Job Purpose: The role is responsible for developing and leading a team that uses customer data to gain insights and make data-driven decisions. This includes creating a comprehensive customer data strategy, analyzing customer data to identify patterns and trends, and using machine learning algorithms and predictive analytics to increase cross-sell and revenue. The Individual will also develop personalized experiences for customers, identify opportunities, and develop risk models to minimize risk. Finally, this role will collaborate with cross-functional teams and develop KPIs and performance metrics to measure the effectiveness of customer analytics initiatives.

Job Context & Major Challenges:
Organizational Context: ABC Digital has been incorporated as a wholly owned subsidiary of Aditya Birla Capital in 2023 to engage in distribution of Aditya Birla Capital products and providing services to customers, including web-based services, e-commerce, and payments facilities and allied activities.

Enabling Skill Sets & Qualifications:

• Bachelor's/master’s degree in mathematics/Statistics/Engineering or other quantitative disciplines.
• 10+ years of analytics experience in financial services with a focus on customer analytics, channel analytics, marketing analytics, payments, campaign management, and machine learning algorithms.
• Experience in managing and leading a team of business analysts and data analysts.
• Expertise in creating and executing analytical models for customer segmentation, churn prediction, cross-selling/up-selling, and CLV analysis
• Strong business acumen and communication skills that can convey complex analytical insights and data-driven recommendations.
• Ability to communicate complex analytical insights and data-driven recommendations to non-technical stakeholders.

Key Result Areas

KRA1 Strategic Planning: Set vision and create an executable roadmap with defined milestone and deliverables for the Customer Analytics group. Develop and implement a comprehensive customer data strategy to ensure a 360-degree view of customers across all touchpoints and interactions with the company.
KRA2 Data Analysis and Insights: Analyse customer data to identify patterns, trends, and insights that can drive data-driven decisions and enhance customer experience. Create and enhance models to forecast and recommend next-best-offer (NBO) chances using machine learning algorithms and predictive analytics to increase cross-sell and revenue.
KRA3 Personalization and Customer Experience: Create and implement personalized experiences for customers across all channels, leveraging data and analytics to tailor messaging, content, and offers based on customer preferences and behaviour. Identify and execute opportunities to increase revenue by offering complementary products and services to existing customers, using data-driven insights and predictive modelling.
KRA4 Team Leadership and Collaboration: Effectively communicate Customer Analytics insights and recommendations to executive management and influence decision-making processes. Collaborate with cross-functional teams to ensure that customer insights are integrated into business decisions and strategies.