Senior Customer Data Analytics

Why Zurich

We’re looking for a Senior Customer Data Analytics professional to translate customer data into measurable growth. You will own end‑to‑end customer analytics across acquisition, onboarding, engagement, claim/servicing, renewal and retention, building actionable insights and models that inform product, marketing, distribution and service decisions. You’ll partner closely with Digital Experience, CX Design, Data Engineering, and Marketing to operationalize insights through experimentation and activation. 

Job Responsibilities:

• Lead customer analytics roadmap: define hypotheses, design analyses, quantify impact, and communicate recommendations to senior stakeholders.
• Build and productionize models (segmentation, churn, LTV, cross‑sell, uplift) and ensure robust monitoring, retraining and fairness checks.
• Own measurement for digital and CRM campaigns: attribution, incrementality, MMM/experiment readouts, and budget optimization.
• Design and run experiments (A/B, bandits) across web/app, email, push, and call center scripts; create experiment libraries and playbooks.
• Develop executive‑ready dashboards and narratives in Power BI/Tableau; automate recurring insights and publish weekly “signal” reports.
• Partner with Data Engineering on pipelines (e.g., Spark/Databricks) and define data contracts for customer entities.
• Work with CX and Digital Experience to quantify journey opportunities (drop‑offs, latency, repeat contact drivers) and prioritize fixes.
• Generate and synthesize customer insights from behavioral, transactional, and feedback data to guide product, marketing, and CX decisions.
• Drive implementation of insight‑led actions: coordinate stakeholders, manage timelines, and follow up to ensure execution and measurable impact.
• Mentor analysts; set high standards for analytical rigor, documentation, and reproducibility.

Job Requirements:

• 6+ years in customer/marketing/product analytics, with 3+ years hands‑on modeling and experimentation in production settings.
• Expert in SQL and Python; strong data wrangling with pandas/pySpark; comfort with Databricks/Spark or equivalent.
• Proven track record building propensity/churn/LTV models and running incrementality tests; familiarity with MMM a plus.
• Strong data visualization (Power BI/Tableau) and storytelling; executive‑level communication skills.
• Mater Degree in Statistics, Computer Science, Data Science or related
• Deep knowledge of the insurance business—including products, distribution channels, and customer journeys—so insights are relevant and actionable.
• Project management skills: ability to plan, coordinate, and follow through on initiatives triggered by analytics insights

At Zurich, we like to think outside the box and challenge the status quo. We take an optimistic approach by focusing on the positives and constantly asking What can go right? 

We are an equal opportunity employer who knows that each employee is unique - that’s what makes our team so great! 
Join us as we constantly explore new ways to protect our customers and the planet.
 

• Location(s):  HK - Hong Kong 
• Remote working: Hybrid