Manager, Customer Insights & Analytics

About the role

We are looking for a Manager of Customer Insights & Analytics to drive data‑powered decision making across the bank. You will partner with IT, MIS and Data Governance teams to make data accessible, build intuitive dashboards, and provide actionable insights that shape our customer experience strategy.

Key responsibilities

• Create and maintain analytic dashboards using Power BI that deliver user‑friendly views of customer journeys, dormant accounts, and zero‑balance insights.
• Integrate external customer experience survey data (ECES) into dashboards for comprehensive insight reviews.
• Conduct growth and attrition analysis, including daily/monthly active users, retention, churn, cohort, and segmentation studies.
• Support predictive modeling and machine‑learning initiatives to anticipate customer behavior.
• Assist data‑transformation projects by contributing to data architecture, governance, quality, security and compliance improvements.
• Provide ongoing analytics support to track project progress and evaluate efficiency and effectiveness.

Required profile

• Strong analytical mindset with critical‑thinking and problem‑solving abilities.
• Excellent communication and presentation skills to convey complex findings to diverse stakeholders.
• Attention to detail and a commitment to data accuracy.
• Adaptable and collaborative, able to work across multiple teams and evolving business priorities.

Required skills

• Power BI
• Python
• SQL