Head of Section, Data & Performance

About the role

The Head of Data & Performance is responsible for consolidating, analysing, and interpreting internal and external data to identify trends, behavioural patterns, and early signals that inform enterprise-level strategic decision-making. The role provides expertise in advanced analytics, customer experience (CX) governance, social media intelligence, and marketing performance measurement, ensuring that marketing, digital, and CX investments are guided by robust analytics, predictive modelling, and disciplined performance frameworks. This role serves as the central data intelligence architect, transforming raw transactional, digital, and engagement data into predictive models and actionable commercial strategies. The role focuses on identifying behavioural shifts in savings and withdrawals, establishing robust campaign ROI attribution models, and delivering predictive insights (propensity, churn, Customer Lifetime Value) to drive the depositor fund growth mandate. It also serves as the custodian of data governance, integrity, and regulatory compliance in line with PDPA and relevant NACSA guidelines, and acts as a trusted advisor on data strategy, CX performance, and digital positioning.

Key responsibilities

• Own and direct the strategic use of CDP, CRM, digital analytics, and BI platforms for segmentation, predictive modelling, propensity scoring, churn analysis, and CLV modelling.
• Lead the development of advanced analytics and predictive models to support forecasting, campaign optimisation, and strategic investment decisions.
• Perform internal data analytics focused on trend, pattern, and behavioural analysis to generate management insights.
• Establish analytics standards, data definitions, and methodologies to ensure consistency, reliability, and scientific integrity of insights.
• Drive data governance and data quality standards across Marketing and Digital functions.
• Lead the collection, integration, and interpretation of social media and digital data to support marketing strategy, brand positioning, and reputation management.
• Monitor and analyse social media trends, sentiment, narratives, and emerging issues.
• Define, govern, and institutionalise the end-to-end customer journey mapping framework across the organisation.
• Design, implement, and enforce the enterprise marketing performance measurement ecosystem.
• Establish and oversee data governance frameworks, including data ownership, access controls, quality management, retention, and documentation.

About you

• Bachelor's Degree in Data Science, Statistics, Economics, Engineering, Business Analytics, Marketing Science, or related fields.
• Minimum 10 years of progressive working experience in Data analytic, Predictive modeling, CX governance, Marketing performance and ROI measurement, and BI systems.
• Minimum 5 years in a senior leadership role leading analytics/CX/performance teams.
• Experience in enterprise-level analytics and customer experience programs within large organizations preferred.
• Demonstrated experience in leadership position, advising and consulting senior management on data strategies and CX.
• Strong capability in trend, behavioural, and predictive analytics, including forecasting, segmentation, propensity, churn, and CLV modelling.
• Expertise in social listening, sentiment analysis, and digital platform analytics.
• Proven ability to govern end-to-end customer journey frameworks, CX metrics (NPS, CSAT, Effort), and enterprise performance measurement and ROI frameworks.
• Strong leadership in establishing analytics standards, data quality, and governance practices, with the ability to advise and influence senior stakeholders.
• Working knowledge of APIs, data integration, and dashboard design, with strong proficiency in BI and data visualisation tools.