Head - Insurance Analytics

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.