Prudential - Assistant Manager/Analyst - Insights Performance Measurement

Job Title - Assistant Manager/ Analyst

Reports to - Deputy Manager

Scope of Role - Prudential UK

Business Area - PPMS - Knowledge Services

Key departments/areas of responsibility :

Analytics

Job Dimensions

Financial /Non Financial - The role has no financial responsibilities.

This role will have 1-2 direct reports, to begin with, good potential to grow fast and will work under a Deputy Manager

Overall Job Purpose :

- The role is for the insights & analytics team within the Service Development sphere

- Deliver the customer-centric insight, analytics, measurement to the customer committee.

- Customer-centric analytics combining customer feedback with operational, behavioral & financial data to give clear direction for change

- Insight used to drive improvement across Pru UK, informing strategy, proposition, journey design, service delivery, process, operational efficiency & culture

- The person needs to possess the understanding of the customer experience/journey domain. Should have the experience to coordinate with multiple teams to gather the requirement, design and propose the solution, manage the project end to end and deliver it to the stakeholders.

Overall Experience :

- 2 - 6 years of proven experience in Business Analytics with 2+ years of relevant experience in Operations & Customer experience analytics.

- Understanding of the capability of various BI tools.

- The analyst needs to provide a joined-up view & meaningful insights on key customer issues on a regular basis using the solutions developed.

- Analyse the data to identify customer pain points, process bottlenecks and triggers for intervention before things go wrong

- Ability to work with stakeholders across all levels, understand business objectives and make sure any analysis and findings are aligned to those business objectives

Day-to-day responsibilities :

- Gather the requirement from various stakeholders and translate them to measurable metrics.

- Work with various team to design and propose the solution.

- Manage the development phase of the solution and ensure that the progress is on track.

- QA the solution and ensure the deliverable is defect free.

- To understand and analyse customer behaviour and help build BI solutions/ statistical models to gain more insights into customer expectations and needs

- To understand customer experience across various channels

- Deliver complex regular and ad-hoc analysis : Lead on complex analysis requests comes from various business areas to provide insight on specific areas of interest on a regular as well as ad-hoc basis. Requests will need to be scoped out, estimated, delivered with valuable insights and the relationship with the UK stakeholder managed throughout the delivery of the project.

- To prioritise the improvement areas for the business

- To forecast upcoming trends on issues and customer needs (e.g. more online service, better training of staff etc.)

- Provide Diagnostic CX Analytics: Produce insights around customer experience

Skills required:

Management Skills:

- Has experience of leading and delivering large strategic projects end to end.

- Can gather requirement from various stakeholders, translate and collate them.

- Good stakeholder management and communication skills

- Has experience in agile methodology.

Technical Skills :

- Has an understanding of the customer journey process.

- Experience of working with large structured & unstructured data sets

- Has the understanding of various BI tools and databases(Oracle and SQL server).

- Has to understand of Story-telling & Visualizing

Languages/Tools :

Desirable Skills :

- Exposure to Data analytics

- Insurance industry experience is a plus

Accountabilities/Responsibilities :

1. Stakeholder Management :

- Manage Stakeholder interactions by having regular updates and growing stakeholder engagement

- Meeting /exceeding quality and timeline expectations for all projects

- Design, plan and scope out projects with stakeholders

- Explain project methodology and project approach to required stakeholders

2. People Management :

Day-to-day management and oversight for functional teams within Analytics vertical. This would include :

- People evaluation and program management

- Workflow allocation within the team

- Escalation handling and management

Key Interfaces (please detail purpose and level of contact) :

- Analytics leadership, KS leadership

- Local Business Unit leaders for UK

- Prudential business owners

Competence / Knowledge / Skills required :

Must have :

- Experience in CX measurement & analytics

- Experience in in delivering strategic solutions with IT

- Good verbal and written communication skills, with an ability to present facts and data in a logical fashion tailored to the level of business;

- Has high level understanding of various BI tools and databases(Oracle and SQL server).

- Able to meet tight deadlines and remain calm under pressure.

- Analytical and inquisitive, with excellent attention to detail.

- Ability to exercise sound judgement when faced with different options for solving a problem;

- Able to produce a high quality of deliverables;

- Self-starting in undertaking analysis and development tasks;

A Team player :

Carry out work to an agreed project plan, producing deliverables in an agreed timescale.