CXM - BFSI (L3- Associate Manager)

Key Responsibilities

• Develop and implement customer segmentation strategies for BFSI and retail banking customers.
• Analyze customer behavior, transactions, engagement, and interaction data to identify actionable CX insights.
• Drive marketing analytics and measure campaign performance and effectiveness.
• Design, execute, and evaluate A/B tests and experiments to measure customer response and campaign impact.
• Identify opportunities for cross-sell, upsell, customer retention, and engagement.
• Work closely with business and marketing teams to define campaign objectives, KPIs, and success metrics.
• Translate customer and marketing analytics into actionable business recommendations.
• Develop analytical solutions using Python and SQL.
• Analyze large-scale customer and transaction datasets using Snowflake and other cloud/data platforms.
• Build dashboards and analytical reports to monitor customer, campaign, and business performance.
• Collaborate with Data Science, Marketing, Product, Technology, and Business teams.
• Support the development of CRM triggers, customer journeys, and targeted marketing strategies.
• Present analytical insights and recommendations to senior stakeholders and clients.
• Manage and lead BFSI analytics projects while ensuring quality, timelines, and stakeholder satisfaction.

Mandatory Skills

• 7–10 years of overall experience in analytics/CXM/BFSI domain.
• Strong experience in BFSI / Retail Banking.
• Hands-on expertise in Python.
• Strong proficiency in SQL.
• Strong experience in Customer Segmentation.
• Experience in Marketing Analytics and campaign analytics.
• Hands-on experience with A/B Testing / Experimentation.
• Experience delivering or managing BFSI analytics projects.
• Strong analytical, problem-solving, and data interpretation skills.
• Excellent stakeholder and client communication skills.

Good-to-Have Skills

• Experience with CRM triggers and customer journeys.
• Cross-sell / Upsell analytics.
• Customer retention and churn analytics.
• Experience with Credit Cards / Retail Banking products.
• Exposure to Snowflake and cloud data platforms.
• Experience with customer campaign optimization and targeted marketing.
• Dashboarding and BI tools experience.

Preferred Domain Experience

• Retail Banking
• Credit Cards
• Customer Relationship Management (CRM)
• Customer Retention & Churn
• Cross-sell / Upsell
• Customer Engagement
• Marketing & Campaign Analytics