AVP – Head of Customer Intelligence & Insights Activation

المسمى الوظيفي

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The Customer Intelligence & Insights is accountable for establishing and leading the enterprise-wide customer intelligence capability for DIB. This role owns the definition, integration, and interpretation of customer intelligence across all customer touchpoints — digital, branch, contact centre, complaints, social, surveys, and external signals — transforming fragmented data into a single, actionable view of customer reality. The role goes beyond analytics execution to define how the bank understands customers, translating behavioural, attitudinal, and experiential signals into clear customer outcomes (e.g. acquisition quality, activation, attrition, retention, cross-sell, loyalty) and driving insight-led actions across Business, Digital, Operations, Service, and Transformation functions. This is a strategic yet highly action-oriented leadership role, requiring strong judgement, enterprise influence, and the ability to connect insight to decision-making at scale.

المهام الأساسية

• Enterprise Customer Intelligence Framework – Own and define the framework, setting how customer data is aggregated, synthesised, interpreted, and activated across the bank.
• Integrate multiple sources of customer insight :
  • Voice of Customer (VOC), complaints, and contact centre interactions
  • Digital behaviour and transactional signals
  • Surveys, research, social listening, and external benchmarks
• Establish a single, coherent view of customer reality – move the organization away from siloed, channel‑specific analytics.
• Oversee model development – Next Best Action and Personalized Actions models with Data Science and Risk.
• Oversee predictive churn modelling and segmentation with governance for drift monitoring and bias checks.
• Supervise CLV modelling and calibration – back‑testing, stability monitoring, bias/fairness checks; chair model change control with Model Risk/Governance.
• Lead pricing and value‑proposition design for bundles – run A/B and multivariate tests to optimise uptake and profitability.
• Establish experimentation at scale – A/B test creatives, timing, channels, and incentives, optimising for incremental lift and CLV impact.

Strategic Insight to Business Action

• Translate customer intelligence into clear implications for customer outcomes, including:
  • Acquisition quality and onboarding effectiveness
  • Activation and usage behaviour
  • Attrition risk and early‑warning indicators
  • Retention, engagement, and cross‑sell opportunities
  • Segment and proposition strategy
  • Customer lifecycle design and activation
  • Journey redesign and service model improvements
• Ensure insights are decision‑ready, outcome‑oriented, and tied to enterprise priorities.

Enterprise Influence & Governance

• Act as a trusted advisor to senior stakeholders across Business, Digital, Operations, Service, and Transformation.
• Present customer intelligence and implications to senior management and governance forums, influencing prioritisation and investment decisions.
• Embed customer intelligence into enterprise decision‑making rather than post‑hoc reporting.

Intelligence Frameworks & Advanced Analytics

• Define standards for customer analytics and insight development :
  • Predictive and diagnostic modelling
  • Segmentation, personas, and value‑driver analysis
  • Root‑cause and systemic issue analysis
• Guide AI and advanced analytics application, ensuring interpretability and business relevance.
• Provide oversight in the architecture, development, and maintenance of CoCE‑specific data schemas and data marts, ensuring alignment with enterprise analytics and governance standards.
• Partner closely with Data Engineering and SPBA teams to ensure data quality, availability, and responsible use.

Data Quality, Governance & Compliance

• Serve as the data steward for the CoCE team and work closely with the data governance team to ensure adherence to governance standards and compliance requirements.
• Oversee implementation of data‑quality controls, including validation checks, ongoing monitoring, and exception‑handling processes.
• Ensure full compliance with DIB’s data‑security, privacy, and regulatory obligations.
• Provide oversight for the continuous curation and maintenance of the CoCE report inventory.

Leadership & Capability Building

• Lead, mentor, and develop the Customer Intelligence team, raising analytical maturity and business acumen.
• Build enterprise data literacy and insight adoption.
• Oversee continuous enhancement of dashboards, insight packs, and executive‑level intelligence outputs.

Risk, Ethics & Governance

• Ensure all analytics and insight activities comply with data privacy, regulatory, and ethical standards.
• Establish governance around insight interpretation and usage to avoid misrepresentation or unintended customer harm.

Education & Work Experience

• Degree in Data Analytics, Business Intelligence, or related field; MBA preferred.
• 10‑12+ years of experience in customer analytics, customer insights, strategy, or customer‑led transformation.
• Demonstrated experience operating at enterprise or group level, not function‑specific analytics.
• Demonstrated experience with report and dashboard development tools such as PowerBI, SAP.
• Proven ability to translate customer insight into business and customer outcomes.
• Banking or financial services experience strongly preferred.

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2026-04-11 07:14:02