Manager, Customer Insights & Analytics

About the role

We are looking for a Manager of Customer Insights & Analytics to drive data‑driven decision making across the bank’s customer experience initiatives. The role will partner with IT, MIS and Data Governance teams to make data accessible, build dashboards and deliver actionable insights that support strategy, growth and operational efficiency.

Key responsibilities

• Design and maintain user‑friendly analytic dashboards in Power BI that combine internal metrics with external customer experience survey data.
• Develop customer journey insights such as 100‑day journey, dormant account prevention and zero‑balance analysis.
• Perform attrition and growth analytics, including churn, retention, daily/monthly active users, cohort and segmentation studies.
• Support predictive modelling and machine‑learning initiatives to anticipate customer behaviour.
• Collaborate on data‑transformation projects, improving data architecture, governance, quality, security and compliance.
• Provide ongoing analytics support to monitor project progress and assess effectiveness.

Required profile

• Strong analytical mindset with the ability to interpret data trends and translate them into business recommendations.
• Experience working with cross‑functional teams, especially IT and data governance, to deliver data solutions.
• Attention to detail and a commitment to data accuracy and consistency.
• Excellent communication skills for presenting insights to both technical and non‑technical stakeholders.

Required skills

• Power BI
• Python
• SQL