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Customer Analytics Manager


Customer Analytics Manager

Dublin | Ireland

The Team

The Analytics department is a growing area within Bank of Ireland and is responsible for customer insights, modelling and performance analytics. The team focuses on providing customer and marketing insights, predictive analytics and robust performance analytics to key stakeholders across the Group. There is an insatiable demand from the organisation to integrate and analyse more data to provide deliver deeper customer understanding. The role of the team is drive enhanced customer experience and personalisation through the innovative use of customer analytics and modelling.

Purpose of the Role

The successful candidate will be responsible for leading a team of analysts responsible for acquiring, analysing and leveraging data to support growth and innovation within Bank of Ireland. This is an exciting time to join the team as the importance of data and analytics continues to grow and the team expands. This is a high visibility role within the team and a great opportunity to make a difference to our customers. This a front facing role with lots of exposure to key business units and senior stakeholders.

The Person

  • Bring a passion for acquiring data and using data to improve the performance of the organisation and the experience our customers receive.
  • Have a strong analytical background coupled with an ability to relate results to the business and form recommendations which add value.
  • Have experience in supporting the development of key strategic analytics and delivering continuous enhancements to the analytics processes (Segmentation, Propensity Modelling and Analytically driven process change).
  • Leverage exceptional attention to detail and statistical knowledge to build accurate and scalable datasets and analysis as well as deliver impactful results and insights.
  • An individual who is excited to learn and test new toolsets and someone who keeps in touch with emerging trends in data and analytics.

Key Responsibilities

  • Translate business opportunities and challenges into Analytical problems and follow through to provide actionable insights and recommendations.
  • Use your advanced analytics skills to join complicated datasets (structure, semi-structured and unstructured) and identify trends, correlations and patterns which will drive business change.
  • Deep dive analysis of internal and external data to assess customers behaviours and activity to understand how we can serve our customers better.
  • Analyse customer journeys and identify areas for improvement that will deliver enhanced customer experience and commercial results.
  • Become the subject matter expert on customer data across structured transactional data and semi-structured web behavioural data.
  • Analyse data using statistical tools and techniques to improve business processes, better serve our customers, design new products and support better decision making.
  • Solve business problems using data analysis and present back meaningful and actionable information to relevant stakeholders.
  • Be an advocate for high quality and impactful output throughout the Group.
  • Manage and mentor Junior Analysts.

Essential Qualifications

  • MSc or PhD in Statistics, Computer Science, Economics, Analytics or equivalent quantitative field.
  • At least 4 years analytics experience working in Customer Analytics or a similar field.

Key Requirements

  • At least 4 years analytics experience working in Customer Analytics.
  • Advanced data retrieval and manipulation experience using SQL.
  • Proven track record in designing and implementing successful analytics solutions to deliver change in an organisation.
  • Strong statistical and advanced analytics skills including segmentation, propensity modelling and marketing analytics
  • Proven ability to work effectively with colleagues from different disciplines across business and technical functions. Exceptional communication skills.
  • A drive to succeed and make a major contribution to the success of analytics within the Bank of Ireland Group.
  • Experience with web behavioural data and cross device journey analytics.
  • Experience in the development and roll out of productionised reports using data visualisation tools such as Tableau, Qlikview or Power BI.

Bank of Ireland Group is an equal opportunities employer and is committed to fostering an inclusive workplace which values and benefits from the diversity of our workforce.

Where Agency assistance is required Bank of Ireland Recruitment Team will engage directly with suppliers. Unsolicited CVs / profiles will not be accepted for this role.

Closing date: Dec 18, 2017
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