Assistant Manager / Senior Officer, Customer Analytics and Insights

AXA; Hong Kong; On-site; HKD 900,000 - 1,200,000; Full time

Job summary

AXA Hong Kong and Macau is expanding its customer analytics team to translate business questions into quantitative analyses that guide decision-making. You will conduct in-depth customer analyses, identify growth and retention opportunities, and evaluate campaign performance to drive improvements.

You will define KPIs for customer dashboards, design and maintain dashboards, and collaborate with stakeholders to refine segmentation for CRM campaigns.

Qualifications

• Degree in Data Analytics, Computer Science, Mathematics, Statistics or related subjects.
• 5+ years of relevant work experience, preferably in financial services or consulting focusing on CRM, data and analytics. Candidates with less experience will be considered as Senior Officer.
• Hands-on experience with using Databricks for data extraction and automation.
• Proven experience with data visualization tools (Power BI, Tableau, etc.) and data mining tools (Python, SQL).
• Experience with Salesforce Marketing Cloud is a plus.
• Strong analytical and problem-solving skills with ability to communicate insights to stakeholders.

Responsibilities

• Support the development and implementation of customer strategies aligned with business goals, translating business questions into quantitative analyses to guide decision-making.
• Conduct in-depth customer analysis to understand profiles, behaviors and trends, generating actionable insights to drive growth and retention.
• Evaluate campaign performance by analyzing key metrics and responses to improve effectiveness and support test-and-learn initiatives.
• Perform ad hoc data analyses and support related projects as required.
• Define KPIs for Customer and CRM dashboards and design, develop, maintain and enhance dashboards for tracking customer metrics and campaign performance.
• Collaborate with stakeholders to refine segmentation and targeting criteria for CRM campaigns and automate data extraction/transform processes in Databricks and Salesforce Marketing Cloud.

Skills

Databricks

Power BI

Python

SQL

Tableau

CRM Campaigns

Data Visualization

Communication of insights

English & Cantonese

Education

Degree in Data Analytics, Computer Science, Mathematics, Statistics or related subjects

Tools

Databricks

Salesforce Marketing Cloud

Power BI

Tableau

Python

SQL

Job description

Responsibilities:

Customer Strategy and Analytics:

• Support the development and implementation of customer strategies aligned with business goals, translating business questions into quantitative analyses to guide decision-making.


• Conduct in-depth customer analysis to understand customer profiles, behaviors and trends, generating actionable insights to identify opportunities for customer growth and retention.


• Evaluate customer campaign performance by analysing key metrics and customer responses, providing business insights to improve campaign effectiveness and support test-and-learn initiatives.


• Perform ad hoc data analyses and support related projects as required.

Power BI Dashboard Development and Monitoring:

• Define relevantKPIs and key metrics for Customer Dashboard and CRM Dashboard to measure business performance and progress.


• Design, develop, maintain and enhance dashboards to track key customer metrics and CRM campaign performance, enablinginformed decision-making and strategic planning.

CRM Campaign Targeting and Event Trigger Automation:

• Collaborate with business stakeholders to refine customer segmentation and targeting criteria for CRM campaigns.


• Extract and prepare data for CRM campaign targeting in Databricks.


• Automate data extraction and transformation processes for CRM event triggers to support automatic communication blasting through Salesforce Marketing Cloud.

Fostering a Data-Driven Environment and AI Adoption:

• Provide data support to promote a data-driven culture within Marketing department for the purpose of deriving business insights.


• Stay updated, explore and recommend AI and emerging technologies for CRM and data analytics.

Qualifications:

• Degree in Data Analytics, Computer Science, Mathematics, Statistics or related subjects


• 5+ years of relevant work experience, preferably in financial services or consulting firms focusing on CRM, data and analytics. Candidates with less experience will be consider as Senior Officer.


• Hands-on experience with using Databricks for data extraction and automation


• Proven experience with data visualization tools (e.g. Power BI, Tableau, etc.) and data mining tools (e.g. Python, SQL, etc.)


• Experience with Salesforce Marketing Cloud is a plus


• Strong analytical and problem-solving skills, with the ability to communicate insights effectively to business stakeholders


• Attention to detail, self-motivated, proactive, and with a positive attitude


• Good command of English, Cantonese and preferably Mandarin

About AXA Hong Kong and Macau

AXA Hong Kong and Macau is a member of the AXA Group, a leading global insurer with presence in 52 markets and serving 92 million customers worldwide. Our purpose is to act for human progress by protecting what matters.

As one of the most diversified insurers in Hong Kong, we offer integrated solutions across Life, Health and General Insurance. We are the largest General Insurance provider and a major Health and Employee Benefits provider. Our aim is to not only be the insurer to provide comprehensive protection to our customers, but also a holistic partner to the individuals, businesses and community we serve. At the core of our service commitment is continuous product & service innovation and customer experience enrichment, which is achieved through actively listening to our customers’ needs and leveraging and investing in technology and digital transformation.

We embrace our responsibility to be a driving force against climate change and a force for good to create shared value for our community. We are proud to be the first to address the importance of mental health through different products and services and thought leading iconic research. Our overall Sustainability Strategy, with emphasis on climate strategy and biodiversity commitment, is developed based on TCFD recommendations. We are committed to integrating environmental, social and governance factors across our business and strive to contribute to a sustainable future through 3 distinct roles - as an investor, an insurer and an exemplary company.

AXA is an equal opportunity employer. We are committed to promoting Inclusion and Diversity (I&D) by creating a work environment where all employees are treated with dignity, respect, and where individual differences are valued. We welcome and treasure diverse profiles to join our big family, and to build an inclusive culture together which allows everyone to maximise their personal potential.

Our people strategies are designed to enhance employee well-being and professional growth, ultimately empowering them to excel within the company.