Manager, Analytics (Customer Journey)

Overview

Embark on a thrilling journey as you become the architect of Hong Leong Bank’s transformation journey. Our Analytics department will employ data-driven insights to revolutionize our business throughout the organization. The successful candidate will be part of our initiative in designing captivating customer journeys, leveraging a deep understanding of Artificial Intelligence (AI) and Machine Learning (ML) digital solutions to deliver a modern customer experience.

Hong Leong Bank is undergoing a transformation journey where our products & services will be driven by an AI/ML strategy. Communications with our customers are contextual, relevant, and engaging. This role is pivotal in supporting this objective, as the successful candidate will be a key contributor to ensure all campaigns are developed based on data-backed insights and employing modern marketing methods.

Overall Responsibilities:

1. Act as the key analytics partner to business to understand and evaluate business problems by conducting discussion sessions with product managers and gather data and requirements, and define a solution.
2. Perform in depth investigation via hypothesis creation, deep dive analysis to prove or disprove hypotheses and uncover new insights and solutions that are meaningful and actionable to guide decision making and develop business strategy.
3. Translate, validate analysis on AI/ML model findings by piloting journey into business language and build a storyboard to present findings, recommendations and action plan.
4. Review and evaluate campaign requests and performance to provide structure to campaigns in order to reduce ad hoc demand and improve resource and time management.
5. Support the real time continuous marketing effort by uncovering new business opportunities for cross sell, upsell and attrition via continuous analysis and monitoring of customer behavior over time.
6. Act as the key business partner to product managers and provide guidance and advice to stakeholders across the bank (touchpoints and products) to develop engaging and relevant content for campaign creation to drive optimal response.
7. Constantly look out for ways to enhance the data available by combining primary and secondary source data as much as possible to enrich analysis capability.
8. Ability express ideas, methodology, results and recommendations orally, in writing and through insightful reports and graphic illustrations to peers and management.

Managerial (team/group responsibilities)

• Guide and review the work of junior team members and AGTs on the analysis process from developing the analysis framework, thought process, journey design to final presentation.
• Act as checker in the maker / checker process of scripts to ensure logic and data sources used are correct.
• Able to manage different stakeholders from business, IT, etc in order to have a positive influence to drive desired outcomes.

Qualification/Requirement

• Malaysian Citizen
• Degree in Quantitative field such as Computer Science, Statistics, Engineering, Analytics or related disciplines.
• Minimum 5 years in a data focused role.
• Knowledge in customer segmentation strategies and personalized marketing campaigns is an added advantage.
• Experience in SQL, Phyton, AI/ML Development, Tableau, and API integration processes.

What’s next?

• Once you’ve applied online, our team will carefully review your application. Due to a high volume of applications, we appreciate your patience to allow for a fair and timely review process.
• Should you be shortlisted for the role, we will send you an invitation via email for an interview. You can also check on your application status by logging into your candidate account.

For more job opportunities, please go to HLB Careers: https://hlb.wd3.myworkdayjobs.com/HLBCareers/