Specialized Analytics Manager - Digital & Customer Insights - Decision Management Team

Global Decision Management:

The Decision Management team is a global community that objectively connects and analyzes information, to create actionable intelligence for our business leaders. It identifies fact based opportunities for revenue growth in partnership with the businesses. The function balances customer needs, business strategy, and profit objectives using best-in-class and relevant analytic methodologies. To accomplish this, the group focuses on linkages of information, tools and analytics.

Role Outline/Job Summary:

The role of Assistant Vice President is based at Global Decision Management - COE and reports to the VP/SVP leading the team

The key requirement for the role is the ability to work with large scale data and new tools/techniques to build insights on customer experience and customer journey

Job Description:

Position Title: Specialized Analytics Manager- Digital and Customer Insights

Business Unit: Global Decision Management

Department: Digital and Customer Insights LOCATION: Bangalore

Role and Responsibilities:

Business/Department Objectives:

The role of AVP - Digital and Customer Insights is based at GDM Bangalore Center and reports to the VP/SVP leading the team. The AVP will be working with partners in Customer Experience teams across company to build insights on improving overall customer experience and journey

Core Responsibilities:

Analytic Project Execution:

Consistently deliver on multiple and complex projects aligned to business priorities independently

Business Knowledge:

Develop a thorough understanding of multi-channel customer journeys including the different use cases and experiences on the online banking site and mobile banking app, across multiple countries

Team management:

Manage, train and coach team members towards effective delivery; Seek to learn from other areas within the site to improve analytic approaches for the team

Communication:

Communicate and present effectively to partners and senior leadership

Organizational Development:

Contribute to organizational initiatives in wide ranging areas including competency development

Day-to-Day Responsibilities:

- Customer data analytics using data from EDW as well as other sources like Clickfox, NPS etc.

- Creating analytical and segmentation frameworks to understand and identify drivers of customer experience

- Break down complex business problems around customer experience and its drivers

- Learning new tools and techniques as required, and ensuring familiarity with all data sources

- Coordinate with stakeholders in both business and GDM teams to as required for project planning and execution.

Financial/ Budgetary: No

Individual Contributor (IC)/Managerial: Small Team

Key Deliverables:

Analyses on customer experience across channels and potential insights

Journey analytics for multi channel journeys and identifying areas to improve customer experience

Analysis of structured and unstructured data to mine insights on customer experience

Qualifications

Experience in: Big Data/HADOOP, SAS/R/Python

Text Analytics - Ability to synthesize unstructured data and find actionable themes/insights

Pattern Mining/Detection

Machine Learning Classification Algorithms

Prior experience in customer experience analytics using Clickstream/Clickfox

Strong Analytical aptitude and logical reasoning ability

Strong presentation and communication skills

Strong process/project management skills

Education:

Field of post-graduation - Computer Science, Mathematics, Operations Research, Statistics, Econometrics, Management Science and related fields. Could be any graduate degree holder

Experience:

6-10 years of experience in advanced analytics

Skills:

Signification exposure and proven ability in Deep learning, Natural Language processing and Understanding (NLP/NLU), Large Scale Machine Learning, Distributed systems for Machine learning

Expertise Required:

Big Data/HADOOP - HIVE/PIG, Java and Spark/Scala

Text Analytics - Ability to synthesize unstructured data and find actionable themes/insights - exposure to SPSS/Python/R

Pattern Mining/Detection

Exposure to Machine Learning Algorithms

Other:

Field of post-graduation - Computer Science, Mathematics, Operations Research, Statistics, Econometrics, Management Science and related fields. Could be any graduate degree holder