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Role summary

This position leads the customer analytics function for an insurance-focused business within Aditya Birla Capital. The role is centered on turning customer data into actionable insight, shaping data strategy, and guiding analytics-driven decisions that improve customer experience, revenue growth, cross-sell performance, and risk outcomes.

What the role will do

Define and drive a customer data strategy that builds a complete view of the customer across all channels and interactions.
Study customer information to uncover trends, patterns, and business opportunities.
Build and refine predictive models and machine learning solutions for next-best-offer, cross-sell, upsell, churn, segmentation, and customer lifetime value analysis.
Design personalized customer journeys and tailored communications across digital and assisted channels.
Identify revenue-enhancing opportunities by recommending relevant complementary products and services to existing customers.
Develop risk-oriented models that help reduce exposure and support better decision-making.
Set measurable KPIs and performance metrics to track the impact of customer analytics initiatives.
Work closely with cross-functional stakeholders and present analytical findings to senior leadership in a clear, business-friendly way.
Lead, mentor, and coordinate a team of business analysts and data analysts.

Business context

ABC Digital was formed in 2023 as a wholly owned subsidiary of Aditya Birla Capital to support product distribution and customer services, including web-based services, e-commerce, payments, and related activities.

The organization is building an omni-channel direct-to-consumer platform through a website and app to acquire and serve customers smoothly. It is also running virtual engagement through inbound and outbound calling and supporting cross-sell efforts for walk-in branch customers. ABC Digital works with ABCL subsidiaries to create a seamless and personalized omni-channel experience by investing in talent, technology, marketing, and data analytics.

Key challenges

Competing in a fast-moving fintech environment while operating under an annual break-even investment model.
Shifting from a traditional technology approach to more agile and innovative digital experiences.
Ensuring products are simple, relevant, and supported by efficient digital journeys and call-centre assisted sales where needed.
Managing large and complex datasets while maintaining data quality, processing efficiency, and storage scalability.
Keeping pace with rapid changes in machine learning methods and analytics practices.

Skills and qualifications

Degree in mathematics, statistics, engineering, or another quantitative discipline at bachelor’s or master’s level.
At least 10 years of analytics experience in financial services, especially across customer analytics, channel analytics, marketing analytics, payments, campaign management, and machine learning.
Proven experience managing and leading business analysts and data analysts.
Hands-on capability in customer segmentation, churn modelling, cross-sell and upsell analytics, and CLV analysis.
Strong commercial understanding and the ability to communicate complex findings and recommendations to non-technical stakeholders.
Comfort working with executive leadership and influencing decisions through data-backed insights.

Additional information

Location: Maharashtra, India. Employment type: full-time, onsite. No stipend or salary amount was specified in the source.

Head - Insurance Analytics

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