Job Title

Head, Customer Insights & Analytics

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Job Description

Our client, one of the largest first tier Retail Banking institutions, making a move towards digital transformation, with data at the
heart of its decision-making process, seeks a manager to drive its customer insights and analytics function.
This role will be a core part of the Customer Experience and Value Management team, charged with the responsibility of
developing and delivering the Bank’s customer acquisition, retention and profitability strategy.

Primary job purpose

The primary purpose of this role is to commercialise customer and market insights based on scientific advanced analytics
delivered through automated solutions.

Duties and responsibilities

Customer/market insights
Conceptualize, develop and deliver competitive, integrated, and relevant customer & market insights that can
effectively inform business decisions, shape marketing strategies, as well as optimise tactical plans
Provide in-depth customer insights from internal and external customer data sources, market and competitors
research to help drive strategies designed to help generate the right customer offer, enhance customer
advocacy and lifetime value
Advanced analytics/econometric modelling
Account for the development of an advanced analytics capability using internal /external data and information
platforms, powered by big data tools, machine learning algorithms, and econometric modelling
CRM campaign management
Develop and manage CRM campaigns to drive wallet share increase and customer acquisition targets of the
Develop, produce and maintain statistically robust and accurate campaign models to facilitate up-take across
acquisition, retention, right-sell, and cross-sell interventions
Partnership management
Develop a policy guideline/framework for strategic business partnership
Identify potential partners that would create value for the Bank and engage them to obtain favourable terms
for proposed partnerships
Negotiate complex partner and product integrations
Prepare briefs for the Executive Management meeting and prepare Board papers on new business partnership

Key accountabilities

Account for the creation and management of an integrated insights capability
Ensure the integration of insights (economic, market research, customer experience and advanced analytics) into
specific and overall strategies
Ensure the delivery of value-added actionable customer and segment insights (intelligence) to support and enhance
decision making
Ensure the delivery of economic and segment analysis, identifying business growth opportunities, and supporting the alignment of objectives with market opportunities
Account for the creation and delivery of advanced/predictive modelling to enable optimal decision making
Account for the development of econometric/behavioural models to inform localised strategies as input to key models
Provide subject matter expertise on data-driven business solutions, leveraging best practices from externally and
internally derived insights to drive positive value for customers and shareholders
Performing complex and in-depth analysis/modelling to maximize profits and asset growth as well as minimize credit
losses, operational losses and other risk exposures
Support the overall process of management and corporate decision-making to ensure the Bank maximizes its short,
medium, and long-term profitability and shareholder returns

Preferred experience

Minimum of 10 years work experience with 3-5 years in advanced data analytics, complex modelling, statistical and
financial modelling, Business Intelligence, customer analytics and customer insights management across
Telecommunications, Banking, Insurance, Fintech and other related sectors.
Candidate must also possess leadership experience and the ability to translate insights into recommendations to be
presented at non-technical forums.

Academic qualifications

-MBA or any advanced degree in business, computer science or information studies
-BSc in Statistics, Mathematics, Engineering, Finance, Business Science, Informatics
Knowledge/technical skills/expertise
Very strong business and financial acumen
A good knowledge of product and segment CVP
MS Office, SQL Server, Cognos and other Business Intelligence (BI) tools
Financial, statistical and mathematical modelling skills, software skills SAS, MATLAB, SQL (Structured query language),
Quantitative and data manipulation skills
Exposure to business-driven programmes with IT implementation


If you feel challenged by this advert, and believe you can deliver on key expectations outlined above, please send your application letter and current curriculum vitae

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