Data Analytics Manager - #2158708

About Albany Beck

Albany Beck is a specialist Financial Services Consultancy helping institutions deliver complex change and transformation while building the internal capability to sustain it. We combine subject matter expertise with innovative delivery models that help clients scale efficiently, while offering meaningful, long-term career opportunities to our people. At Albany Beck, you’ll be choosing to work with an organisation that’s passionate about your learning journey and committed to your professional and personal development.

Role Purpose

The Customer Intelligence & Enablement Team sits within the Commercial Bank’s Customer Team and is focused on understanding the key drivers of poor customer experience and working with segments and product partners to drive improvements to the end-to-end servicing model.

The Data & Analytics Manager will play a critical role in ensuring that the customer data infrastructure supports a robust and effective Voice of Customer (VoC) framework. The role will be responsible for ensuring that high-quality, accurate and representative customer data is available to support meaningful insight, informed decision-making and improvements to the overall customer experience.

The role requires an experienced data and analytics professional who can take ownership of complex data requirements, identify and resolve issues, manage risk effectively and work collaboratively with a broad range of stakeholders.

The job holder’s primary responsibilities will be (but not limited to):

Customer Data Infrastructure (CDI) Ownership:

• End-to-end ownership of the data infrastructure, ensuring we are utilising the right customer data to obtain the right customer insights, at the right time.
• Ongoing survey management data support, including reviewing the existing data extraction sources and exploring new avenues to obtain data requires for newly commissioned surveys and address any data related queries
• Ensure customer data is accurate, and volumes are representative.
• Delivering data samples for contact via email market research, including adhering to the Qualtrics migration data transfer requirements.
• Identify and take ownership of system/data issues, seeking own resolutions or liaising with other experts
• Proactively identify risk associated with customer data selection, ensuring the delivery processes are followed and the risk controls are completed 100% of the time. Take ownership of issues and ensure the appropriate course of action is taken.
• Continuously adapt to balance and prioritise different demands and requirements from multiple directions and stakeholder
• Bring structure and order to undefined problems and/or large-scale problems, making them easier to address and solve
• Extracting Customer and Product Data according to detailed criteria, refine and deliver via a combination of pro-active channels
• Voice of Customer (VoC) Governance: Advisor for the VoC Forum which has oversight of the survey data
• Drive Customer Experience Improvements: proactively contribute to the delivery of a seamless end-to-end customer experience with positive impact on NPS. Including working with pan CMB teams to ensure desired outcomes are achieved.
• Recognising the differing needs of stakeholders by understanding and delivering an appropriate contact

Key Requirements

• Prior Data & Analytics experience within Commercial Banking.
• Strong analytical capability, with excellent attention to detail and the ability to translate data into meaningful insights and recommendations.
• Demonstrable hands-on coding experience in BigQuery, SQL and Python.
• Experience using Looker, Qlik and/or Google Cloud.
• Comfortable working in an agile environment and partnering with stakeholders to deliver at pace.
• Ability to operate independently and manage multiple priorities in a fast-moving environment.