AVP, Customer Data and Analytics

Job Summary

Customer understanding, insights to support data‑driven processes and address business and / or transformational decisions. Provide compelling insights from customers through a wide range of qualitative and quantitative research to drive customer experience improvements across all touchpoints, achieve customer KPIs, and gather market insights. Also manage regional and group reporting and framework reporting in customer and marketing areas to ensure strategic alignment with group strategies.

Main Responsibilities

• Customer 360 view – integrate data for a 360‑degree customer view and leverage it across the organization.
• Customer dashboard – develop dashboards to track proactive customer touch points and enhance the customer experience.
• Use customer data to drive action based on customer value, segmentation (personas, demographics, analytics) to deliver personalized experiences and service differentiation.
• Oversee and manage customer & distributor surveys, including ad‑hoc surveys to support improvement initiatives. Provide insights and analysis of TNPS, DNPS, RNPS results, CSAT & service performance across all touchpoints. Track, analyze trends and correlations for TNPS, RNPS & DNPS and complaints performance to add value to the journey improvement initiatives. Track and report customer KPIs to regional and group office.
• Ensure clear and strong governance, agile mindset, compliance with SOPs, company and regulatory guidelines / policies & standard requirements.

Qualification and Experience Requirement

Compliance (this is compulsory section)

Ensure compliance with the requirements of local regulations and all other relevant statutory regulations and guidelines, as well as relevant company, regional and Generali policies and procedures.

Information Security (IS)

Responsible for defining requirements regarding information availability, confidentiality and integrity. Managers must ensure that all staff members (including temporary staff) and providers comply with the relevant security standards.

Data Privacy

Ensure compliance with data privacy laws and regulations, policies, standards, processes and procedures implemented by the company at all times.

Diversity, Equity, Inclusion

Generali is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, gender identity, national origin, veteran or disability status.

At Generali, we believe that it is our differences that make the difference. At the heart of everything we do, we value the fact that we are all human beings, unique in our own ways, bringing different cultures, lifestyles, mindsets, and preferences.

Our commitment is to leverage this diversity to create long‑term value, to be innovative, sustainable, to make the difference for our people, our clients, our partners as well as our communities. We strive to promote a culture where DEI is embedded in how we work and do business every day. All of us around the world are taking actions every day to create an inclusive and accessible workplace, where every person feels empowered to take ownership, to challenge biases and lead the transformation with a human touch.

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