Senior Officer, Data Analytics

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's purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people's career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

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.

Data Strategy & Governance

Develop and enforce robust data governance frameworks ensuring accuracy, compliance, and integrity across servicing and policy administration datasets.

Customer Interaction Analytics

Analyse multi-channel customer interaction data (voice, chat, app) to identify behavioural patterns, service bottlenecks, and opportunities for personalised engagement.

Policy Servicing Insights

Leverage policy administration data to optimise workflows, reduce turnaround times, and improve operational resilience through predictive modelling.

Advanced Modelling & Forecasting

Design and implement machine learning models for churn prediction, service demand forecasting, and operational risk mitigation.

Performance Dashboards

Build dynamic dashboards and KPI scorecards for real-time monitoring of service quality, policy processing efficiency, and customer satisfaction metrics.

Cross-Functional Collaboration

Partner with operations, IT, and customer experience teams to translate analytics into actionable strategies and measurable business outcomes.

Data Quality Assurance

Implement rigorous data validation protocols to maintain high standards of completeness, consistency, and reliability across all sources.

Regulatory Compliance

Ensure analytics processes adhere to data privacy regulations and industry standards, mitigating compliance risks.

Innovation & Automation

Champion automation of reporting and analytics workflows using advanced BI tools and scripting for scalability and speed.

Stakeholder Communication

Present insights and recommendations to senior leadership with clarity, precision, and strategic alignment to organisational objectives.

Prudential is an equal opportunity employer.

We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.