Customer Data & Insights Manager

We are seeking a Customer Data & Insight Manager to join our Customer Portfolio Growth (CPG) team. This role is pivotal in transforming data into actionable insights that drive customer acquisition, retention, cross-sell, and lifecycle strategies. You will partner closely with Acquisition, Cross-sell/Retention/Lifecycle and Partnership & Digital teams to enable data-driven decision-making across our customer portfolio initiatives.Job DescriptionInsights & AnalyticsDevelop and deliver customer analytics, segmentation models, and propensity scoring to support acquisition, retention, and cross-sell initiativesAnalyse customer behaviour, policy lapse patterns, and lifetime value to identify growth opportunities and at-risk segmentsCreate dashboards and reporting frameworks to track CPG performance metrics including retention rates, cross-sell ratios, and campaign effectivenessConduct deep-dive analyses on strategic priorities such as orphan customer reactivation, single-policy holder engagement, and partnership channel performanceData Strategy & GovernancePartner with IT and Data teams to ensure data quality, accessibility, and integration across customer touchpoints (LifeAsia, CRM, digital platforms)Define and maintain key customer metrics and KPIs aligned with CPG objectivesIdentify data gaps and champion initiatives to enhance customer data capture and enrichmentEnsure compliance with data privacy regulations (PDPA) and internal data governance standardsStakeholder PartnershipServe as the insights partner to CPG functional leads, translating business questions into analytical frameworksPresent findings and recommendations to senior leadership, distilling complex data into clear, actionable narrativesCollaborate with Distribution/Operations, Agency, and Partnership teams to align on customer metrics and reporting needsSupport business cases and strategic planning with data-driven insights and market intelligenceKey deliverables (business-owned)CPG Insights & Strategy roadmap (quarterly) and prioritised analytics backlogExecutive insight packs (drivers → implications → recommendation → owner/action)Salesforce business requirement briefs for: lifecycle targeting logic, triggers, dashboards, measurement definitionsPropensity modelling briefs (use-case, data requirements, business usage, acceptance criteria)CPG KPI framework & scorecard definitions (single source of truth for metrics)Partner performance framework (what to measure, how to evaluate, what to change)ExperienceMinimum 6-8 years of experience in data analytics, business intelligence, or insights rolesProven track record in customer analytics, preferably in insurance, banking, or financial servicesExperience with customer segmentation, propensity modelling, and campaign analyticsDemonstrated ability to translate data into business impactTechnical SkillsProficiency in SQL and data visualisation tools (Tableau, Power BI, or similar)Experience with statistical analysis and modelling (Python, R, or SAS)Familiarity with CRM systems and customer data platformsUnderstanding of data warehousing concepts and ETL processesSoft SkillsStrong business acumen with ability to connect data insights to commercial outcomesExcellent communication and storytelling skills—able to influence senior stakeholdersCollaborative mindset with experience working across cross-functional teamsProblem-solving orientation with intellectual curiosityAbility to manage multiple priorities in a fast-paced environment