AVP, Customer Data and Analytics

Job Summary

Customer understanding, insights to support data driven processes and addressing business and / or transformational decisions. Provide compelling insights from customers through a wide range of qualitative and quantitative research to drive customer experience improvements across all touchpoints to achieve customer KPIs and gathering insights of the market at large. Also manages Regional and Group reporting and framework reporting in customer and marketing related areas to ensure strategic alignment with Group Strategies.

Main Responsibility:

1. Customer 360 view
   integrate data (360-degree Customer view) and leverage on it across the organization.
2. Customer Dashboard
3. Develop dashboard to track customer touch proactive analysis enhance Customer Experience
4. To use customer data to drive action based on customer value, customer-based segmentation – personas, demographics analytics to deliver personalized experiences and service differentiation.
5. Oversee and manage customer & distributor surveys including conducting ad-hoc surveys required to support improvement initiatives. Provide insights and analysis of TNPS, DNPS, RNPS results, CSAT & service performance across all customer touchpoints. Track, analyze the trend and correlation for TNPS, RNPS & DNPS and Complaints performance that will add value to the customer journey improvement initiatives. Track and report customer KPIs to Regional and Group office.
6. Clear and strong governance organization with agile mindset whilst compliance of SOPs, company and regulatory guidelines/ policies & standard requirements.

Qualification and Experience Requirement:

• Degree in Analytics, Statistics, Mathematics, Marketing/ Business, Computer Science or related fields.
• Relevant certification or training in Research, Data, Design thinking and Project Management.
• Minimum of 5 years working experience in data processing and analysis, familiar with databases and analytic tools.
• Related experienced in managing a wide range of qualitative and quantitative research
• Possess strong critical and analytical skills with the ability to leverage on data to develop strategy/decisions.
• Possess a strong passion for improving the customer experience.
• Excellent spoken and written communication skills.
• A team player that able to communicate and collaborate well with various stakeholders.
• Strong multi-tasking ability and able to plan and prioritize work to meet deadlines.
• Technical skills in statistical tools i.e.SAS or SQL or business visualization tools i.e. Power BI & Tableau is an added advantage.
• Related experience in Insurance or Banking is an added advantage.

Compliance (this is compulsory section)

Ensure compliance with the requirements of local regulations and all other relevant statutory regulations and guidelines, as well as relevant Company, Regional and Generali policies and procedures.

Information Security (IS):

Responsible for defining requirements as regards to information availability, confidentiality, and integrity. Managers must ensure that all staff members (including temporary staff) and providers comply with the relevant security standards.

• Perform risk analysis to determine risk and potential business impacts.
• Liaise and co-ordinate with Information System Security Manager on all Information System Security activities within department.
• Ensure compliance on Information System Security standards and Information System Security guidelines are adhere to within department.

Data Privacy:

Ensure compliance with Data Privacy laws and regulations, policies, standards, process and procedures implemented by the Company at all times.

Diversity, Equity, Inclusion

Generali is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, gender identity, national origin, veteran or disability status.

At Generali, we believe that it is our differences that make the difference. At the heart of everything we do, we value the fact that we are all human beings, unique in our own ways, bringing different cultures, lifestyles, mindsets, and preferences.

Our commitment is to leverage this Diversity to create long-term value, to be innovative, sustainable, to make the difference for our people, our clients, our partners as well as our communities. We strive to promote a culture where DEI is embedded in how we work and do business every day. All of us around the world are taking actions every day to create an inclusive and accessible workplace, where every person feels empowered to take ownership, to challenge biases and lead the transformation with a human touch.