Senior Officer - Customer Insights & Personalisation

MAIN OBJECTIVE OF ROLE: To transform modeled customer data into clear, actionable insights that enhance customer experience, informed business decisions, and support personalization initiatives. KEY RESPONSIBILITIES:

• Analyses customer behavior, lifecycle trends, digital interactions, and transaction patterns to generate actionable insights that support customer engagement and business performance.
• Builds and maintains dashboards, scorecards, and reports to track customer KPIs (e.g., engagement, retention, NPS, and loyalty metrics).
• Develops and refines customer segments and personas using behavioral, demographic, and value‑based attributes.
• Provides insights from customer KPI driven insights to enhance segmentation, offers, and channel effectiveness.
• Supports the design, execution, and analysis of experiments across marketing and digital channels from customer Lense.
• Provides recommendations to communicate with customers at different stages of customer journey for better customer experience.
• Translates analytical findings into clear and compelling insights to support stakeholder understanding and decision-making.
• Conducts deep-dive analyses to identify opportunities, pain points, and business drivers.
• Provides analytical support for targeted campaigns and personalized customer experiences.
• Builds frameworks to measure the impact of customer journeys on retention and customer value.
• Applies statistical rigor and ensures clear interpretation of analytical outputs to support accurate and reliable insights.

QUALIFICATIONS:

• Bachelor's Degree (3+ years)
• Fluent in English
• A minimum of 3 years of experience in analytics or business intelligence, ideally in customer‑focused industries (retail, e‑commerce, travel, telecom, loyalty).
• Strong proficiency in SQL and Excel. Experience with data visualization tools (Tableau, Looker, etc.). Understanding of CX analytics, customer datasets, and digital behavior metrics.
• Years with qualifications: 5 - 7 years, Years without qualifications (if applicable): 7 - 9 years

COMPETENCIES:

• Customer Focus
• Teamwork
• Effective Communication
• Personal Accountability & Commitment to achieve
• Resilience & Flexibility (Can do attitude)

ISR Requirements: Reads and complies with the ISR policies of the Company and diligently reports any weakness or incidents to the respective Line Manager or the Information Security team. Completes all required ISR awareness sessions and follows associated guidelines in the day-to-day business operations.