Maybank
As a Manager, Customer Analytics & Insights at Maybank you will assist Head of CX in the execution & implementation of CX & bank-wide data analytics and insights, strategy and related projects and align with GCEM’s vision, strategy and strategic promise on customer experience.
The role includes:
- Works with IT/MIS/Data Governance team to make data available for analytics purpose or for users to build dashboard for different business departments as needed.
- Provides ongoing data analytics and insights to help businesses and enablers develop strategy.
- Be a part of other tasks related to predictive modeling, or machine learning initiative.
- Provides ongoing support on different projects of the company on the aspect of using data to track project’s progress, and assessing the efficiency and effectiveness of the project.
- Works with IT/MIS/Data Governance team to support the development or enhancement of data structure, data organization, and ongoing data quality improvement.
- Developing Customer Insights & Dashboard Analytics
- Creates analytic dashboards providing a user-friendly interface
- Develops various types of customer insights and portfolio e.g. 100-day journey insights, account dormant prevention and 0 balance insights
- Incorporates external customer experience survey analytics (ECES) and insights into the dashboard as an in-depth review of all insights 2. Develop Customer Attrition & Growth Analytics In consultation with the Head of CX and in collaboration with other departments:
- Growth analysis e.g., daily/monthly active users, retention rate, churn rate
- Conducts customer attrition analytics process e.g., track in-app user, micro-surveys, exit surveys, to track customer satisfaction and engagement and to identify behavioral patterns
- Performs growth analysis with data analytics e.g., customer segmentation and analysis, cohort analysis 3. Supporting Data Transformation Initiative
- Contributes to the development and implementation of bank’s Data Transformation, covering data architecture and governance to facilitate data access, and ensure data quality, security and compliance.
- Customer Service
- Customer Experience Management
- Communication
- Problem Solving
Job Requirements
HARD SKILLS:
- Required Technical skills: Power BI, Python and SQL
- Data analytics & critical thinking skill: ability to analyze data, trends and other factors to objectively evaluate information and make judgements to inform businesses to make decisions SOFT SKILLS:
- Attention to detail: being thorough in analyzing data and identifying errors/inconsistencies for data accuracy and consistency
- Communication and presentation skills: effectively convey complex information to various stakeholders both verbal and written
- Adaptability & interpersonal skills: ability to adjust to change and evolve to business priorities; and to work collaboratively with different teams to drive actionable results
Maybank Group is the leading financial services provider in Malaysia catering to the needs of consumers, investors, entrepreneurs, non-profit organisations and corporations. The Group, which has expanded internationally, has the largest network among Malaysian banks of over 2,400 branches and offices in 20 countries, employing over 44,000 Maybankers and serving over 22 million customers. It is the only regional bank with a presence in all 10 ASEAN countries (as of November 2016).