Assistant Vice President, Customer Insights & Intelligence

JOB PURPOSE

Deliver actionable customer intelligence by collecting, analysing, and forecasting customer data to support retention strategies, enhance satisfaction, and drive evidence-based business decisions.

KEY ACCOUNTABILITIES

Customer Intelligence Management

• Manage systematic collection, organisation, and monitoring of customer data by leveraging analytics tools and intelligence systems to ensure data accuracy, consistency, and reliability.
• Develop structured mechanisms to capture, document, and disseminate customer insights across the organisation through knowledge repositories, briefing sessions, and interactive dashboards, ensuring accessibility and consistent use of intelligence.

Customer Data Insights & Reporting

• Design and execute comprehensive customer-centric surveys by applying advanced research methodologies and analytics techniques to produce actionable insights that drive strategic business decisions and improve customer satisfaction.
• Analyse customer data using advanced analytical methods to extract actionable insights and prepare regular reports and dashboards that inform strategy development, improve customer retention, and enhance customer satisfaction.

Segmentation & Profiling

• Develop and maintain customer segmentation models, personas, and profiling frameworks by applying statistical techniques and advanced analytics to enable targeted engagement, tailored communication, and personalised customer experiences that contribute to improved customer satisfaction and loyalty.
• Drive the deployment and optimisation of customer insight tools by collaborating with technology teams to provide frontline staff with real-time data, enabling proactive problem resolution and higher customer satisfaction scores.

Predictive Analytics & Trend Forecasting

• Leverage predictive modelling, machine learning, and trend analysis techniques to forecast customer needs, identify churn risks, and anticipate emerging behavioural patterns, enabling the organisation to take proactive measures that strengthen customer loyalty and support long-term growth.

Continuous Improvement & Best Practices

• Evaluate the effectiveness of intelligence methodologies, reporting formats, and analytical models on an ongoing basis.
• Recommend and implement enhancements by benchmarking the best practices, adopting new technologies, and building organisational capability in customer analytics to drive continuous improvement.

EDUCATION QUALIFICATION

• Degree in Business Analytics, Data Science, Statistics, Marketing, Economics, or a related field.
• Higher relevant qualification would be an advantage.

RELEVANT EXPERIENCE

• 7–9 years of experience in customer insights, customer experience management, market research, or business intelligence roles
• Proficiency in data analysis and visualisation tools (e.g., SQL, Python, R, Power BI, Tableau, or equivalent) would be an added advantage.
• Strong knowledge of customer segmentation techniques, statistical analysis, and predictive modelling.
• Familiarity with CRM systems, customer intelligence platforms, and big data environments.
• Strong analytical and critical thinking skills, with the ability to translate data into actionable business recommendations.
• Excellent communication and presentation skills, with the ability to convey complex insights to non-technical stakeholders.
• Detail-oriented with strong problem-solving skills and a proactive approach to continuous improvement.
• Ability to work collaboratively across functions and manage multiple priorities in a fast-paced environment.