Senior Data Analytics & Customer Insights Lead

OCBC Group; Singapore; Hybrid; SGD 120,000 - 180,000; Full time

Job summary

OCBC Group in Singapore seeks an AVP, Data Analytics & Customer Insights Analyst to lead the data program for complaints management and friction monitoring. You will source, model and visualise data to reveal customer pain points, escalations and opportunities to improve outcomes.

You will build dashboards, partner with senior stakeholders, and apply advanced analytics, automation and AI to drive timely interventions.

Qualifications

• 5+ years of experience in data analytics, customer insights and complaints management.
• Strong communication skills for senior stakeholders.
• Experience with data governance and regulatory expectations.

Responsibilities

• Develop and maintain data assets for complaints and friction monitoring.
• Design thematic monitoring and escalation triggers.
• Create dashboards and visualisation for stakeholders.
• Translate data findings into actionable business recommendations.

Skills

Data analytics

Customer insights

Complaints management

Data visualization

Automation & AI

Stakeholder communication

Education

University degree

Tools

SQL

Python

Tableau/Power BI

ETL tools

Job description

OCBC Group in Singapore seeks an AVP, Data Analytics & Customer Insights Analyst to lead the data program for complaints management and friction monitoring. You will source, model and visualise data to reveal customer pain points, escalations and opportunities to improve outcomes.

You will build dashboards, partner with senior stakeholders, and apply advanced analytics, automation and AI to drive timely interventions.