Senior Manager, Customer Analytics and Insights

Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

This role will be the core team member in Group Customer office to spearhead overall analytics & insights strategy. This includes partnering with technology team to form a customer 360 data platform across different domains of data such as demographics, policy, claims, customer journey & interaction data points so as to drive the adoption of reporting, analytics and personalized contact. The role will also champion a data-driven decision-making culture, spearhead the right use cases for achieving customer growth, better customer journey design and improving customer experience.

Job Responsibilities

• Act as a champion to spearhead customer analytics & insights strategy, lead the development of use cases across different markets through partnering with technology team to build the right processes, technology infrastructure and tools as well as culture and people capabilities. Champion data-driven decision making and drive integration of data insights into business processes.
• Drive actionable data insights to deliver business results through effective customer campaigns, customer life cycle management and robust tracking. Leverage relevant tools such as predictive modelling to enhance campaign effectiveness.
• Direct our data strategy to maximize lead generation & conversion, leverage data across different customer touch points, policy data, channel data to formulate customer contact that delights customers and drives business results.
• Foster a deep understanding of our customers via data insights - enable a customer centric business model, devise and monitor customer segmentation to support the advancement of customer propositions & initiatives. Partner with customer experience, marketing, propositions and technology teams on driving data-led customer journey enhancement.
• Advance data infrastructure, technologies and tools as the business lead, partner with technology team to develop and ensure the readiness of our tech stack and enablers, such as, Data Platform, Reporting, CRM tool, AI and machine learning, to keep up with ever-evolving data demands and changing technology landscape. Orchestrate use cases and drive adoption.

Job Requirements

• Degree holder in Computer Science, Decision Science, Mathematics, Econometrics, Actuarial Science, Marketing Analytics or Statistics
• Minimum of 8 years of experience in Data, Analytics and CRM from financial institutions.
• Proven experience in translating complex analytics / insights into business commercialization, and vice versa to translate business requirements into technical data and/or infrastructure requirement for IT to execute
• Sharp business acumen, strategic thinking and strong understanding on sales, marketing and operations in insurance industry
• Sound knowledge in latest trends of CRM and analytics platform/ tooling including but not limited to Salesforce and Databricks
• Excellent stakeholder management skills and ability to partner and influence across different functions/business units.
• Effective communication and storytelling skills.
• Ability to work independently and as part of a team.

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.