Customer Excellence Data Analytics & Reporting Lead – CASC APAC

Job Purpose and Impact

The role of Commercial Excellence Data Analytics and Reporting Lead will build, improve, and execute the customers insights capability for CASC APAC.  This role will partner with our commercial leaders and teams to identify, build, analyze, and operationalize the most valuable customer insights for the business group through utilization of existing and future platforms, sources, and technologies. In this role, you will present findings and recommendations, outline the value, and achieve successful business outcomes, solidify data ownership, and mature data consumption.

The key objectives of the role are:

• Grow customer insights capability across CASC APAC by improving data integrity and transforming customer transaction data into insights for sales team performance and margin growth opportunities.

• Play an integral role in building of additional customer data driven metrics and assisting in the simplification of our business processes and tools used by sales team. 

• Devise/ execute a strategy to enhance the use of data analytics (descriptive, predictive, and prescriptive) across commercial teams. Contribute to define the regional priorities for Commercial excellence in the region, aligned with global initiatives.

• Enable the movement of sales organization away from multiple systems by owning customer/transaction data and its transition into a CRM tool in the longer term. Increase adoption of tools like CRM to capture business critical data that will aid in decision making.

• Increase data transparency across teams by creating new and enhancing existing data products like Customer 360, customer profitability.

Key Accountabilities

• Insight Identification: Partner with leaders to identify most critical customer insights needed to (1) measure success against strategy, (2) assess improvements to customer satisfaction and experiences, (3) inform go to market strategies and (4) predict and identify new and future customer opportunities.

• Insights Analysis: Apply effective analysis and synthesis from various internal and external sources to generate relevant, strategically aligned insights that create value for the commercial organization.

• Process Optimization:  Build and optimize process and approach to customer data gathering and insight generation, including identification and sunsetting of current practices not adding value. Lead the architecture of reporting / analytical / metrics, including providing guidance on adequate use of reporting tools and avoid unnecessary proliferation of reports.

• Stakeholder engagement:  Work closely with and be the managing interface to our origination and sales teams, data and analytics team, FPA teams and commercial excellence COE around customer insights.  Act as a key point of contact from Business standpoint within the region to facilitate the aspects of Data & Analytics strategy, Data Ownership, Data Priorities, Data Quality and Data product adoption, including ownership of data governance. Champion the Data and Analytics Strategy Road map, leading the change management to increase the data maturity of, region, which also includes intense communication & stakeholder management

Qualifications

Minimum Qualifications

• Business background with strong data & analytics, process and organizational skill set

• Ability to analyze complex data sets and identify key customer insights and trends.

• Knowledge and experience with various data platforms, including Salesforce, MarketLink, Lynx, Tableau and PowerBI

• Bachelor’s degree in a related field or equivalent experience

• Minimum of six years of related work experience

Preferred Qualifications

• Business minded with commercial knowledge in commodity preferred.

• Success in building customer insights “system” from scratch, with strong process orientation

• Ability to distill and communicate complex information in an easy to understand and persuasive manner to stakeholders, including senior leaders.