HARRISBURG, Penn. — PSECU has named Eduardo Santos, Ph.D., as vice president of enterprise growth strategy and insights, “marking a significant step in the ongoing transformation of the credit union’s Member Experience team,” the credit union said.
In his new role, Santos will oversee strategy, marketing analytics, experience analytics, market intelligence, and deposit strategy. His team will help the organization better understand members’ preferences and align growth efforts with what drives value, grounding PSECU’s strategy in data to deliver more relevant products and provide the best possible member experience, according to PSECU.
Santos brings more than 20 years of experience building and scaling data teams that bring clarity to complex decisions. Most recently, he served as head of sata and AI at Loop Returns, where he built and led the company’s data organization.
During his tenure, he scaled self-service analytics adoption, reducing ad-hoc reporting by 75%, and developed an AI-powered fraud detection product that reduced merchant losses.
“One of our biggest strengths at PSECU is our willingness to stay curious and keep evolving,” Erin Hennessy, chief member experience officer, said in a statement. “Eduardo’s leadership in insights and growth will help us ask the right questions, find better answers, and unlock new ways to serve our members more meaningfully.”
Prior to Loop Returns, Santos served as director of Data and Analytics at Brightwheel and Simple Finance. He also served as vice president of Enterprise Analytics at United FCU, where he built and led the Data Science and Analytics function, modernizing data infrastructure and driving data-driven decision-making across the organization.
His work resulted in measurable improvements, including a 35% reduction in issue resolution time and a 15% increase in Net Promoter Score through enhanced customer feedback systems.
Santos holds a Ph.D. in computer science from Université de Technologie de Compiègne in France, specializing in digital imaging and machine learning applied to document image processing.
He has secured 10 patents for innovations in document processing and content extraction.
PSECU said Santos’ hiring reflects its ongoing commitment to strengthening its Member Experience team. Since last year, the team has expanded its scope to integrate data analytics more deeply into product development and service delivery, creating a more cohesive and impactful approach to understanding and serving member needs.