Customer Analytic Manager

POSITION OBJECTIVE:
• To develop customer data-mart model and lead the customer data enrichment initiatives
• To conduct data mining and support customer researches to provide timely and actionable insights for developing business priorities and monitoring the implementation
• To manage the customer feedback process and mining actionable insights from the customer feedback
• To develop and maintain customer dashboards that support monitoring implementation of the customer strategy

ROLES AND RESPONSIBILITIES:
A. Customer data-mart management (40%)
• Responsible for developing customer 360 data-mart that enable holistic view of customers.
• Monitoring the data quality and leading initiatives to clean or enrich the customer data.
B. Customer data mining and customer feedback management (40%)
• Collaborate with key stakeholders to develop effective customer feedback management framework. Responsible for mining insights from the customer feedbacks for improvement prioritization
• Conduct data mining and customer analytics to support resolving business problems, exploring improvement opportunities, or measuring initiatives impacts
• Support customer research implementation
C. Developing and maintaining customer dashboards/reports (20%)
• Develop and maintain customer dashboards/reports that support tracking progress of the customer strategy execution

Financial and Non-Financial Measures:
- Customer 360 data-mart to support customer analytics
- Actionable customer insights to support business decisions
- Timely update customer report/dashboards

Communication Requirements:
D. Internal (80%)
+ Regular engagement with key stakeholders from Customer Experience; Operation; Distribution Management; Business Strategy; Product Development to:
• Provide customer insights & implications for developing effective business solutions;
• Understand the customer journeys with AIA and customer data availability;
+ Regular engagement with IT team to maintain/enhance customer data-mart and analytic application
+ Regularly reporting to Leadership Team, SMT on customer dashboards and implementation of the customer data management
+ Ongoing communications with Group Customer Experience Team and Group Data Analytic Team to leverage expertise in customer data management and customer analytics
E. External (20%)
+ Research Agencies to conduct customer researches
+ Business partner to support customer analytics
+ Vendors of data processing and analytics tools

Department / Functional Area: Customer Strategy
Reports to: Director, Customer Strategy

• Education – A bachelor degree preferable in Econometrics Application or MIS
• Experience – At least 5 years of practical experience in data mining and business analytics, preferable in financial services
• Solid understanding on the usage of key analytics platforms (SAS, R, Qlikview or Tableau), Database (SQL);
• Fluent in English and Vietnamese, both written and oral
• Special skills:
- Strong analytic thinking
- Strong data processing skills, preferable SQL, analytic applications
- Strong project management skills
- Strong presentation skills

- According to the company's policy

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