AVP Senior Analytics Manager

As the Marketing and Client Experience Analytics Manager, you will be responsible for leveraging data-driven analytics to inform and optimize marketing strategies and improve overall customer experience across our financial products and services. You will play a key role in analyzing customer behavior, identifying trends, and providing actionable insights to drive business growth and enhance customer retention.

Key Responsibilities

Marketing Analytics:

• Establish the analytics foundation including roadmap and maturity model
• Develop and implement data-driven marketing strategies to acquire and retain customers.
• Analyze marketing campaign performance, attribution, and ROI across multiple channels (digital, traditional, direct).
• Use advanced analytics to segment customer populations and personalize marketing initiatives.
• Optimize customer acquisition cost (CAC) and customer lifetime value (CLTV) through data-driven insights.

Customer Experience Analytics:

• Measure and monitor customer satisfaction, loyalty, and retention metrics.
• Conduct in-depth analysis of customer journey touchpoints to identify pain points and areas for improvement.
• Implement customer feedback mechanisms (e.g., NPS, CSAT) to drive continuous improvements in service delivery.
• Utilize customer data to personalize experiences and enhance overall satisfaction.

Data Management and Insights:

• Oversee data collection, cleansing, and integration from multiple sources (CRM, transactional data, web analytics).
• Develop and maintain comprehensive dashboards and reporting tools to visualize key performance indicators (KPIs) and trends.
• Collaborate with IT and data engineering teams to ensure data integrity, governance, and accessibility.

Cross-functional Collaboration:

• Partner with marketing, product development, and customer service teams to align analytics initiatives with business goals.
• Communicate insights and recommendations to stakeholders at all levels, including executives, to drive strategic decision-making.
• Lead initiatives to foster a data-driven culture within the organization.

Continuous Improvement and Innovation:

• Stay abreast of industry trends and best practices in marketing analytics and customer experience management.
• Identify opportunities for innovation and optimization through experimentation (e.g., A/B testing, predictive modeling).
• Implement scalable solutions and processes to drive operational efficiency and effectiveness.

Competencies

• Strong proficiency in data analysis tools and platforms (e.g., SQL, Python/R, Tableau, Google Analytics).
• Expertise in customer segmentation, predictive modeling, and statistical analysis.
• Experience with CRM systems (e.g., Salesforce) and marketing automation tools (e.g., HubSpot, Marketo) is preferred.
• Excellent communication skills with the ability to translate complex data insights into actionable recommendations.
• Strong project management skills with the ability to manage multiple priorities and stakeholders effectively.
• Strategic thinker with a passion for leveraging data to drive business outcomes and enhance customer satisfaction.

Education and Experience

• Bachelor’s or Master’s degree in Marketing, Business Analytics, Statistics, Data Science, or related field.
• Minimum of 5 years in marketing analytics, customer experience management, or related roles within the financial services industry.

 

Chubb is a world leader in insurance. With operations in 54 countries, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance, and life insurance to a diverse group of clients. The company is distinguished by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength, underwriting excellence, superior claims handling expertise and local operations globally.
At Chubb, we are committed to equal employment opportunity and compliance with all laws and regulations pertaining to it. Our policy is to provide employment, training, compensation, promotion, and other conditions or opportunities of employment, without regard to race, color, religious creed, sex, gender, gender identity, gender expression, sexual orientation, marital status, national origin, ancestry, mental and physical disability, medical condition, genetic information, military and veteran status, age, and pregnancy or any other characteristic protected by law. Performance and qualifications are the on