Beschreibung
TASKS:
- Defines functional requirements for data collection, customer data analytics, customer communication/campaigns and GDPR compliance for the new digital e-2-e retail banking operations (focused on consumer lending).
- Defines and documents specifications for a holistic prospect and customer data collection over the entire loan life cycle across multiple digital channels journeys (ie digital partners (brokers/affiliates), landing page/web, native mobile App, multiple contact center channels).
- Specifies requirements for additional customer data collection & merge from multiple external and internal sources getting the full prospect/customer collectable data set to run customer 360 view analysis, loan origination funnel monitoring, advanced data analytics understanding customer journeys across all channels, cust. behavior and preferences triggering smart event-based customer communication.
- Defines the list of events (incl. detailed business rules) triggering customer communication, ie process communication managing funnel/conversion, information communication managing mandatory information duties & customer relationship & engagement, and x-sell communication (loan up sell, PPI insurance x-sell), provides requirements for the overall campaign technical setup using the available Salesforce tech stack.
- Defines detailed requirements to collect web and in-app data, all attributes, possibly leveraging Google Firebase or Count.ly as the tool.
- Co-operates closely with Customer Engagement tribe and Advanced Data Analytics tribe configuring data load and storage, data analytics and customer communication tech. infrastructure and the way respective intra-group CRM services should be consumed, eg customer data lake, Salesforce.
- Provide requirements/constructs reporting on operational funnel management improving conversions.
- Defines customer personal data handling compliant with GDPR, defines regulatory requirements and defines and manages setup of all mandatory operational processes triggered by GDPR requirements, acts as the expert on legislation related to customer data collection.
- Prepares and aligns solution epics and user stories in domains: web/in-App data collection, customer data integration/load and storage, GDPR, data analytics - operational/analytical, event triggered customer communication and customer feedback record/assessment.
- Reviews agile delivery team result in terms of compliance with specified functional requirements/user acceptance criteria, assists in troubleshooting or incidents.
SKILLS:
- 5+ years of CRM/data analytics hands on practice in retail banking area
- Comprehensive demonstrated experience in setup and operation of a CRM/data analytics infrastructure in banking
- Familiar with data collection in digital space, command of tools for in-App and web analytics
- Deep understanding of advanced data analytics
- Technical expertise in data management, organization/storage, event-based customer communication, A/B testing
- Experience with Salesforce on the level of expert/admin
- Digital marketing experience, experience in consumer lending is the advantage
- Fluent English, Polish or other CEE language advantage
Parallel Consulting is acting as an Employment Business in relation to this vacancy.