Job Description

Job purpose description

Manage foundational aspects for the Personalisation capability in country including insights, direct campaigns and establishing, optimising and managing direct engagement channelsProvides insights and analytics, which can be used for the design and delivery of personalised client conversations for Personal and Private Banking clients.Builds the foundations for the management and execution of personalised campaigns, which is supported by appropriate analytics and behavioural economics principles.Develops, productionise, and maintain statistically robust and accurate campaign models to facilitate conversations, take-up optimisation across acquisition, retention, right-sell, and cross-sell interventions.Supports business decision making through the provision of customer insights and analytics.

Strategy

Manages the implementation of the Personalisation value proposition in country with input from segments and capability heads and in alignment with the PPB Clients value propositions.Manages the implementation of the Personalisation value proposition and all related toolbox(es) in country – and customises accordingly.Tracks and reports on adoption and provides feedback to relevant domain owners and capabilities. Drives scalability of user experience design based on digital and physical integration points around product, campaigns and go-to market timelines (must take market relevance into consideration).

Client

 

Oversees business integration through integrating model outputs into end-point production systems, where requirements must be understood and adopted relating to data collection, integration and retention requirements incorporating business requirements and knowledge of best practices.Provides client insights and analytics to support business in understanding the customer, such as segment deep-dive analysis, entrenchment scorecards. The outputs can be used for targeted customer engagement, CVP design, etc.Supports the implementation of client value proposition in country with approved customisations.Maintains alignment with other segment heads in order to ensure client value proposition delivery and reduction of duplication across segments.Supports the delivery of a consistent client experience through all engagement platforms.

Data

 

Oversees the gathering of data for use in Data Science models, ensuring that chosen datasets best reflect the organisations goals. Oversees data pre-processing including data manipulation, transformation, normalisation, standardisation, visualisation and derivation of new variables/features. Utilises advanced data analytics and mining techniques to analyse data, assessing data validity and usability; reviews result to ensure accuracy, communicates results and insights to executive leadership.Guides and validates the design of various complex mathematical, statistical, and simulation techniques to answer critical business questions and create predictive solutions which drive improvement in business outcomes. Drives analytics and insights within required business unit by developing advanced statistical models and computational algorithms based on business initiatives.Codes, tests and maintains scientific models and algorithms; identifies trends, patterns, and discrepancies in data; and determines additional data needed to support insight. Processes, cleanses, and verifies the integrity of data used for analysis.Presents results and recommendations to executive leadership and influences future business plans based on insights using excellent communication, presentation and visualization capabilities.Supervises and oversees the mining of data using state-of-the-art value extraction methods.Stays abreast of market and competitive developments in order to provide input to innovative and value-added services to gain market share.Manager the implementation of user experience design (through relevant insight and analytics) approach to help guide domain owners better understand and detail the client journeys as they change.Provides country data, analytics and insights and approach to help understand and measure scalability, uptake and investment on products through user experience design.Provides input into other ecosystems in order to provide our clients with convenient access to a range of diverse products and services.Drive, track and report on adoption and provides feedback to relevant domain owners and capabilities.

Campaigns and Direct Engagements

Develops strategy for targeted campaigns through identifying business opportunities and translating those into informing high-impact campaigns across all phases of the customer lifecycle.Designs and formulates a campaign management process (aligned to best practices framework) that is geared at achieving the strategic objectives as co-defined with countries and segments.Ensure that campaigns are designed in accordance with Personalisation principles and in alignment to customer outcomes expectations (i.e. Improvements in NPS, Reduced Opt Out Rates).Ensure that campaigns confirm to internal risk appetite standards and customer contact and consent strategy is in alignment to country regulations.Leverage appropriate technology to support the automatic execution of campaigns.

Financial Management

Contributes to the financial outcomes required for Personalisation in line with PPB Clients requirements and in close collaboration with domain heads, Innovation and Platform enablers.Contributes to remedial actions in collaboration with country, other segment heads and Client Solutions.Provides input into financial and non-financial metrics (e.g. client attrition, profit growth and return on investment, etc.) for countries.

Risk, Reg, Prudential and Compliance

Ensures that the country Personalisation capability is built within prudent market risk and conduct parameters.Accountable for risk management and adherence to all governance standards for the continued sustainability of the PPB Clients, country and segment.Executes appropriate recovery and resolution plans to protect segments client journeys’ data from any untoward event.Supports satisfactory audits and ensures that there are no repeat unsatisfactory findings as gauged by operational losses.Develops client risk appetite based on the defined framework, which is signed off by PPB Clients, Country in conjunction with Risk.Implements and monitors risk management across Personalisation capability (e.g., operational risk, credit risk, ecosystems risk and partner risk management).Follows the parameters of the key trade off decisions at client level (i.e. risk appetite, pricing etc.).

Technology & Architecture

 

Builds machine learning models from and utilises distributed data processing and analysis methodologies. Competent in Machine Learning programming in R or Python, with supplementary still in Matlab, Java, etc. Familiar with the Hadoop distributed computational platform, including broader ecosystem of tools such as HDFS / Spark / Kafka.

People Management:

Sets the example in line with the Group’s leadership identity, core values and People Promise.Enables integrated ways of working and collaboration across the value chain to deliver for the client.Ensures alignment to the People and Culture standards with regards to all employee-related matters.Identifies current and potential employee skill requirements in consultation with the People and Culture function.