Manager - Customer Insights

Mission:

As part of the Customer Operations & Finance department and key member of the Contact Forecasting Team, your role will be to analyze customer interactions across all touchpoints and predict their future behavior, based on expected or planned events. You will collaborate closely with Customer Operations, Digital, Marketing, Finance, and Sales teams, contributing to initiatives that impact on customers and on their contact behavior. Your work will ensure accurate impact assessments and effective planning of related activities.

Key Responsibilities:

Reporting to the Contact Forecasting Senior Manager, your responsibilities will include:

• Producing rolling forecasts for customer contacts across all interaction channels (both human and digital).
• Monitoring and analyzing deviations between actual customer behavior and forecasted trends.
• Analyzing customer base and contact behavior by customer type, product, channel, seasonality….
• Generating insights to identify pain points and opportunities to enhance the customer journey.
• Collaborating with IT/Big Data and business units to support data-driven decision-making, including developing and defining shared metrics.
• Presenting key findings and insights to management on customer behavior and digital engagement, along with identified opportunities.

Requirements:

• Analytical background: At least 3 years of experience as a Data Analyst, Business Analyst, or Data Scientist, with expertise in forecasting and planning.
• Ability to interpret business needs and translate them into analytical approaches that drive reliable results.
• Strong experience with cloud-based Data Lake environments and data management.
• Proficiency in SQL for querying and data management; experience with Python and R for data analysis, machine learning, and workflow automation.
• Expertise in predictive analytics, with a focus on time series analysis and machine learning models (e.g., ARIMA, Prophet, LSTM, deep learning) to forecast trends and customer behavior. Ability to implement and fine-tune statistical models, as well as generate insights from large datasets to drive business decisions.
• Proficiency in data visualization tools such as Tableau, Power BI, or Looker.
• Advanced proficiency in Excel and PowerPoint.
• Strong problem-solving abilities and capacity to translate complex data into actionable insights.
• Excellent communication skills, able to convey complex analyses to stakeholders at all levels, including top management. Team-oriented, adaptable, and organized, with strong time management skills.
• Proficiency in English, both written and spoken.