Senior Analyst, Customer Insights & Data

Purpose of the Role:

The Senior Analyst, Customer Insights & Data develops and maintains a deep knowledge of the assigned segment portfolios (multiple), clients’, industry and any regulatory issues, impacting economic / political trends from the strategy team and other sources and client requirements in order to assist with the development of appropriate product and lead management solutions. The incumbent leads in the development of lead generation and cross sell analytics for Retail & Business Banking with specific focus on broadening and deepening client relationships through client acquisition and cross-selling. The incumbent leads the development of insights into client behaviour with respect to product usage & customer segmentation in order to uncover opportunities for revenue and or sales growth. The incumbent assists with the production and analyses market data from third party and internal sources and generates product penetration reports across the portfolio.

Key Accountabilities:

  • Leads the development and execution of all marketing related data mining activities, the design and execution of all special data research projects, involving SQL server queries, Databank, ENIGMA, Internet Banking, etc., for example: works with assigned client groups to understand their requirements, design SQL and ACCESS queries which involves building the computer logic required to return the requested data fields, e.g. customer contact lists, branch deposit clients, mortgage clients in a certain country.
  • Leads client segmentation activities to uncover opportunities for revenue and sales growth. Leads the focus on PUC and board reports of PUC performance. Delivers, on a regular basis, leads for campaigns or sales initiatives; completes cross sell reporting for the Bank with specific focus on broadening and deepening client relationships through client acquisition and cross-selling; produces and analyses market data from third party and internal sources; generates product penetration reports across the portfolio and makes recommendations to senior leaders on opportunities and methods to improve product use count (PUC).
  • Develops and produces all assigned monthly and adhoc reports for Retail & Business Banking, Corporate & Investment Banking, Finance, Treasury, Compliance and other key stakeholder groups. This involves reviewing month-end interest rate reports, month-end databank reports, period-end fixed deposit rate reports and other documentation to compile / or execute the different reports required by the strategic support units, including Finance, Treasury, the lines of business and other groups as required.
  • Consults and follows-up with key clients to verify business requirements for all data mining requests and ensures implementation activities are completed within agreed timelines. Liaises with clients to ensure that their data needs are fully documented and understood by both parties. For example is the data requested restricted to a particular country, currency, and product or transaction type. Once the report needs are documented, establishes a completion timeline (typically 2 business days for standard requests or 5 business days for complex requests). In exceptional cases, longer development periods may be agreed. However, in all instances provides regular status updates and ensures that the promised delivery date is met.
  • Through a deep knowledge of the Bank’s systems and the available data, proactively uses data-mining techniques to identify opportunities & insights which will lead to improved revenue, risk and efficiency. For example: accurate reporting on transactional volumes allows the business the opportunity to fully understand the implication of pricing structure changes and the P&L impact of different recommendations.
  • Assists in developing and implementing reporting platforms to support the country teams / business segments to drive the right behaviours (KPI / KBI). Designs and prepares new management information dashboards for the Bank. Provides training to the end users on the reports. Based on the reports developed, identifies any insights that will help drive positive changes in user behaviours such as sales or improved customer experience, business practices and revenue and strategic opportunity.
  • Complies with all data security and data integrity requirements. Ensures that all files containing client information are encrypted and sent using accepted protocols, e.g. PK Zip and password protection requirements must be observed 100% of the time. Ensures that the Bank’s customer confidentiality requirements are adhered to at all times and that all queries are restricted to business needs and access is restricted to need to know groups, e.g. ensures that only authorised contact information will be forwarded to external parties and customer account numbers or balance information will be restricted.
  • Assists on projects that impact the frontline sales team to provide business support, for example SAM or R-Loans, through the development of reporting and report training to monitor that the right behaviours have been embedded such as increased sales, reduction of errors in processing loans.

Critical Knowledge Required:

  • Working knowledge of the organisation’s structure and business activities as they relate to the unit in which the incumbent works.
  • PC proficient including very strong knowledge of MS Excel, MS Access, MS Word, MS Project, SQL server, Databank, Tableau & Alteryx.
  • Good knowledge of the departmental goals, standards, policies and procedures
  • Working knowledge of the Bank’s operations and operational policies.

Critical Skills Required:

  • Excellent interpersonal skills and the ability to communicate effectively with persons at all levels and decision makers.
  • Strong technical skills in some of the following areas: SQL server, spreadsheet and word processing packages, etc.
  • Very strong stakeholder management skills.
  • Very strong analytical skills.
  • Proficient in the use of statistical and graphic software packages.
  • Influential in motivating others towards a positive view of data mining as a tool.
  • Strong project management skills.
  • Excellent organisation and time management skills - must be able to work under strict time constraints.
  • Conscientious.
  • Adaptable.
  • Innovative.
  • People-oriented.
  • Creative.
  • Cooperative.
  • Dependable

Experience Required:

  • 5-7 years in the process of data mining, management, analytics and providing valuable insights from data.
  • 3-5 years’ experience with database design, data warehouses, data marts, data marts, ETL systems, analytics and reporting solutions.
  • 3-5 years in a financial services institution.
  • Very strong database and spreadsheet analysis experience.
  • Very strong project coordination / management experience.

Position reports to:       Senior Manager, Business Performance, Analytics & Insights

Expiry Date: 3-12-2021
CIBC FirstCaribbean International Bank
Employment Type
Salary and benefits
Salary and benefits info not provided.
Salary negotiable
Your Career Level
Senior Career
Years Experience
Five (5) - Seven (7) years’
Your Education Level
Not Specified
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