Customer Experience Role - Bank

Customer Experience - Leading Bank In Overseas Location

A leading domestic bank in a fast growing ASEAN country is undergoing a digital transformation, and as part of this process is looking to build out its analytics function for its retail lending business. They require an expert in customer and business analytics to fulfill the following requirements:

- Craft a deep understanding of digital customers and their life cycle journey through both quantitative and qualitative analysis, sharing insights across the organization

- Identify key opportunities in the customer journey and test ways to increase subscriber engagement, reduce churn, and improve LTV per member

- Influence and align partners on recommendations and objectives

- Build network of membership, loyalty, and subscription owners from like-businesses for best practices, new ideas, and what works/doesn- t work

- Provide analytics and recommendations, and help deploy the customer segmentation and alignment of resources to customers as part of our annual strategic planning (Go For Growth) in Customer Success

- Ongoing alignment of our resources to customers in Customer Success and Renewals

- Develop recommendations and build presentations for executive leadership in Customer Success

- Process development and documentation of our territory management, carving, and capacity planning initiatives

- Modeling and analytics to support long range planning and development of new ideas to scale our business

Qualifications/Skills:

- 2-3 years of management consulting experience, sales strategy, sales operations, or related experience IN THE BFSI industry

- Passion for inventing solutions to complex business problems, making trade-offs between stakeholder groups, and persuading stakeholders of a chosen approach

- Understanding of Software as a Services (SaaS) business model

- Ability to work independently and drive the details of a complex project plan spanning multiple teams

- Strong analytics skills in Excel (or similar) to analyze data to develop insights and make data-driven recommendations; experience using analytics or statistical software (Tableau, or similar) and light coding (e.g. SQL) considered an asset

- Strong PowerPoint skills; ability to use slides to make a persuasive presentation

- Excellent communication, presentation, conflict resolution and negotiation skills