Job Summary

Drives the platform performance through data analytics, customer journey optimization, financial planning and vendor management. Ensures data-driven decision making, seamless customer experiences, efficient resource optimization and alignment with business and regulatory objectives.

Specific Duties & Responsibilities

• Create, manages, and enhances analytics dashboards tracking digital usage, engagement, customer journeys, and operational KPIs. (e.g., user activity, incidents, & SLAs).
• Conducts deep dive analysis on transaction patterns, customer pain points, and behaviors to drive improvements.

Customer Journey & Experience Optimization

• Maps and documents assigned customer journeys across digital touchpoints in collaboration with channel managers.
• Provides data driven insights on user experience issues, delays, or bottlenecks affecting the end to end journey.
• Consolidates and analyzes ...