Analytics and Optimisation Manager
Mumbai, Maharashtra, India
6d ago

Company Profile :

Experian is a leading global information services company that unlocks the power of data to create opportunities for consumers, businesses and societies across the world.

During life’s big moments from buying a home or car, to sending a child to college, to growing a business exponentially by connecting it with new customers we empower consumers and our clients to manage their data with confidence so they can maximize every opportunity.

We gather, analyse and process data in ways others can’t. We help individuals take financial control and access financial services, businesses make smarter decision and thrive, lenders lend more responsibly, and organizations prevent identity fraud and crime.

For more than 125 years, we’ve helped consumers and clients prosper, and economies and communities flourish and we’re not done.

Our 17,000 people in 37 countries believe the possibilities for you, and our world, are growing. We’re investing in new technologies, talented people and innovation so we can help create a better tomorrow.

  • In Decision Analytics we unlock meaning within data to help clients solve problems and drive better decisions and outcomes;
  • Is this customer who they claim to be? Can this person afford the loan they’re asking for? Does this person qualify for a service we provide?

    Organisations need to answer these sorts of questions hundreds, thousands, even millions of times a day. As well as answering them accurately and consistently, they need to answer them quickly because that’s what their customers expect.

    We help our clients do this minimising the risk to their organisation while delivering the type of customer experience that people expect.

    We help them to lend effectively, to detect and minimise fraud and to comply with legal requirements. We help them identify new opportunities including more efficient ways to run their business and better ways to cross-sell their products.

    We do this by combining our own data with data from our clients and third parties. We then use advanced technologies to organise and analyse this data, turning it into useful, meaningful information which our customers can act on.

    Our clients can make lending decisions on hundreds of millions of credit applications every year and can also avoid fraud by checking that applicants are who they say they are.

    Background :

    Decision Analytics (DA) is a fast-growing business line, which in FY19 generated $728 million in annual revenue and contributed 15% towards overall Experian group revenue.

    Decision Analytics is core to Experian’s strategic plans and a critical element of its growth ambitions now and in the future.

    There is strategic ambition to grow the DA business to generate $1.9b in revenue annually by 2024. This ambition is forecast to be realised through a combination of organic / selective inorganic, product line growth as well as productivity and structural growth opportunities.

    Decision Analytics comprises three main product lines : Decisioning Software, Identity & Fraud, and Analytics and AI. This business line competes globally and occupies a market leading position in our main regions across a multitude of industry verticals notably in financial services, telecommunications, utilities and public sector.

    Competitors include FICO, CRIF, Equifax, TransUnion, IBM, Pega, SAS and many smaller, niche providers.

    This new Analytics & Optimization Manager role is critical to our strategy execution and the individual will help oversee the content operations, analytics and optimization of the DA customer self service portals globally.

    Context & Focus :

    The current Global DA Strategy, Marketing and Digital team has had a significant impact on the growth of the Global Decision Analytics business.

    Looking ahead, Experian is making significant investments to accelerate innovation, transform customer experience and drive scale across the world with emphasis on pivoting the business towards SaaS offerings and API-based software, data and analytics capabilities.

    A critical enabler is Experian’s ability to engage with its clients digitally via a customer self service portal ( MyExperian ) where clients can raise and track tickets, view and pay their invoices, manage users and products, be notified of upcoming changes, understand our product roadmaps and get personalized recommendations for training, help& support, marketing, events and thought leadership content.

    The more we can share in user-friendly self-service, the better we can satisfy their needs rapidly and at scale, and drive client satisfaction.

    We are making good progress building the customer self service portal features on the salesforce community cloud and we are now looking for an Analytics & Optimization Manager to lead a small team of analysts who will manage content on the client portals, run A / B tests, deliver agile manipulation of the User Interface and provide analytics and insights of the DA customer self service portals globally.

    Job Responsibilities :

  • Lead a team of analysts focusing on content authoring, analytics, site optimization and A / B testing for customer self service platforms
  • Drive and operate our content personalization and segmentation strategy for customer self service.
  • Drive and operate our data layer strategy to drive personalization of web experiences
  • Evolve analytics and KPI tracking capabilities for customer self service to drive deeper insights and benefits tracking
  • Drive and operate our A / B and multivariate test strategy for UX and content optimization
  • Ensure cross- functional resources aligned to support pivot from static to dynamic content personalization
  • Ensure product management and UX team receive timely insights to drive roadmap prioritisation
  • Prepare and present monthly KPI scorecard and trends to stakeholders and leadership teams
  • Rationalize tools and process for reporting, analytics and optimization tools for customer self service
  • Increase levels of automation in reporting and analytics, and pivot to real time analytics where appropriate
  • Ensure insights are available to regional and global adoption teams’ to drive customer awareness and adoption
  • Candidate Profile Skills, Attributes & Knowledge :

  • Web analyst and optimization experience including content strategy, optimization, A / B testing web analytics
  • Experience with Adobe and google webmaster tools (eg Adobe Analytics)
  • Experience with salesforce reporting, Tableau and data visualization tools
  • Experience with Adobe Experience Manager and Salesforce communities Web CMS
  • Experience planning and executing A / B and multivariate testing (eg Adobe Target)
  • Experience implementing and running a data layer to drive personalization in web experiences
  • Experience leveraging Adobe Target & Launch (or equivalent tools) to deploy web experiences
  • Experience in HTML / css / jQuery implementation
  • Experience leading global cross functional teams including 3rd party resources
  • Clear thinker and excellent communicator both written and verbal
  • Comfortable presenting KPIs and insights to stakeholders and leadership (VP / SVP level)
  • Able to synthesise information into clear plans (intellectual horsepower to assess issues and synthesise information at speed)
  • Able to effectively challenge views and build consensus
  • Self-motivated, organised, disciplined and structured
  • Candidate Profile Industry & Domain Experience & Qualifications :

  • Industry experience most likely obtained in Financial Information, Financial Services or Technology firm
  • B2B customer self service experience
  • Equal Employment Opportunity Statement :

    It is the policy of Experian to provide equal employment opportunities to all employees and applicants for employment. All employment practices such as recruitment, selection, promotions, and other terms and conditions of employment are administered in a manner designed to ensure that employees and applicants for employment are not subjected to discrimination on the basis of race, colour, national origin, ancestry, religion, citizenship, age, gender, gender expression or identity, sexual orientation, marital status, disability, pregnancy, medical condition, genetic information, protected veterans, or any other protected characteristic under applicable law.

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