# Senior Manager, Customer Analytics

**Company**: AIA Group
**Location**: Hong Kong, HK
**Experience**: senior
**Job type**: full-time
**Category**: Analytics
**Industry**: Finance
**Wikidata**: https://www.wikidata.org/wiki/Q1152465

**Apply**: https://aia.wd3.myworkdayjobs.com/en-US/External/job/Hong-Kong-HK-AIA-Group-Office/Senior-Manager--Customer-Analytics_JR-69370?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_a93df8dc-c9c

## Description

At AIA, we've started an exciting movement to create a healthier, more sustainable future for everyone. We're looking for a Senior Manager, Customer Analytics to join our marketing, distribution & partnership team.

**About the Role**

As the primary business SME for customer analytics, you will serve as a bridge between Marketing, Business Units, Data Science, Data Engineering, and Technology teams. Your responsibilities will include:

- Defining and operationalizing customer data foundations to ensure customer, behavioral, marketing, and transaction data are standardized, automated, and scalable across Business Units.

- Partnering with the Director of Customer Analytics & Insights to develop and maintain the roadmap for customer analytics products.

- Translating business requirements into analytical solutions and data products that drive customer acquisition, engagement, retention, and repurchase outcomes.

- Supporting the industrialization of customer analytics by establishing scalable processes, automation frameworks, reporting solutions, and model deployment standards.

- Ensuring customer analytics capabilities are effectively embedded into business processes, marketing activation, and customer engagement programs across the region.

**Roles and Responsibilities:**

### Customer Analytics Product Management

- Partner with the Director to define and prioritize the customer analytics product roadmap across Group and Business Units.

- Act as the product owner for customer analytics use cases, ensuring alignment between business priorities and technical development.

- Manage requirements gathering, business case development, and stakeholder alignment for customer analytics initiatives.

- Monitor adoption, effectiveness, and business impact of analytics products and recommend enhancements where required.

- Coordinate delivery across Data Science, Data Engineering, Martech, and Technology teams.

### Data Foundation & Automation

- Define customer data requirements, frameworks, and governance standards to support analytics use cases at scale.

- Partner with Data Engineering and Technology teams to establish automated, reliable, and scalable data pipelines.

- Drive improvements in customer data quality, accessibility, and integration across multiple data sources.

- Support the development of Group-level data assets that enable consistent reporting, modelling, and activation across markets.

- Ensure customer data structures are designed to support future personalization, predictive analytics, and AI-driven use cases.

### Predictive Models & Customer Intelligence

- Support the development and deployment of customer analytics products, including lead scoring models, propensity-to-buy models, cross-sell and upsell models, repurchase propensity models, customer lifetime value models, and customer segmentation frameworks.

- Translate business objectives into model requirements and success metrics.

- Work with Data Science teams to ensure models are explainable, actionable, and operationally scalable.

- Establish processes for monitoring model performance, adoption, and commercial outcomes.

### Business Partnership & SME Leadership

- Serve as the primary customer analytics SME for Group Marketing and Business Units.

- Work closely with local business teams to identify opportunities where analytics can drive measurable business value.

- Translate complex analytical concepts into practical business recommendations for senior stakeholders.

- Facilitate alignment between business, technology, and analytics teams throughout project delivery.

- Support markets in embedding customer intelligence into campaign planning, customer engagement, and retention initiatives.

### Reporting & Performance Measurement

- Develop and maintain customer analytics dashboards and measurement frameworks.

- Deliver regular performance reviews and business impact assessments to Group leadership.

- Identify opportunities to improve customer acquisition efficiency, retention performance, and customer value.

**Job Requirements:**

- Bachelor or Post-Graduate degree or at least 15 years' experience in Life Insurance and Financial Services, especially in Marketing.

- Direct/hands-on experience and proven success in driving customer repurchase, especially at a regional level.

- Actuarial background, especially technical knowledge and experience in product development and pricing, is an advantage.

- Excellent communication skills, both written and verbal.

- Sound understanding of insurance-related financial metrics.

- Sound data and analytics experience.

- Strong business acumen and analytical thinking, reflected in impact and influence skills and confidence in high-level interactions with the leadership team.

- Strategic Thinking, planning, and execution skills.

## Skills

### Required
- customer analytics
- data science
- data engineering
- marketing
- business analysis
- predictive modeling
- data visualization
- communication
- strategic thinking

### Nice to have
- actuarial background
- technical knowledge
- product development
- pricing
- insurance-related financial metrics
- data and analytics experience

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Source: [Apply at aia.wd3.myworkdayjobs.com](https://aia.wd3.myworkdayjobs.com/en-US/External/job/Hong-Kong-HK-AIA-Group-Office/Senior-Manager--Customer-Analytics_JR-69370?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)