- Leads the implementation of the
Personalisation value proposition in country with input from segments
and capability heads and in alignment with the BC Clients value
proposition.
- Leads the implementation of the Personalisation
value proposition and all related toolbox(es) in country – and
customises accordingly.
- Tracks and reports on adoption and provides feedback to relevant domain owners and capabilities.
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Drives scalability of user experience design based on digital and
physical integration points around product, campaigns and go-to market
timelines (must take market relevance into consideration).
- Implements the client value proposition in country with approved customisations.
- Drives and entrenches a consistent client experience through all engagement platforms.
-
Partners with Client Solutions and 3rd Party partners and ecosystems
for the delivery of integrated multi-products and services for the
client.
- Maintains alignment with other segment heads in order
to ensure client value proposition delivery and reduction of
duplication across segments.
- Stays abreast of market and
competitive developments in order to provide input to innovative and
value-added services to gain market share.
- Leads the
implementation of user experience design (through relevant insight and
analytics) approach to help guide domain owners better understand and
detail the client life journeys as they change and are enabled on the
platform.
- Provides country data, analytics and insights and
approach to help understand and measure scalability, uptake and
investment on product through user experience design.
-
Continuously scans the external environment in order to keep abreast
with new developments in partnerships, business and technology.
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Provides input into other ecosystems in order to provide our clients
with convenient access to a range of diverse products and services.
-
Enables segments in country to deliver through SBG and 3rd party
products and services to the BC segments through client centric
ecosystem platforms.
- Develops, defines and analyses metrics
on usage, acceptance, value add and market specific nuances to client
in collaboration with capability heads, countries, Innovation and
platform enablers.
- Tracks and monitors the client
conversation portals in country in order to provide input and insights
to shape personalisation for BC Clients, country.
- Enhances Customer Conversation Portal (SMART2) models / engines to improve relevance of conversations and introduce “advanced” conversations.
- Drives Customer Conversations Portal (SMART2) front-end re-design with improved user experience / visualization for both Business and Commercial market segments.
- Develops new real-time use cases to cater for time sensitive requirements of clients.
- Directs product / customer engagement campaigns based on contextual relevance, right time and right channel.
- Introduces Portfolio Management capabilities on SMART2
- Commercialises developed insights and analytics.
- Leverages data and advanced analytics to inform proactive and reactive “protection / retention” strategies.
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Identifies opportunities from prospective and existing customers
(Switching, Cross-Sell, Up-Sell, and Right-Sell triggers / campaigns).
- Creates in-province champions and ownership in driving effective provincial adoption of insights, triggers, and platforms.
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Defines and implements the financial outcomes required for BC Clients
country Personalisation in line with BC Clients requirements and in
close collaboration with domain heads, Innovation and Platform
enablers.
- Defines and implements remedial actions in collaboration with country, other segment heads and Client Solutions.
-
Provides input into financial and non-financial metrics (e.g. client
attrition, profit growth and return on investment, etc.) for
countries.
- Ensures that the country Personalisation capability is built within prudent market risk and conduct parameters.
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Accountable for risk management and adherence to all governance
standards for the continued sustainability of the BC Clients, country
segment.
- Develops appropriate recovery and resolution plans to protect segments client journeys’ data from any untoward event.
- Drives satisfactory audits and ensures that there are no repeat unsatisfactory findings as gauged by operational losses.
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Develops client risk appetite based on the defined framework which is
signed off by BC Clients, country in conjunction with Risk.
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Implements and monitors risk management across Personalisation
capability (e.g., operational risk, credit risk, ecosystems risk and
partner risk management).
- Follows the parameters of the key trade off decisions at client level (i.e. risk appetite, pricing etc.).
- Sets the example in line with the Group’s leadership identity, core values and People Promise.
- Enables integrated ways of working and collaboration across the value chain to deliver for the client.
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Delivers on the Group’s shared purpose and instilling a culture which
enables the Group to evolve into a client led platform organisation.
- Ensures alignment to the People and Culture standards with regards to all employee-related matters.
- Provides input into talent strategy developed by People and Culture.
- Identifies current and potential employee skill requirements in consultation with the People and Culture function.
Preferred Qualification and Experience
Type of qualification: First Degree Field of study: Mathematical Sciences Years: 8-10 years Experience
Description: Proven experience in deep quantitative, analytics, and
modelling environments with proven track record on delivering both
customer and commercial outcomes. Proven track record in customer
insights and analytics environment with end-to-end accountability on
translating data into insights and translating the derived insights into
actionable customer conversations delivering both customer and
commercial outcomes.
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