact data, consent/preferences, and customer attributes. • Drive customer data definition alignment (business glossary, critical data elements, metadata), ensuring consistent meaning and usage across platforms and lines of business. • Contribute to customer data strategy and roadmap, identifying opportunities to modernize customer data capabilities and reduce fragmentation. Data Quality & Issue Management • Execute customer data quality management practices: profiling, monitoring, rule definition, threshold tuning, and performance reporting. • Lead investigation of data anomalies and recurring defects using structured root cause analysis; coordinate remediation with upstream/downstream partners. • Implement scalable controls and preventive measures (e.g., validation rules, reconciliation checks, exception handling, automation) to reduce repeat issues. Analytics, Modeling & Decisioning Enablement • Partner with analytics and data science teams to translate business problems into data requirements, analytically ready datasets, and reusable features (e.g., customer identity, household, relationship, and behavioral attributes). • Support model development and monitoring by improving data completeness, stability, and explainability; document assumptions, transformations, and known limitations for appropriate use. • Enable business decisioning use cases by defining customer data inputs for segmentation, targeting, credit/marketing decisioning, personalization, and next-best-action solutions. • Establish fit-for-purpose data quality checks for analytic pipelines (distribution shifts, outliers, freshness, leakage risks) and coordinate remediation when thresholds are breached. • Collaborate with partners to develop KPIs and measurement approaches that connect data improvements to business outcomes (e.g., conversion, retention, risk performance, operational efficiency). Governance, Controls & Regulatory Support • Support customer data governance routines including stewardship forums, issue/decision logs, and control evidence management to enable consistent, trusted use of customer data across reporting, analytics, and decisioning. • Ensure customer data processes and controls align to risk, audit, privacy, retention, and regulatory requirements while supporting responsible innovation and scalable analytic consumption. • Produce leadership-ready reporting on customer data risk posture, control health, remediation progress, and key metrics; highlight impacts to critical reporting, models, and decision solutions. Data Enablement & Product Delivery • Partner with data engineering and product teams to define requirements for customer data solutions (MDM/EDS/APIs/data lake), including onboarding, lineage, analytic consumption patterns, and performance/availability needs. • Support design and operationalization of “trusted” customer data products and feature sets (e.g., curated views, golden records, identity/household features), including documentation, data contracts, and consumption guidance. • Enable analytics, operations, and customer-facing teams by improving accessibility to reliable customer datasets and features, advising on proper usage, and accelerating time-to-insight/time-to-decision. Cross-Functional Leadership • Act as a connector across business, operations, risk, and technology—translating business needs into data requirements and actionable delivery plans. • Mentor analysts/junior data stewards and promote standards, playbooks, and repeatable practices. • Influence without authority through clear narratives, fact-based recommendations, and proactive stakeholder engagement. Preferred Qualifications: • Experience with Master Data Management (MDM), customer identity resolution, probabilistic matching, or householding solutions. • Familiarity with data governance frameworks and tools (e.g., Collibra/Alation, Archer/GRC tools, data cataloging/lineage platforms). • Experience supporting regulatory programs, MRAs, audit readiness, and control evidence practices. • Experience supporting analytics and data science workflows (feature engineering, cohort/segment analysis, model inputs/outputs) and translating business decision needs into data solutions. • Familiarity with decisioning and measurement practices (e.g., segmentation strategies, champion/challenger testing, experimentation, KPI design) and working with stakeholders to evaluate impact. • SQL proficiency and experience working in data lake / warehouse environments (cloud and/or on-prem). • Background in financial services data management or other highly regulated environments. Core Skills & Competencies: • Customer data domain expertise (definitions, lifecycle, usage, risks, and controls) • Data quality management (profiling, rule design, monitoring, thresholds, reconciliation) • Root cause analysis & remediation leadership • Governance & control mindset (risk-based prioritization, audit readiness, responsible data use) • Analytics enablement (analytically ready datasets, feature definitions, metric/KPI alignment) • Decisioning & insight orientation (connecting data work to business outcomes; supporting model and decision solution lifecycle) • Requirements definition (business-to-technical translation; user stories; acceptance criteria) • Executive communication (clear narratives, concise updates, decision framing) • Collaboration & influence across business, tech, risk, compliance, and operations PNC is an in-office company that fosters a supportive culture where employees can thrive and achieve balance. We encourage candidates to connect with their recruiter and hiring manager to understand workplace expectations and ensure the role aligns with their goals. PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position. Job Description Indirectly leads cross-functional teams to improve business planning methods. Executes key line of business initiatives and growth strategies and programs that will drive line of business objectives. Demonstrates commitment to quality by delivering