Senior Data Analytics Lead: Customer & Policy Ops

Prudential plc; Kuala Lumpur; On-site; MYR 120,000 - 240,000; Full time

Job summary

Prudential plc in Kuala Lumpur is seeking a data analytics lead to drive advanced analytics across customer servicing and policy administration. The role focuses on governance, modelling, and delivering dashboards to boost efficiency and the customer experience.

You will collaborate with operations, IT, and CX teams to translate insights into measurable business outcomes while supporting data privacy and regulatory compliance.

Responsibilities

• Drive advanced analytics initiatives across customer servicing (contact centre, physical centre, app data) and policy administration to optimise operational efficiency, enhance customer experience, and enable data-driven decision-making.
• Develop and enforce robust data governance frameworks ensuring accuracy, compliance, and integrity across servicing and policy administration datasets.
• Analyse multi-channel customer interaction data (voice, chat, app) to identify behavioural patterns, service bottlenecks, and opportunities for personalised engagement.
• Design and implement machine learning models for churn prediction, service demand forecasting, and operational risk mitigation.
• Build dynamic dashboards and KPI scorecards for real-time monitoring of service quality, policy processing efficiency, and customer satisfaction metrics.
• Partner with operations, IT, and customer experience teams to translate analytics into actionable strategies and measurable business outcomes.
• Implement rigorous data validation protocols to maintain high standards of completeness, consistency, and reliability across all sources.
• Ensure analytics processes adhere to data privacy regulations and industry standards, mitigating compliance risks.
• Champion automation of reporting and analytics workflows using advanced BI tools and scripting for scalability and speed.
• Present insights and recommendations to senior leadership with clarity, precision, and strategic alignment to organisational objectives.

Job description

Prudential plc in Kuala Lumpur is seeking a data analytics lead to drive advanced analytics across customer servicing and policy administration. The role focuses on governance, modelling, and delivering dashboards to boost efficiency and the customer experience.

You will collaborate with operations, IT, and CX teams to translate insights into measurable business outcomes while supporting data privacy and regulatory compliance.