Client Insights Analyst, Reporting

3 weeks ago

chennai, India Standard Chartered Bank Full time

Role Responsibilities

Job Role

Be the in-market team lead analyst and facilitator in Chennai market, as part of the GBS Google Analytics team supporting the CCIB global business. Work as part of the Client Insights team in handling and reporting on Google Analytics data in relation to Client Experience and Behaviour activities on the CCIB digital properties. Supporting and implementation of Google Analytics activities from tagging, quality control, report generation, report socialisation and relevance to wider DCDA teams - with due diligence and rigour to established process. Collaborate closely with the Data Analytics and vendor team for GA big data extraction, transformation and loading into data lake, eDMP, or any other relevant data streams. Build and provide access on meaningful relevant client behaviour reports to DCDA stake holders with visualisation dashboards Tableau and Data Studio. Create data stories using Google Analytics data, and where relevant, integrate with other client insights data points such as NPS, Voice of Customer, Client Satisfaction, or Qualitative Interviews. Use Google Analytics data to proactively analyse and make meaningful relevant business recommendations and optimisation to the CCIB and DCDA global and in market stakeholders. Google Analytics team lead for GBS Lead and own the Chennai team for Google Analytics in GBS by facilitating knowledge share all items GA CCIB from end to end: understanding the downstream process, and its role in ensuring continual diligence and GA up time for upstream work with thought leadership on data driven stories. Support, document, capture and maintain a consistent way of working with the GA book of work, both planned, in running and pipeline, across the team with tools such as Confluence, ADO and Clarity. Own and help support the shipping of GA data driven stories out to the CCIB business needs: from data extracts, through to salient commentary, to succinct management team quarterly reports. Proactively think about ways to support the dynamic changing world of CCIB business with GA data and insights, with GA Global Lead, and Client Insights Global team. Maintain team support on the ground in GBS, but also stitch in with the global team that is based in Singapore by way of sharing teamwork hours and initiatives in - market, but also across geographies.

Google Analytics Tagging and Quality Control

Work with CCIB DCDA team on understanding business use cases and client journeys to prioritize, tag and measure complex client journeys in S2B Next Gen. Collaborate with PO squad and technology to ensure GA tags are implemented into all DCDA new assets, features and functionalities as part of the devops release cycle. Coordinate with agency to quality audit tags to reflect accurate mapping for DCDA digital asset measurement in both S2B web and app. Ensure timely delivery of tagging to DCDA PO and UX initiatives, to quantify client behavior when it comes to product features, functions and client experience design. Work with tech and infrastructure to ensure that GA tags are updated based on business requirements, best practice, as part of the devops cycle for timely delivery - and GA continual up time.

Google Analytics Report Generation, Analyst and Data Driven Story Skills

Engage CCIB DCDA stakeholders in basic and intermediate insights in GA reports according to their business and VCO requirements. Support the GA lead on continual education of digital ecosystem (ie GDPR cookies, PII and iOS changes) and its implications to CCIB DCDA’s GA data and client insights reporting. Work with the vendor agency to refine and personalize reports and alongside product owners at DCDA to showcase business evolving measurement needs so that DCDA stakeholders can plan, prioritize on their business and products. Use Google Big Data and Analytics to identify and highlight patterns on client behaviour using Microsoft Excel: macros, vLookups, pivot tables and charts. Proactively create and analyse GA reports for the CCIB DCDA teams for insightful client behaviour journeys and make actionable recommendations and optimisations from reporting. Write data driven stories using GA, and any other relevant data points, in relation to global and in market business requirements for actionable insights / considerations for market initiatives and growth.

Google Analytics Integration and Governance

Work with the data science and analytics team to integrate GA data into eDMP (data lake) for business VCO output. Extract, transform and load GA data into eDMP via BigQuery and its sandbox. Create tables within Big Query environment to transform big data to illustrate correlation between client experience and business objectives. Transform GA source data in eDMP via modeling of datasets / tables using R Studio, SQL and Python. GA data cleaning, validation, and augmentation into SCB’s eDMP with consistent taxonomy and classifications. Ensure GA relevance with data refresh in line with algo updates, best practice and working in alignment with the data analytics team. Visualize GA dataset, alongside other SCB business metrics, and provide access to business end users using SaaS Tableau and Google Data Studio. Support GA data governance work with CFCC advisory and country teams to ensure client data is in accordance with consent, privacy and compliance. Support with agency liaison to keep current on SOW and contracts for SCB ownership of client data. Support to help address SCB regulation requirements to ensure minimal risk, maximum security and benefits using GA data for SCB and clients.

Business

CCIB DCDA

Regulatory and Business Conduct

Display exemplary conduct and live by the Group’s Values and Code of Conduct. Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct. Lead the team to achieve the outcomes set out in the Bank’s Conduct Principles: (Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment). Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters. Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association.

Key Stakeholders

Hiring Manager - Director of Analytics and Insights Head of Client Research and Insights Head of Tech and Infra CCIB DCDA PO, UX and Commercialisation in CCIB DCDA

Other Responsibilities

Embed Here for good and Group’s brand and values in CCIB DCDA (India / GBS / Digital Platform)

Our Ideal Candidate

Preference to current Google Analytics certification.

Role Specific Technical Competencies

Google Analytics Google Data Studio SQL Python Create data driven stories / insights Local team skills for facilitating and leading Relationship and stakeholder skills

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