Manager, Customer Analytics and Insights

Responsibilities: Customer Strategy & Analytics: Support the development and implementation of customer strategies aligned with business goals, translating business questions into quantitative analyses to inform decision-making. Conduct in-depth customer analysis to understand customer profiles, behaviors and trends, generating actionable insights to identify opportunities for customer growth and retention. Evaluate customer campaign performance by analysing key metrics and customer responses, providing business insights to improve campaign effectiveness and support test-and-learn initiatives. Initiative Performance Tracking & Optimization: Develop comprehensive frameworks to systematically track customer initiative success against predefined KPIs and ensure alignment with strategic business goals. Analyze initiative performance data and model outputs to uncover insights that inform improvements and strategic adjustments. Monitor performance trends, identify areas of strength and optimization opportunities, and provide timely recommendations to support strategic planning and resource allocation. Dashboard & Report Development: Define relevant KPIs and key metrics for dashboards to measure initiative and business performance. Design, develop, maintain and enhance dashboards and reports that visualize performance trends and enable stakeholder decision-making. Collaborate with cross-functional teams to ensure data integrity, relevance and consistency across all reporting outputs. Data Consolidation & Group Reporting: Collect and consolidate data from multiple stakeholders into standardized formats to ensure accurate Group-level reporting. Qualifications: Degree in Data Analytics, Computer Science, Mathematics, Statistics or related subjects 8+ years of relevant work experience, preferably in financial services or consulting firms focusing on data, analytics and CRM. Demonstrated expertise in developing data strategies, frameworks, and analytics solutions that drive measurable business impact Strategic thinker with deep business acumen and ability to translate complex data insights into actionable recommendations Excellent analytical and problem-solving capabilities with strong communication skills Strong stakeholder management and interpersonal skills in cross-functional environments Strong proficiency with data visualization and BI tools (e.g., Power BI, Tableau), and programming languages for data analysis (e.g., Python, SQL) Experience with Databricks is a plus Good command of English, Cantonese and preferably Mandarin About AXA Hong Kong and Macau AXA Hong Kong and Macau is a member of the AXA Group, a leading global insurer with presence in 52 markets and serving 92 million customers worldwide. Our purpose is to act for human progress by protecting what matters. As one of the most diversified insurers in Hong Kong, we offer integrated solutions across Life, Health and General Insurance. We are the largest General Insurance provider and a major Health and Employee Benefits provider. Our aim is to not only be the insurer to provide comprehensive protection to our customers, but also a holistic partner to the individuals, businesses and community we serve. At the core of our service commitment is continuous product & service innovation and customer experience enrichment, which is achieved through actively listening to our customers’ needs and leveraging and investing in technology and digital transformation. We embrace our responsibility to be a driving force against climate change and a force for good to create shared value for our community. We are proud to be the first to address the importance of mental health through different products and services and thought leading iconic research. Our overall Sustainability Strategy, with emphasis on climate strategy and biodiversity commitment, is developed based on TCFD recommendations. We are committed to integrating environmental, social and governance factors across our business and strive to contribute to a sustainable future through 3 distinct roles - as an investor, an insurer and an exemplary company. AXA is an equal opportunity employer. We are committed to promoting Inclusion and Diversity (I&D) by creating a work environment where all employees are treated with dignity, respect, and where individual differences are valued. We welcome and treasure diverse profiles to join our big family, and to build an inclusive culture together which allows everyone to maximise their personal potential. Our people strategies are designed to enhance employee well-being and professional growth, ultimately empowering them to excel within the company. Click here to learn more about our Benefits (https://www.axa.com.hk/en/benefits), Culture (https://www.axa.com.hk/en/culture-and-values), & Career Development (https://www.axa.com.hk/en/career-development).