AVP, Data Analytics & Customer Insights (Friction Intelligence)

OCBC Bank; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

OCBC Bank in Singapore seeks a seasoned data analytics professional to build the analytical foundation for customer friction intelligence, sourcing data across platforms and delivering actionable insights to improve outcomes.

You will design dashboards, implement thematic monitoring, and partner with stakeholders to translate complex data into clear management narratives while maintaining governance and oversight.

Qualifications

• University degree with at least 5 years of experience in data analytics, customer insights, and complaints management.
• Curiosity and initiative to navigate complex data environments independently.
• Strong analytical, problem-solving, and communication skills with senior stakeholder influence.
• Deep understanding of complaints management and regulatory expectations.
• Proficient in data visualization, automation, AI, or advanced analytics tools.
• Sound knowledge of statistical analysis, trend analysis, segmentation, anomaly detection and analytical problem‑solving.
• Passionate about leveraging data to drive customer‑centric improvements.
• Strong data storytelling skills, including the ability to produce concise management narratives and actionable recommendations.
• Skilled in designing user‑centric dashboards that drive actions.
• Comfortable working independently as a senior individual contributor while collaborating across business and technical teams.

Responsibilities

• Develop and maintain end-to-end complaints and customer friction data assets, including sourcing, validation, transformation and management of data from multiple business and operational platforms.
• Establish a robust and scalable data architecture to support complaints analytics, thematic monitoring, reporting and oversight requirements.
• Partner with stakeholders across the organisation to deepen understanding of business processes, data lineage, customer journeys and operational dependencies.
• Identify opportunities to enhance data quality, completeness and accessibility to strengthen analytical confidence and decision‑making.
• Translate complex business requirements into intuitive and scalable data models that support meaningful visualisation and consumption by stakeholders.
• Continuously evaluate new data sources and emerging datasets that could enhance visibility of customer friction, conduct risks and customer outcomes.
• Design and implement thematic monitoring frameworks to identify recurring patterns, emerging risks and customer pain points across complaints and related customer signals.
• Develop analytical models, triggers and monitoring mechanisms to proactively detect Escalated Friction Signals, enabling prompt intervention before issues become systemic.
• Analyse customer, operational and business data to uncover underlying drivers of customer dissatisfaction, conduct concerns and service challenges.
• Evaluate relationships across datasets to identify potential linkages, emerging themes and concentration risks.
• Support root cause identification through data-driven analysis and evidence-based insights.
• Continuously refine monitoring methodologies, indicators and thresholds to improve early anomaly-detection capabilities, timely intervention and oversight effectiveness.
• Design, develop and maintain complaints and customer friction dashboards that provide timely, accurate and accessible information to stakeholders.
• Create intuitive visualisations that simplify complex datasets and improve understanding of customer outcomes, trends and emerging issues.
• Continuously enhance dashboard capabilities to improve usability, scalability and stakeholder experience.
• Develop reporting frameworks and management reporting packs that communicate key metrics, trends and developments effectively.
• Ensure reporting outputs are accurate, consistent and aligned with governance and oversight requirements.
• Drive adoption of dashboarding and self-service reporting capabilities across stakeholder groups.

Job description

OCBC Bank in Singapore seeks a seasoned data analytics professional to build the analytical foundation for customer friction intelligence, sourcing data across platforms and delivering actionable insights to improve outcomes.

You will design dashboards, implement thematic monitoring, and partner with stakeholders to translate complex data into clear management narratives while maintaining governance and oversight.