Job Responsibilities

Strategic Insights & Predictive Analytics

• Behavioral Modeling: Develop predictive models for customer churn, renewal likelihood, cross-selling, and up-selling opportunities.
• Customer Segmentation: Create advanced customer segmentations based on demographics, policy types, claims history, and digital behavior.
• Lifetime Value (CLV): Calculate and track Customer Lifetime Value to optimize marketing spend and acquisition strategies.
• Trend Identification: Monitor macroeconomic trends and shifting customer needs to identify new insurance product opportunities.

Data Governance & Advanced Infrastructure

• Data Integration: Oversee the merging of unstructured data (e.g., call center logs, survey feedback) with structured insurance data (e.g., billing, policy administration).
• MarTech Collaboration: Partner with IT and Marketing teams to optimize the Customer Data Platform (CDP) and CRM systems.
• Data Quality: Establish high standards for data hygiene, extraction, and transformation processes (ETL) across analytics environments.
• Privacy Compliance: Ensure all data analytics practices comply strictly with regional data privacy laws (e.g., GDPR, PDPA) and insurance regulatory frameworks.

Business Voice of Customer (VoC) & Research

• VoC Programs: Lead Voice of the Customer initiatives, analyzing Net Promoter Scores (NPS) and Customer Satisfaction (CSAT) data.
• Root-Cause Analysis: Investigate drops in retention or customer satisfaction by connecting feedback directly to operational metrics.
• Research Synthesis: Combine quantitative data insights with qualitative research insights (e.g., focus groups) for a holistic customer view.

Stakeholder Engagement & Value Delivery

• Data Storytelling: Translate complex data science models into clear, visual, and actionable presentations for non-technical executives.
• Cross-Functional Advisory: Advise Product Development, Underwriting, Claims, and Sales teams on customer pain points and preferences.
• Campaign Support: Provide target audience insights and control group setups to the marketing team for A/B testing and campaign optimization.

Job Requirements

• Bachelor's degree holder
• At least 8-12 years of experience in data analytics, customer insights, or business intelligence
• Good experience of data analysis tools and data visualization tools
• Fluent Cantonese and English