Product Development & Management

• Collaborate on strategic initiatives by identifying areas for product innovation or improvement.
• Develop and track key product metrics (KPIs) to monitor performance, usage, and profitability.
• Work with product managers and developers to define success metrics and provide data-driven recommendations for product enhancements.

Stakeholder Collaboration

• Engage with stakeholders across the organization to understand data needs and deliver targeted insights.
• Collaborate with Finance, Compliance, Operations, and Risk teams to ensure alignment on product and data objectives.
• Support senior management and other stakeholders with data-driven business cases for new product development, launch and enhancements to achieve business objectives.

Process Improvement and Automation

• Identify opportunities to streamline data collection, reporting, and analysis processes through automation.
• Implement solutions to improve data accuracy and consistency across systems.

Data Analysis and Reporting

• Analyse datasets to identify trends, patterns, and opportunities for product improvement and optimization.
• Create dashboards, reports, and visualizations to present insights to various stakeholders using tools such as Power BI.
• Conduct market and competitor analysis to understand industry trends and customer behaviour.
• Develop and maintain models for forecasting product performance and financial outcomes.

Marketing and Brand Development

• Work closely with the Marketing team to support brand presence initiatives, including marketing campaigns and policy development, Above the Line (ATL) marketing (such as website, social media etc.) and Below the Line (BTL) marketing (such as brochures and other collateral), for new product launches and promotional activities.
• Leverage data insights to inform marketing strategies, track the performance of social media efforts, and enhance the bank's digital footprint.
• Assist in shaping customer engagement strategies to improve visibility, brand loyalty and customer reach.

Experience Required

• Proven experience in customer experience (CX), customer insights, customer satisfaction measurement, market research, or business analytics roles.
• Experience designing, managing, and analysing customer satisfaction surveys, including NPS, CSAT, CES, Voice of Customer (VoC), and customer feedback programmes.
• Demonstrable experience interpreting large datasets and translating customer feedback into actionable business insights and improvement initiatives.
• Experience managing and improving external customer ratings, industry benchmark surveys, review platforms, and customer reputation metrics.
• Strong understanding of customer journey mapping, customer behaviour analysis, and customer experience best practices.
• Experience presenting insights, trends, and recommendations to senior stakeholders and influencing decision-making.
• Proven ability to work cross-functionally with Product, Operations, Sales, Marketing, and Customer Service teams to deliver customer-centric improvements.
• Analytical skills with experience using survey, reporting, and data visualisation tools such as Qualtrics, Medallia, Power BI, Tableau, Excel, or similar platforms.
• Experience tracking and reporting against customer satisfaction KPIs, identifying root causes of customer issues, and implementing actions to improve customer outcomes.
• Financial Services or regulated industry experience preferred, with an understanding of intermediary and customer distribution channels being advantageous.

Education

• Bachelor’s Degree (Minimum): Business Analytics, Computer Science, Engineering, Economics, Business, or similar, with a strong foundation in quantitative methods, data analytics and python programming.