Lead - Digital Analytics
Job Purpose :
- Perform Analytics on existing customer base to identify segments and drive behavior
- Provide inputs on Fintech partnerships to spot trends and provide inputs for tie-ups
- Maintain and harness data from contact center for building productivity for outbound sales
- Study usage and transaction data from B2C and B2B Mobile Apps and provide inputs and insights for increasing Business
- Perform customer analytics including segmentation, churn modelling, upsell, cross-sell and social media analytics.
- Provide recommendations on ways to improve productivity and customer satisfaction levels
- Work to troubleshoot issues and resolve customer dissatisfaction and providing insights on growing digital business
Key Responsibility Areas :
- Weekly reports/Dashboards on direct business and providing insights on growing digital business, running digital campaign based to monthly trend of investors
- Providing Insightful reports that helps the Sales team to identify trends and distributor insights
- Responsible for developing strategies to capture customer feedback through customer satisfaction scores
- Recommend campaigns on specific channel to acquire target audience
- Analytically solve complex problems, applying and administering analytical / modeling tools and techniques and drawing managerial insights
- Ensure development of service quality metrics in collaboration with relevant asset management functions
- Ensure that periodic service benchmarking exercise is conducted and review UTI's results against benchmarked organizations
Qualification & Experience :
Qualification :
- Bachelors / Masters degree in Economics / Statistics / Engineering
Experience :
- Over 5-8 years of experience in Customer Strategy & Analytics
- Experience in the Mutual Fund industry is preferred
- Prior experience in customer analytics including segmentation, churn modelling, upsell, cross-sell and social media analytics etc.
- Any experience in Risk Modeling into PD, LGD, EAD models for Banking sector and knowledge of operational analytics will be a plus
- Experience in statistical analytics software like Python, R and SAS
- Good written and verbal communication skills
- Excellent Inter-personal skills
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