Head - Analytics and Customer Insights
The Head - Analytics and Customer Insights is responsible for the strategic leadership of all customer and market research and analytics. He/ She translates articulated and/or unarticulated business needs and hypotheses into research plans and methods that create business insights. He collaborates with other stakeholders and/or departments to set up the multi-platform customer measurement infrastructure and devises approaches for measuring the effectiveness of content, platforms and campaigns. The work involves providing technical guidance and leadership to the analytics and customer insights team as well as advising insights-based creative and business decision making. He should be an expert at both data and business metrics. He should have strong understanding of the fundamentals in quantitative and qualitative research techniques, algorithms, machine learning, natural language processing and statistical modelling. He ought to be an able communicator to convey insights to business leadership and be comfortable in interpreting statistical results.
Skills and Competencies
Technical Skills & Competencies
Generic Skills & Competencies
Critical Work Functions and Key Tasks
• Formulate the data analytics strategy based on the strategic objectives of the organization and engagement with business stakeholders
• Advise on the set-up of the multi-platform customer measurement infrastructure
• Advise on compliance with legal or regulatory restrictions when collecting market and customer data
• Translate business needs and hypotheses into research plans
• Review the organization's data organization structures and make enhancements to align to research plans and objectives
• Establish data quality control and analytics process standards based on best practices
• Approve budgets for key analytics projects
• Analyse large datasets by collaborating with teams in the development and deployment of analytical tools and data science approaches
• Review the analytical models produced by the team for strength of methodology and accuracy
• Advise relevant departments and/or stakeholders on methods to enhance sales and marketing strategies based on actionable business
insights developed from data analytics
• Present data and customer insights and recommendations to relevant business stakeholders
• Identify opportunities to automate and scale the data analytics capabilities of the organization by collaborating with other teams
• Define common goals, direction and accountability among staff
• Define staff development strategies by coaching, mentoring and engaging in career discussions
• Define effective performance management practices within department in accordance with company policies and procedures
• Oversee budgets, forecasting, work allocations and staffing of the various departments