Manager, Customer Analytics & Insights

About the role

We are looking for a Manager, Customer Analytics & Insights to lead the design and delivery of data‑driven insights that shape the bank’s customer experience strategy. The role will collaborate closely with IT, MIS and Data Governance teams to make data accessible, build dashboards and support predictive modelling initiatives.

Key responsibilities

• Partner with IT/MIS/Data Governance to ensure data availability for analytics and dashboard creation across business units.
• Develop and maintain user‑friendly analytic dashboards (Power BI) that surface customer journey insights, dormant account prevention, zero‑balance alerts and external survey analytics.
• Conduct customer attrition and growth analyses, including churn, retention, active‑user metrics, segmentation and cohort studies.
• Support predictive modelling and machine‑learning projects by providing data preparation and analytical expertise.
• Track project progress, evaluate efficiency and effectiveness, and contribute to data‑quality improvement initiatives.
• Assist in the bank’s Data Transformation programme, focusing on data architecture, governance, security and compliance.

Required profile

• Strong analytical mindset with the ability to interpret data trends and translate them into actionable business recommendations.
• Excellent communication and presentation skills to convey complex insights to diverse stakeholders.
• High attention to detail and commitment to data accuracy.
• Adaptable team player who can thrive in a fast‑changing environment and collaborate across functions.

Required skills

• Power BI
• Python
• SQL