Digital Insights Analyst

Sun Life Malaysia Assurance Berhad; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Benefits offered by this job

Medical

Dental

Birthday Leave

Public Holiday Replacement Leave

Job summary

Sun Life Malaysia Assurance Berhad is seeking a Digital Insights Analyst to lead the Digital Insights function, establishing performance measurement frameworks and driving data-led decisions across Client & Digital. You will partner with Digital, Marketing, Operations and Customer Experience to translate data into strategic recommendations and govern KPI standards.

The role focuses on analytics, automation and AI-driven insights to improve digital adoption, customer experience and business

Qualifications

• Bachelor's degree in a related discipline.
• Minimum 5 to 7 years of relevant experience in digital analytics, BI, customer analytics or digital transformation.
• Advanced data analytics, BI, digital performance measurement and executive reporting capabilities.
• Experience defining KPI standards, reporting methodologies and governance practices.
• Strong understanding of digital registration, servicing and customer journey metrics.

Responsibilities

• Establish digital measurement frameworks and define analytical priorities.
• Identify insight opportunities and provide recommendations influencing decisions and investments.
• Own KPI governance across Client & Digital with standards, methodologies and reporting.
• Create executive scorecards, dashboards and reporting governance for consistency and transparency.
• Lead end-to-end analysis of customer journeys across digital channels.
• Identify friction points and prioritize backlog to improve CX and digital adoption.
• Develop and maintain the annual Digital Insights roadmap aligned with objectives.
• Measure value realization of AI, Copilot, predictive analytics, automation and personalization.
• Advise Digital, Marketing, Operations and CX leaders with actionable insights.

Skills

Data analytics

KPI governance

Stakeholder management

Data storytelling

Mentoring analysts

Cross-functional leadership

Excel

SQL

Tableau

Power BI

Power Query

Education

Bachelor's degree in Data Analytics, Statistics, Mathematics, CS, IS, Business Analytics, Economics, Actuarial Science or related

Tools

Excel

SQL

Tableau

Power BI

Power Query

Job description

As a Digital Insights Analyst, you will lead the Digital Insights function by establishing digital performance measurement frameworks, driving data-led decision making and governing key digital performance indicators across Client & Digital. You will influence business prioritization and deliver measurable improvements in customer experience, digital adoption and business outcomes through analytics, automation and AI-driven insights. You will act as the analytical lead and trusted advisor to Digital, Marketing, Operations, Contact Centre and Customer Experience stakeholders by translating complex data into strategic recommendations for management forums and steering committees.

Key responsibilities

• Establish digital measurement frameworks and define key analytical priorities to support digital adoption, customer experience and business outcome improvements
• Identify strategic insight opportunities, conduct advanced analytics and provide recommendations that influence business decisions, investment opportunities and transformation initiatives
• Own digital KPI governance across Client & Digital functions by defining KPI standards, measurement methodologies and reporting frameworks
• Establish executive scorecards, dashboard adoption strategy and reporting governance practices to ensure consistency, integrity and transparency of digital performance reporting
• Lead end-to-end analysis of customer journeys across registration, engagement, servicing and digital self-service channels
• Identify friction points, quantify business impact and influence backlog prioritization to improve customer experience, operational efficiency and digital adoption outcomes
• Develop and maintain the annual Digital Insights roadmap by prioritizing analytics use cases, business opportunities and transformation initiatives aligned with organizational objectives
• Identify, prioritize and measure value realization of AI, Copilot, predictive analytics, automation and personalization initiatives
• Act as trusted advisor to Digital, Marketing, Operations, Contact Centre and Customer Experience leaders by presenting recommendations and insights to management forums and steering committees
• Mentor analysts and provide analytical guidance and lead cross-functional initiatives requiring data and insights expertise

Requirements

• Bachelor's degree in Data Analytics, Statistics, Mathematics, Computer Science, Information Systems, Business Analytics, Economics, Actuarial Science or a related discipline
• Minimum 5 to 7 years of relevant experience in digital analytics, business intelligence, customer analytics, digital transformation, strategy analytics or digital channel performance management
• Advanced data analytics, business intelligence, digital performance measurement and executive reporting capabilities
• Experience defining KPI standards, reporting methodologies, dashboard adoption strategy and reporting governance practices
• Strong understanding of digital registration, servicing, engagement, conversion and customer journey performance metrics
• Advanced Excel, SQL, Tableau, Power BI, Power Query and data visualization tools
• Strong data storytelling, presentation, influencing and stakeholder management skills
• Ability to mentor analysts, lead analytical workstreams and guide cross-functional teams
• Experience influencing senior stakeholders, challenging business assumptions and supporting strategic decisions through analytics and insights
• Proven ability to lead cross-functional initiatives, mentor analysts or project teams and drive value realization from analytics, AI or automation initiatives

Sun Life Malaysia Assurance Berhad and Sun Life Malaysia Takaful Berhad is a joint venture by Sun Life Assurance Company of Canada and Khazanah Nasional Berhad.

As a life insurance and Family Takaful provider, Sun Life Malaysia offers a comprehensive range of products and services to Malaysians across the country.

At Sun Life, we cultivate a High-Performance, Caring Culture that empowers our people to achieve outstanding results, embrace continuous growth, and create meaningful impact. We succeed together by fostering an inclusive environment where wellbeing, collaboration, and accountability are equally valued.

Sun Life Malaysia Assurance Berhad and Sun Life Malaysia Takaful Berhad is a joint venture by Sun Life Assurance Company of Canada and Khazanah Nasional Berhad.

As a life insurance and Family Takaful provider, Sun Life Malaysia offers a comprehensive range of products and services to Malaysians across the country.

At Sun Life, we cultivate a High-Performance, Caring Culture that empowers our people to achieve outstanding results, embrace continuous growth, and create meaningful impact. We succeed together by fostering an inclusive environment where wellbeing, collaboration, and accountability are equally valued.

Perks and benefits Medical Dental Birthday Leave, Public Holiday Replacement Leave &