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 Description

Insights & Analytics

• Develop and deliver customer analytics, segmentation models, and propensity scoring to support acquisition, retention, and cross-sell initiatives

• Analyse customer behaviour, policy lapse patterns, and lifetime value to identify growth opportunities and at-risk segments

• Create dashboards and reporting frameworks to track CPG performance metrics including retention rates, cross-sell ratios, and campaign effectiveness

• Conduct deep-dive analyses on strategic priorities such as orphan customer reactivation, single-policy holder engagement, and partnership channel performance

Data Strategy & Governance

• Partner 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 objectives

• Identify data gaps and champion initiatives to enhance customer data capture and enrichment

• Ensure compliance with data privacy regulations (PDPA) and internal data governance standards

Stakeholder Partnership

• Serve as the insights partner to CPG functional leads, translating business questions into analytical frameworks

• Present findings and recommendations to senior leadership, distilling complex data into clear, actionable narratives

• Collaborate with Distribution/Operations, Agency, and Partnership teams to align on customer metrics and reporting needs

• Support business cases and strategic planning with data-driven insights and market intelligence

Key deliverables (business-owned)

• CPG Insights & Strategy roadmap (quarterly) and prioritised analytics backlog

• Executive insight packs (drivers → implications → recommendation → owner/action)

• Salesforce business requirement briefs for: lifecycle targeting logic, triggers, dashboards, measurement definitions

• Propensity 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)

  Experience

  • Minimum 6-8 years of experience in data analytics, business intelligence, or insights roles

  • Proven track record in customer analytics, preferably in insurance, banking, or financial services

  • Experience with customer segmentation, propensity modelling, and campaign analytics

  • Demonstrated ability to translate data into business impact

  Technical Skills

  • Proficiency 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 platforms

  • Understanding of data warehousing concepts and ETL processes

  Soft Skills

  • Strong business acumen with ability to connect data insights to commercial outcomes

  • Excellent communication and storytelling skills-able to influence senior stakeholders

  • Collaborative mindset with experience working across cross-functional teams

  • Problem-solving orientation with intellectual curiosity

  • Ability to manage multiple priorities in a fast-paced environment