Customer Insight Analyst

Job Purpose

To gather data relevant to digital product user interaction, conduct exhaustive descriptive, diagnostic, and predictive data analysis based on the requirements shared by relevant stakeholders from Customer Intelligence department and advocate a customer-centric approach for digital products.

Responsibilities

• Cleanse, standardize and enrich any customer data acquired.
• Analyze complex datasets from multiple sources (analytical tools, backend systems, core systems, contact center) based on requirements shared from Digital banking department stakeholders.
• Query and analyze large-scale customer datasets using BigQuery to support cross-functional reporting needs.
• Build tools for automating customer data analysis.
• Analyze effect of external forces (competitor offerings, new products in the market) on customer activity.
• Assist the Senior Customer Intelligence analyst with multiple customer segmentation techniques (RFM Model, Customer Lifetime value)
• Apply statistical analysis techniques to uncover consumer insights and validate hypotheses about customer behavior.
• Assist the Head of Customer Intelligence department to analyze with key customer metrics such as Customer Lifetime Value, Customer Churn Rate, Customer Retention rate.
• Analyze responses from surveys, focus group interviews to understand key themes related to customer needs.
• Act as the "Customer / User Representative" within Digital Product teams.
• Build engaging visualizations and dashboards on Data Studio / Looker Studio or Tableau for digital product teams and other external stakeholders for effective insights.
• Develop and test multiple AI models to improve predictive analytics capabilities.
• Build and apply machine learning models to support cross-sell and up-sell initiatives.
• Leverage generative AI tools to improve productivity and efficiency in day-to-day analytical work.
• Actively collaborate in brainstorming sessions within Customer Intelligence department to close gap between ABA Bank's digital product offerings and customer needs.
• Perform other tasks as assigned.

Qualifications

• Bachelor's in computer science, Information Technology or Economics, and/or related fields.
• Experience with querying tools such as SQL; experience with BigQuery is a plus.
• Experience with analytical tools such as Excel, PowerPivot, PowerQuery, Python or Pandas.
• Experience applying statistical analysis methods to derive consumer insights.
• Experience building and applying machine learning models, particularly for cross-sell and up-sell use cases.
• Proficiency in leveraging generative AI tools to enhance productivity and analytical work.
• Experience working as a data analyst or product analyst for a startup.
• Proven success in creative problem solving, driving customer-based research.
• Motivated self-starter, high on team work and collaboration, proactive and detail-oriented.
• Experience building dashboards on Data Studio / Looker Studio or Tableau (Preferable); PowerBI experience also a plus.