customer focus and appropriate risk management practices to customers and/or internal partners. Leads execution and implementation of business planning processes. Designs strategic plans based on forecasts, and provides improvement recommendations. Understands business direction and needs and develops solutions, roadmaps and assessment of potential business impacts. Identifies and executes opportunities that add significant value to the business and to achieve business goals. Consults and influences key decision makers to ensure cross-business and cross-functional alignment and synergy.Serves as subject matter resource and advocate that influences the implementation of best practices and learning plans that meet business objectives. PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be: Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions. Managing Risk - Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework. Qualifications Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role. Listed below are skills, competencies, work experience, education, and required certifications/licensures needed to be successful in this position. Preferred Skills Business Development, Business Intelligence (BI), Competitive Advantages, Competitive Strategies, Data Integration, Data Mining, Strategic Planning Competencies Accuracy and Attention to Detail, Analytical Thinking, Business Process Design, Data Gathering and Analysis, Effective Communications, Influencing, Planning: Tactical, Strategic, Problem Solving, Strategic Thinking Work Experience Roles at this level typically require a university / college degree. Higher level education such as a Masters degree, PhD, or certifications is desirable. Industry relevant experience is typically 8+ years. Specific certifications are often required. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered. Education Bachelors Certifications No Required Certification(s) Licenses No Required License(s) Pay Transparency Base Salary: $91,000.00 – $202,800.00 Salaries may vary based on geographic location, market data and on individual skills, experience, and education. This role is incentive eligible with the payment based upon company, business and/or individual performance. Application Window Generally, this opening is expected to be posted for two business days from 06/08/2026, although it may be longer with business discretion. Benefits PNC offers a comprehensive range of benefits to help meet your needs now and in the future. Depending on your eligibility, options for full-time employees include: medical/prescription drug coverage (with a Health Savings Account feature), dental and vision options; employee and spouse/child life insurance; short and long-term disability protection; 401(k) with PNC match, pension and stock purchase plans; dependent care reimbursement account; back-up child/elder care; adoption, surrogacy, and doula reimbursement; educational assistance, including select programs fully paid; a robust wellness program with financial incentives. In addition, PNC generally provides the following paid time off, depending on your eligibility: maternity and/or parental leave; up to 11 paid holidays each year; 9 occasional absence days each year, unless otherwise required by law; between 15 to 25 vacation days each year, depending on career level; and years of service. To learn more about these and other programs, including benefits for full time and part-time employees, visit pncthrive.com. Disability Accommodations Statement If an accommodation is required to participate in the application process, please contact us via email at View email address on click.appcast.io. Please include “accommodation request” in the subject line title and be sure to include your name, the job ID, and your preferred method of contact in the body of the email. Emails not related to accommodation requests will not receive responses. Applicants may also call View phone number on click.appcast.io and say "Workday" for accommodation assistance. All information provided will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations. At PNC we foster an inclusive and accessible workplace. We provide reasonable accommodations to employment applicants and qualified individuals with a disability who need an accommodation to perform the essential functions of their positions. Equal Employment Opportunity (EEO) PNC provides equal employment opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law. This position is subject to the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA) and, for any registered role, the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act) and/or the Financial Industry Regulatory Authority (FINRA), which prohibit the hiring of individuals with certain criminal history. California Residents Refer to the California Consumer Privacy Act Privacy Notice to gain understanding of how PNC may use or disclose your personal information in our hiring practices. For nearly 160 years, PNC has strived to make a meaningful impact for our employees, customers, communities, and shareholders. We believe our success and positive reputation are built on open and honest dialogue, an unwavering focus on smart risk management, relationship-based customer service and community investments. Our inclusive workplace allows our employees to be heard, valued, and developed to do their best work. Being a great place to work means we are making a lasting difference for everyone we serve. Check out the top reasons to join PNC. PNC’s total rewards package includes things like time off, benefits, learning and career development, wellness programs, recognition and much more. The benefits and programs highlighted below are just a sampling of what PNC offers its employees. To learn more, visit our Total Rewards page. If you're not ready to apply yet, or you'd like to learn more about PNC, join the Talent Community to receive regular updates on what's happening at PNC and available career opportunities. Click to join!