AVP, Customer Data and Analytics

Job Summary

Customer understanding, insights to support data driven processes and addressing business and / or transformational decisions. Provide compelling insights from customers through a wide range of qualitative and quantitative research to drive customer experience improvements across all touchpoints to achieve customer KPIs and gathering insights of the market at large. Also manages Regional and Group reporting and framework reporting in customer and marketing related areas to ensure strategic alignment with Group Strategies

.
Main Responsibilit

1. y:Customer 360 view integrate data (360-degree Customer view) and leverage on it across the organizatio
2. n.Customer Dashboard - Develop dashboard to track customer touch proactive analysis enhance Customer Experien
3. ceTo use customer data to drive action based on customer value, customer-based segmentation personas, demographics analytics to deliver personalized experiences and service differentiatio
4. n.Oversee and manage customer & distributor surveys including conducting ad-hoc surveys required to support improvement initiatives. Provide insights and analysis of TNPS, DNPS, RNPS results, CSAT & service performance across all customer touchpoints. Track, analyze the trend and correlation for TNPS, RNPS & DNPS and Complaints performance that will add value to the customer journey improvement initiatives. Track and report customer KPIs to Regional and Group offic
5. e.Clear and strong governance organization with agile mindset whilst compliance of SOPs, company and regulatory guidelines/ policies & standard requirement

s.
Qualification and Experience Requireme

• nt:Degree in Analytics, Statistics, Mathematics, Marketing/ Business, Computer Science or related fiel
• ds.Relevant certification or training in Research, Data, Design thinking and Project Manageme
• nt.Minimum of 5 years working experience in data processing and analysis, familiar with databases and analytic too
• ls.Related experienced in managing a wide range of qualitative and quantitative resea
• rchPossess strong critical and analytical skills with the ability to leverage on data to develop strategy/decisio
• ns.Possess a strong passion for improving the customer experien
• ce.Excellent spoken and written communication skil
• ls.A team player that able to communicate and collaborate well with various stakeholde
• rs.Strong multi-tasking ability and able to plan and prioritize work to meet deadlin
• es.Technical skills in statistical tools i.e.SAS or SQL or business visualization tools i.e. Power BI & Tableau is an added advanta
• ge.Related experience in Insurance or Banking is an added advanta

ge.
Compliance (this is compulsory sect

ion)Ensure compliance with the requirements of local regulations and all other relevant statutory regulations and guidelines, as well as relevant Company, Regional and Generali policies and procedu

res.
Information Security

(IS):Responsible for defining requirements as regards to information availability, confidentiality, and integrity. Managers must ensure that all staff members (including temporary staff) and providers comply with the relevant security stand

• ards.Perform risk analysis to determine risk and potential business imp
• acts.Liaise and co-ordinate with Information System Security Manager on all Information System Security activities within depart
• ment.Ensure compliance on Information System Security standards and Information System Security guidelines are adhere to within depart

ment.
Data Pr

ivacy:Ensure compliance with Data Privacy laws and regulations, policies, standards, process and procedures implemented by the Company at all

times.
Diversity, Equity, In

clusionGenerali is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, gender identity, national origin, veteran or disability

status.At Generali, we believe that it is our differences that make the difference. At the heart of everything we do, we value the fact that we are all human beings, unique in our own ways, bringing different cultures, lifestyles, mindsets, and prefe

rences.Our commitment is to leverage this Diversity to create long-term value, to be innovative, sustainable, to make the difference for our people, our clients, our partners as well as our communities. We strive to promote a culture where DEI is embedded in how we work and do business every day. All of us around the world are taking actions every day to create an inclusive and accessible workplace, where every person feels empowered to take ownership, to challenge biases and lead the transformation with a human