AVP, Data Analytics & Customer Insights Analyst
OCBC Bank · Singapore
WHO WE ARE:
As Singapore’s longest established bank, we have been dedicated to enabling individuals and businesses to achieve their aspirations since 1932. How? By taking the time to truly understand people. From there, we provide support, services, solutions, and career paths that meet their individual needs and desires.
Today, we’re on a journey of transformation. Leveraging technology and creativity to become a future-ready learning organisation. But for all that change, our strategic ambition is consistently clear and bold, which is to be Asia’s leading financial services partner for a sustainable future.
We invite you to build the bank of the future. Innovate the way we deliver financial services. Work in friendly, supportive teams. Build lasting value in your community. Help people grow their assets, business, and investments. Take your learning as far as you can. Or simply enjoy a vibrant, future-ready career.
Your Opportunity Starts Here.
Why join:
- Be at the forefront of driving a data-driven culture that directly improves customer experience.
- Work with cutting-edge analytics tools and methodologies in a supportive, innovative environment.
- Collaborate with diverse teams and senior leaders to influence strategic decision-making.
- Opportunity for professional growth in a critical and evolving area of banking operations.
How you succeed:
- Deliver timely, accurate, and insightful analytics that inform business strategy and operational improvements.
- Communicate complex data findings clearly to non-technical stakeholders.
- Innovate by applying advanced analytics and automation to enhance complaint management.
- Build strong relationships with stakeholders to ensure analytics initiatives meet business needs.
- Maintain a proactive approach to identifying risks and opportunities through data.
Role Overview:
This role is responsible for building the analytical foundation for customer friction intelligence through robust data sourcing, thematic monitoring and dashboarding capabilities. The incumbent will leverage data and analytics to proactively identify emerging customer friction, detect escalation signals, and provide actionable visibility that strengthens customer outcome monitoring, governance and independent oversight.
Data Sourcing & Data Management
Purpose: Build a sustainable and independent complaints data capability by sourcing, integrating and managing data across multiple systems to create a trusted foundation for friction monitoring and oversight.
Key Responsibilities
- Develop and maintain end-to-end complaints and customer friction data assets, including sourcing, validation, transformation and management of data from multiple business and operational platforms.
- Establish a robust and scalable data architecture to support complaints analytics, thematic monitoring, reporting and oversight requirements.
- Partner with stakeholders across the organisation to deepen understanding of business processes, data lineage, customer journeys and operational dependencies.
- Identify opportunities to enhance data quality, completeness and accessibility to strengthen analytical confidence and decision-making.
- Translate complex business requirements into intuitive and scalable data models that support meaningful visualisation and consumption by stakeholders.
- Continuously evaluate new data sources and emerging datasets that could enhance visibility of customer friction, conduct risks and customer outcomes.
Thematic Analysis & Friction Monitoring
Purpose: Develop proactive monitoring capabilities that identify emerging customer friction, detect escalating issues early and support timely intervention.
Key Responsibilities
- Design and implement thematic monitoring frameworks to identify recurring patterns, emerging risks and customer pain points across complaints and related customer signals.
- Develop analytical models, triggers and monitoring mechanisms to proactively detect Escalated Friction Signals, enabling prompt intervention before issues become systemic.
- Analyse customer, operational and business data to uncover underlying drivers of customer dissatisfaction, conduct concerns and service challenges.
- Evaluate relationships across datasets to identify potential linkages, emerging themes and concentration risks.
- Support root cause identification through data-driven analysis and evidence-based insights.
- Continuously refine monitoring methodologies, indicators and thresholds to improve early anomaly-detection capabilities, timely intervention and oversight effectiveness.
Dashboard, Visualisation & Reporting
Purpose: Deliver clear, intuitive and impactful visualisation and reporting capabilities that enhance transparency, oversight and informed decision-making.
Key Responsibilities
- Design, develop and maintain complaints and customer friction dashboards that provide timely, accurate and accessible information to stakeholders.
- Create intuitive visualisations that simplify complex datasets and improve understanding of customer outcomes, trends and emerging issues.
- Continuously enhance dashboard capabilities to improve usability, scalability and stakeholder experience.
- Develop reporting frameworks and management reporting packs that communicate key metrics, trends and developments effectively.
- Ensure reporting outputs are accurate, consistent and aligned with governance and oversight requirements.
- Drive adoption of dashboarding and self-service reporting capabilities across stakeholder groups.
Who you are:
- University degree with at least 5 years of experience in data analytics, customer insights, and complaints management.
- Curiosity and initiative to navigate complex data environments independently.
- Strong analytical, problem-solving, and communication skills with senior stakeholder influence.
- Deep understanding of complaints management and regulatory expectations.
- Proficient in data visualization, automation, AI, or advanced analytics tools.
- Sound knowledge of statistical analysis, trend analysis, segmentation, anomaly detection and analytical problem-solving.
- Passionate about leveraging data to drive customer-centric improvements.
- Strong data storytelling skills, including the ability to produce concise management narratives and actionable recommendations.
- Skilled in designing user-centric dashboards that drive actions.
- Comfortable working independently as a senior individual contributor while collaborating across business and technical teams.
What we offer:
Competitive base salary. A suite of holistic, flexible benefits to suit every lifestyle. Community initiatives. Industry-leading learning and professional development opportunities. Your wellbeing, growth and aspirations are every bit as cared for as the needs of our customers.
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