Insights & Customer Journey Manager – NMB Bank

Job Purpose: 

Explore diverse data sources to extract, organize & analyse data into information packaged in report/dashboard formats that give line of sight into what is happening in the business in form of trends, patterns & projections that are building blocks for actionable insights that will help the Bank embed a data driven decision making approach to maintain cutting edge competitive advantage in the market as well as achieve its market share and profitability KPIs. 

Main Responsibilities: 

    Conduct an end to end analysis of tooling and data requirements needed to support advanced analytics and data driven decision making in Retail Products/Propositions 

    Collaborate with key stakeholders in the data team to design, implement, monitor performance, set up quality control process and devise ethical data governance strategies to a ensure reliable, accurate, robust, future proof reporting and analytics solutions. 

    Use statistical and analytical tools to explore relevant qualitative & quantitative data to identify, analyse and interpret patterns or anomalies that are of business value and could help diagnose observations related to; 

    – Revenue & profitability 

    – Product/channel Utilization & Performance 

    – Customer Activity (Customers / Active days / Revenue generating days etc…) 

    – Customer Satisfaction & sentiment. 

    Prepare, maintain and deliver comprehensive reports with the aid of visualization tools and methods that clearly and concisely highlight key insights & KPIs that help stakeholders track, compare, understand and digest the data analyses, facts & actionable insights, enabling them to take the necessary measures that will help drive the Bank towards achieving its objectives. 

    Collaborate with product owners and relevant stakeholders to unpack & understand new products/propositions, design their customer journeys then identify and prioritize data/information needs as well as the right KPIs & experiments (A/B testing etc. ) that should be created to monitor essential business functions so that performance can be assessed vs targets and optimizations implemented over the entire product/proposition lifecycle. 

    Drive the adoption of machine learning (ML) and AI tools to automate analytics workflows, identify patterns in data as well as aid predictions/forecasting scenarios thus making the task of turning raw data into insights more scientific, seamless, and efficient. 

    Regularly analyse and keep track of competitor performance, product and propositions, consumer sentiments and industry trends against our own portfolio to understand our position and recommend opportunities to optimize that will drive market share & profitability. 

    Maintain high learning agility and keep abreast of advanced analytics methods, tools and industry trends to identify new opportunities, best practices and innovations in analytics that will help build an effective and future proof advanced reporting and analytics capability for the bank as well as act as a recipe for career growth. 

    Regular review of individual performance against objectives & targets and giving constructive feedback on development. 

    Manage relationship with cross-functional stakeholders and business partners. 

Knowledge and Skills: 

•     Knowledge of ETL/ELT frameworks & tools used for data orchestration. 
•     Understanding of relational databases & data modelling techniques in BI / Data Warehouse platforms 
•     Understanding of retail buying behaviour, key segments/personas, Marketing techniques and evolving trends in fintech 
•     Proficiency in keeping abreast of relevant industry changes in both the business, marketing, and technology environments within the wider financial services industry. 
•     A comprehensive knowledge of Tanzanian Banking products & financial services 
•     Knowledge of the ethical implications of data usage, storage, and analysis, especially in terms of privacy and security, customer trust & organizational reputation 
•     Proficiency in statistical methods, knowledge of machine learning techniques, the rationale behind and how to apply them in advanced data analytics (clustering, predicting, A/B testing, risk modelling, forecasting, product recommending etc…) 
•     Hands on knowledge & proficiency with SQL/Python/R for data mining, wrangling and analysis. 
•     Proficiency in working with BI/Analytics software (R, Python, Ms Excel, Ms Power BI / Tableau, SAP BI, Ms Powerpoint etc) for exploring, wrangling, analysing and visualizing data. 
•     Proficiency in using data visualization tools to prepare reports, dashboards, executive summaries, briefs & infographics. 
•     Ability to apply critical thinking, logical approach, attention to detail & creativity to problem solving & solution articulation. 
•     Team player with strong agile project management (planning, prioritization, organization, and multitasking) skills 
•     Passionate about data, analytics & visualization 
•     Excellent verbal/written communication and presentation skills 
•     Proactive and ability to work in a high-pressure environment with shifting priorities, demands and timelines. 
•     Ability to conduct oneself professionally, confidently, and effectively with colleagues & stakeholders at all levels, internally and externally. 

Qualifications and Experience: 

    Bachelor’s degree in Business Analytics, Statistics, Actuarial Science, Computer Science, Data Science, Information Technology or related field. 

    Certification or training in Data Analytics, business analytics, Statistics, data visualization, Machine Learning is highly preferred. 

    At least 5 years’ experience & track record, preferably in 

    – Business analytics 

    – Data analytics & research 

    – Management of Information Systems (MI) & Reporting