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Senior Analytics Manager, Customer Engagement


Senior Analytics Manager, Customer Engagement

Dublin | Ireland

As customer expectations grow and there is an increasing demand for personalised customer experiences, there is a growing demand on the Customer Analytics team to enable this personalised experience. The Customers Analytics department is a growing area within Bank of Ireland and is responsible for actionable customer insights, predictive modelling and marketing optimisation. There is a major opportunity to leverage the Bank`s data to deliver a more personalised customer experience and transform the organisation to become more data driven.

The purpose of the role is to use data and analytics to power enhanced customer experience at every customer interaction with the Bank.

Key Responsibilities

  • The key responsibility will be to manage a team of experienced data scientists to deliver on the vision of personalised customer experience.
  • Develop a `next best action` framework to deliver personalised customer experience working closely with our partners in IT and the Chief Data office.
  • The individual is expected to set the short, medium and long term vision for their area of responsibility and develop a roadmap to deliver on that vision.
  • Develop the modelling process to deliver modelling at scale and in real time where applicable.
  • Manage the building of machine learning models from development through testing, validation, deployment and on-going management.
  • Leverage the vast amount of data the bank has across internal structured data, semi-structured web data, unstructured data to achieve the ambition.
  • Integrate internal data with external data sources to further understand customer behaviour.
  • Establish the process and governance framework including QA, documentation, coding standards and project templates.
  • Create staff development plans and mentor staff in achieving stretched targets. Identify capability gaps within the team and propose approaches to close these gaps.

The Person

  • Bring a passion for using data and analytics 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 managing Marketing Analytics teams delivering key strategic analytics projects (Propensity Modelling, Next Best Action Modelling, and A/B Testing).
  • Have a passion for demonstrating the value analytics can deliver and an ability to influence stakeholders to make more data driven decisions.
  • A good understanding of customer engagement channels (e.g. mobile, contact centres, e-mail) and how analytics can be deployed in these channels.
  • An individual who keeps in touch with emerging methodologies and tooling in data and analytics.
  • MSc or PhD in Statistics, Computer Science, Machine Learning, Analytics or equivalent quantitative field.

Essential Skills & Experience

  • At least 5 years relevant analytics experience working in a business context, ideally marketing, with at least 2 years` experience in team management.
  • Experience in delivering measurable value from advanced analytics.
  • Experience in Marketing Analytics and specifically propensity modelling, recommender systems, next best action, retention (churn) modelling, acquisition and cross sell modelling.
  • Experience in automating analytics and integrating analytics into application systems (websites, mobile app etc.)
  • Proven experience in the statistical analysis and modelling of this data to derive insights. Knowledge of clustering, predictive analytics, machine learning, hypothesis testing etc.
  • Experience is setting the long term plan for your team and putting in place the appropriate milestones and measurement strategy to ensure the plan is progressing as planned.
  • Experience in wrangling data from internal and external sources.
  • Proven track record in designing and implementing successful production grade models.
  • Proven ability to work effectively with colleagues from different disciplines across business and technical functions. Exceptional communication skills.
Closing date: Dec 07, 2018
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