Michael Leahy
Customer Journey Analyst and Reporting Manager at M&T Bank
- Role
- Customer Journey Analyst and Reporting Manager at M&T Bank
- Location
- Buffalo, NY, US
- LinkedIn followers
- 500 followers
Experience
Customer Journey Analyst and Reporting Manager
Nov 2019 — Present · Buffalo/Niagara, NY, US
Lead CX Analytics strategy for Enterprise Customer Experience across Retail, Small Business, and Commercial verticals.Built an advanced Customer Journey Analytics program to analyze customer behavior, sentiment, and cross-channel usage.Consult with bank leadership, providing a customer-centric data perspective to drive decisions.Implement insights on onboarding, retention, channel use, and migration into practical product, service, and procedural changes.Enhanced Customer Lead propensity models by integrating customer behaviors, correlated to customer experience and profitability increases.
Education
St. Bonaventure University
MBA, Marketing
2006 — 2008
Buffalo State University
Communications, Journalism
Skills
- Banking
- Digital Media
- Marketing Communications
- Social Media
- Social Media Marketing
- Marketing
- Analysis
- Leadership
- Marketing Strategy
- Advertising
- Strategy
- Analytics
- SEO
- Web Analytics
- Integrated Marketing
- Management
- Product Marketing
- Digital Marketing
- Sales
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