Job Summary

Driving a client centric and digital first culture, this role delivers best-in-class behavioural insights translating to fact-based decisions by the business. Ensuring relevant and robust behavioural data on our digital interactive client platform, scaling data management and analysis, and enabling data-driven insight decision making are the focus areas of this role. 

A proven track record in building and deploying (financial services) customer behaviour analytic solutions is required for this role, ideally with a focus on click stream data using Google Analytics, and diagnostic tools such as Content Square/Adobe Analytics/WalkMe/Qualtrics. Experience in building dynamic dashboards (eg Tableau, Power BI) for business stakeholders is an absolute must.

The role leads the behavioural insights for the core web digital platform, to best meet the needs of the team, in delivering directions and maintaining a high level of integrity in the process, methodologies and delivery of results. 

Key Responsibilities

Derive Insights from Digital Client Behavioural Data

Be a Business Partner to CX Designers, Product Owners and Go to Market team, in distilling key insights on business priority areas, including understanding product take-up, mapping digital customer journeys and funnels and pre/post analysis. Support client centric, fact-based decision-making ensuring:

• Clarity of Insights: clear and easy to understand outputs.
• Actionability: clear recommendations on what steps should be taken – not simply data provision.
• Accuracy: insights are accurate and cross checked with other internal data sources to ensure a consistent and explainable story.
• Triangulation: Connect the dots between other insights and internal data sources through strong data defining, structuring, labelling, and developing data models to provide a 360-degree perspective on client behaviour.
• Reporting & Cascade: Production of key behavioural data metrics for monthly management report including interpreted results and integrated with other insights data sources where relevant.
• Automation & Democratization:  Build mechanisms for internal teams to access behavioural insights data
• Education & Uptake: Be the subject matter expert on Client Behavioural Data analysis and invest regular time to educate stakeholders on how to best use

Team Leadership

• Hands-on leadership of a team of two analysts
• Mentor and provide guidance, support and professional development opportunities
• Allocate topic and work process tasks across the team

Stakeholders and Vendor Management

•    Work closely with internal data analytics teams 
•    Build behavioural insights data use cases
•    Support partnerships with relevant providers, to ensure quality of teams, delivery of outputs and good understanding of the brand and business needs

Key stakeholder

• Client Research & Insights team
• DDCP & DCS PO’s
• DDCP CX team, Go to Market team & Digital Analytics team

Skills

• Quantitative Research Technique
• Research Analysis
• Digital Behavioural Data Analysis
• Data Gathering & Analysis
• Presentation & Story Telling
• Data Governance and Management
• Business Acumen
• Stakeholder Management

Qualifications and Experiences

• Recognised degree, preferably in quantitative, computer science, engineering or analytical discipline, e.g. mathematics, statistics, IT, economics, finance, accounting
• Minimum 8 years of data analytics/business intelligence/insights related experience to include a combination of research experience in Finance & banking and / or B2B market research and/or research agency and/or digital insights.
• Minimum 5 years’ experience using click stream digital behavioural data e.g., Google Analytics (preferred), Adobe, FullStory, Content Square to drive product digital product development and improvement.
• Minimum 3 years leading a small team
• Knowledge of a variety of predictive models, machine learning algorithms and statistical techniques, e.g. logistic regression, decision tree, clustering, neural networks, support vector machines, principal component analytics, natural language processing.
• Proficiency across the core statistical toolsets (SQL, SAS, R, Python), data visualization tools (Tableau, Qlik, Power BI) and Hadoop ecosystem.
• Strong analytical skills to process data for meaningful information management and problem-solving skills - ability to develop alternatives and solutions.
• Ability to demonstrate critical thinking - by using logic and reasoning to identify the strengths and weakness of alternative solutions, conclusions, and approaches to problems.
• Demonstrated knowledge, understanding and application of marketing research techniques, and experience in engaging research agencies.
• Ability to work on and prioritize multiple projects while meeting required goals and deadlines. Strong organizational skills. Effective in prioritizing work and following through on commitments.
• Ability to influence internal customers and functional leaders and effectively establish strong working relationships that produce solid results.
• Positive attitude and passion for the job.

About Standard Chartered

We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

Together we:

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

What we offer

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible working options based around home and office locations, with flexible working patterns.
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.

Recruitment Assessments

Some of our roles use assessments to help us understand how suitable you are for the role you've applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.

Visit our careers website www.sc.com/careers