Director of Customer Analytics and Insights

At AIA we've started an exciting movement to create a healthier, more sustainable future for everyone.

So if you believe in inspiring a better future, read on.

About the Role

. Lead the development of customer analytics and insights capabilities to support customer acquisition, engagement, retention and customer value growth across Business Units.
. Transform customer, behavioral and marketing data into actionable insights that drive measurable business outcomes and strategic decision-making.
. Establish group-wide best practices, governance and standards for customer analytics, measurement and reporting.
. Drive the adoption of advanced analytics capabilities including customer segmentation, propensity modelling, lead scoring and customer lifetime value analysis.
. Partner with Business Units to identify growth opportunities, optimize customer journeys and improve marketing effectiveness through data-driven decision making.
. Act as the strategic bridge between Marketing, Martech, Data, Technology and Business teams to maximize the value of customer data assets.
. Leverage martech capabilities and customer data platforms to enable customer understanding, audience activation, personalization and performance measurement at scale.

Roles and Responsibilities:

Customer Analytics & Insights Strategy

.Define and execute the group-wide customer analytics and insights strategy aligned to customer acquisition, engagement, retention and growth objectives.

.Identify strategic customer growth opportunities through data-driven insights and market intelligence.

.Drive consistency in customer analytics capabilities, methodologies and reporting across markets.

Customer Research & Strategic Insights

.Lead customer segmentation, customer needs, customer experience and market research initiatives across Business Units.

.Translate research findings into actionable recommendations for business and marketing leaders.

Customer Analytics & Opportunity Identification

.Analyze customer, behavioral and marketing data to identify growth opportunities and business risks.

.Develop customer segmentation, customer lifetime value, propensity and lead-scoring models to improve business outcomes.

.Provide insights on acquisition, engagement, retention and cross-sell performance across customer segments.

.Support Business Units in prioritizing high-impact customer and marketing initiatives.

Marketing Effectiveness & Performance Measurement

.Establish group-wide performance dashboards and KPI frameworks for ongoing monitoring.

Martech & Customer Intelligence Enablement

.Partner with Martech, Data and Technology teams to maximize the value of customer data assets and marketing technology investments.

.Support the implementation and optimization of CDPs, digital analytics platforms and customer intelligence solutions.

.Drive best practices in audience segmentation, data activation and customer insight generation.

.Ensure customer data is effectively leveraged to enable personalization and decision-making at scale.

Benchmarking & Best Practice Development

.Establish cross-market benchmarking frameworks to identify performance gaps and opportunities.

.Develop insight reports, executive dashboards and strategic recommendations for senior leadership.

.Support Business Units in adopting data-driven decision-making practices.

Capability Building & Knowledge Sharing

.Build customer analytics and insight capabilities across Business Units through training, workshops and coaching.

.Act as the subject matter expert for customer analytics, insights and measurement within GCDM.

Minimum Job Requirements:

.Bachelor or Post-Graduate degree or at least 15 years experienceon Life Insurance and Financial Services especially in Marketing

.Direct/ hands-on experience and proven success in driving customer repurchase especially at a regional level is compulsory

.Actuarial background especially technical knowledge and experience in product development and pricing an advantage

.Excellent communication skills, both written andverbal

.Sound understanding of insurance related financialmetrics

.Sound data and analyticsexperience

.Strong business acumen and analytical thinking, reflected in impact and influence skills and confidence in high level interactions with theleadership team

.Strategic Thinking, planning and executionskills