Senior Specialist - Retail Payroll Segment

Job Brief:

• Shape the future of our customer experience: Be at the forefront of designing personalized customer journeys and experiences that delight our customers.
• Drive business growth through data-driven insights: Leverage advanced analytics to identify customer segments, tailor marketing campaigns, and increase customer lifetime value.
• Develop your strategic thinking and analytical skills: Hone your abilities in data analysis, strategic planning, and problem-solving to Drive business growth.
• Influence key business decisions: Play a pivotal role in shaping our customer strategy and influencing broader business decisions.
• Work in a dynamic and fast-paced environment: Embrace new challenges and opportunities in a rapidly evolving industry.

Job Description:

• Manage, plan, and execute customer segmentation, customer strategy, and target operating models to oversee the retail payroll customer segment, while enhancing the customer journey and experience across all service channels (Omni-Channel).
• Understand customer problems, needs, preferences, behaviors, and future trends, as well as keep updated on market conditions and competitors through market research and customer analytics for retail and corporate payroll customers. Utilize these insights to develop and enhance the value proposition of products and services delivered to customers, as well as design campaigns that meet customer needs and align with the bank's strategy.
• Develop strategic plans for expanding the new customer base (Customer Acquisition), along with strategies for cross-selling various products and building long-term customer loyalty (Customer Loyalty) to maximize profitability and increase Customer Lifetime Value (CLV).
• Analyze customer data (Customer Analytics) to develop strategic plans, tools, and platforms that enhance customer engagement, increase the adoption of Mobile Banking, and position the bank as the primary financial institution (Main Bank) for customers.
• Manage and continuously monitor customer engagement and outcomes to ensure ongoing improvement and alignment with objectives.

Qualifications:

• Master or Bachelor's degree in Economics, Engineering, Finance, Marketing or related field.
• At least 7-10 years of experience in Banking, Segment Strategy, Product Strategy.
• Proven experience in customer segmentation, customer strategy development, and operational model planning, ideally within the banking or financial services industry.
• Strong project management and performance tracking capabilities.
• Proficiency in data analysis tools and platforms for customer analytics and campaign performance tracking.
• Strong analytical and strategic planning skills with a customer-centric mindset.
• Exceptional storytelling skills, with the ability to convey complex ideas and data in a way that inspires and engages diverse audiences.
• A good team player with a professional CAN DO attitude and work ethics.