Data Dive: ‘I learned how to understand data and the important story it tells’

The Providence Business News recently profiled Clark University and School of Business alumnus, Caleb Gibson ’22, MBA ’23, who is now employed with Citizens Bank. This story was written PBN staff and shared on their web site.

DATA DIVE: ‘I learned how to understand data and the important story it tells’

By PBN Staff

09/27/2024

A college internship opened Peyton “Caleb” Gibson’s eyes to the varied job opportunities in banking and he’s taken full advantage.

Through Citizens Bank’s Consumer Bank and Enterprise Experience program the Clark University graduate received hands-on experience working with colleagues and customers and analyzing data. Following the summer internship, he returned for leadership training and landed a job with the bank focused on improving the customer experience.

“The skills I am developing … can be transferable to almost anywhere in the company,” he said.

Were you always planning for a career in banking? What led you to that career direction?

For a while, I had no idea what I wanted for my career path. In college, I used my interest in math and economics to pursue a major in business management with a concentration in data analytics and minor in economics. I knew that generally I could go anywhere with the skill set I had developed. It wasn’t until the end of my junior year that I found my interest in banking when I received the opportunity to intern with Citizens.

You participated in Citizens’ CBEX program twice, once as a summer intern and then for leadership development. Can you briefly explain how the program works and what attracted you to it?

The Consumer Bank and Enterprise Experience summer program is a 10-week internship where you work in a position either in the enterprise experience or consumer side of the bank. The program allows participants to learn the fast-paced nature of banking, participate in speaker series with senior leadership, and to work on a major project that helps to advance an area of the bank. The program culminates with interns presenting a final project in front of senior leaders.

The full-time program is a year-long rotational program where participants hold four different three-month rotations. CBEX associates participate in an early-career development program with other young professionals in the bank to complete a major three-month-long project that is also showcased to senior leaders.

I was attracted to the program, as it offered me an opportunity to simply try new experiences, learn what I love/dislike within the banking industry and where my potential lies. … It was great to see Citizens listen to the recommendations of interns and implement those same ideas. Then what has kept me at Citizens is the amazing colleagues [here].

Can you describe the on-the-job experience you received and how important it was in preparing you for the full-time job you now have?

In my first rotation of enterprise transformation, which involved managing colleagues who work in the modern operating model, I was in a busy area where there was always plenty of work. I was compiling data on the productivity of teams working in the operating model, taking meetings notes sharing action items and taking on projects to assist with application migration, while also constructing new procedures with them. This expediently had me realize why teachers say time management is important, but also to have a growth mindset with all my tasks. This first rotation helped me set a strong foundation of learning in preparation with my current role aa customer experience partner. My most important takeaway is that I learn how to understand data and the important story it tells, which directly correlates with understanding the customer experience and how best to improve it.

You now work as a customer experience partner. What does that involve and how does that work position you to advance within the company?

My work involves ensuring the best experiences for Citizens ‘customers. This includes how they interact with colleagues in our branches and our contact center, or with our mobile app and the website. Within the area of customer experience, we conduct detailed studies on our relationship with our customer base to gauge our net promoter score, which is a metric that identifies customer satisfaction and willingness to recommend our products or services. We also work with J.D. Power to understand how our services are liked or disliked by our customers and how we compare to the rest of the industry. Overall, my work requires the ability to understand a customer’s wants/needs with a strong understanding of how to source and analyze data to determine the best possible recommendations for improvements. I believe the skills I am developing in my position can be transferable to almost anywhere in the company and will serve me well in the future.

What are your long-term career goals?

I have always had an interest in data analysis and maybe even becoming a data scientist. For now, I want to see where the customer experience area can take me. I am excited to have the opportunity to utilize the skills I have learned in the last year at Citizens and from my learnings in college.

You recently graduated from college. Do you think most students are aware of the job opportunities that exist in financial services?

Pipeline programs are great, and I feel that many are unaware of the opportunities they bring. There is such a wide range of jobs available in the financial services industry. I am someone who appreciates a hands-on working experience. Through my education and opportunities like the CBEX program was able to gain new skills and learn how to best leverage my talents.

What more can Citizens and other banks do to recruit and develop the next generation of banking professionals?

It starts with interacting with the next generation as early as you can. In general, banks should focus on giving back to the communities where they operate to help advance economic opportunities and greater outcomes for that community. For example, banks should all have financial literacy programs for teens and young adults, like Citizens’ Helping Citizens Manage Money Program to help ensure financial success for their future. By providing such services, financial institutions can show the next generation they care for their success and financial well-being. Hopefully, this will lead to more students/young adults having an interest in the industry.

Story written by PBN staff and posted on their web site.