DANIEL OVIAESU

I currently lead the Customer Experience Insights & Retention function at FirstBank, where I transform data into strategic action to improve customer loyalty, reduce churn, and enhance engagement across digital and physical banking channels. In this role, I develop insight-driven frameworks that track customer behavior, identify attrition risks, and influence high-impact interventions. My work sits at the intersection of analytics, customer journey optimization, and executive decision-making — supporting the Chief CX Officer and key business units with real-time dashboards, retention strategy, and campaign performance insights. Key Focus Areas: 📊 Churn & Retention Analytics: Building predictive models, dashboards, and segment-based insights to proactively reduce drop-off and improve customer stickiness. 🔁 Engagement Strategy: Partnering with CRM and Marketing to design data-led recovery, loyalty, and upsell campaigns that drive measurable impact. 🧭 Journey Optimization: Monitoring friction points across onboarding, servicing, and complaints, and collaborating with business owners to close experience gaps. 📈 CX Metrics & Reporting: Managing NPS/CES tracking, complaint trends, and performance dashboards tailored for executives and regional heads. 🤝 Stakeholder Collaboration: Providing actionable insight to the CEO, CCXO, and Segment Heads to guide decisions on customer lifecycle management. I’m passionate about using analytics to fuel customer-centric transformation, and I’m currently focused on embedding a culture of insight-led engagement across the bank.

As a Manager within the Customer Experience and Strategy team, I lead insight-driven initiatives that shape FirstBank's approach to improving customer satisfaction and loyalty. My work centers on:  Customer Experience (NPS & CSAT): o Developed and tracked Net Promoter Score (NPS) and Customer Satisfaction (CSAT) frameworks to evaluate service performance across various customer segments. o Collaborated with Service Quality Management (SQM) to design feedback loops and CX improvement interventions. o Deployed dashboards and reports that visualize key CX metrics and their impact on retention and customer lifetime value.  SQL and Python: o Engineered SQL-based ETL processes to extract insights from customer transactions, complaints, and digital engagement touchpoints. o Applied Python for automation, data cleaning, and advanced analytics including churn prediction and sentiment analysis. o Supported high-volume data workflows with optimized queries and scripts across multimillion customer datasets.  Data Storytelling: o Delivered executive-level storytelling presentations that translated analytics into business strategy. o Built and maintained real-time dashboards highlighting customer behavior, trends, and CX drivers. o Influenced CX strategy through clear, actionable insights communicated across crossfunctional teams.

• Consulting, Data warehousing, Financial computational, Data Analytics requirements, Data visualization and Derive data insights. Manage a team of Data Analyst, Data Engineers, and Data scientists. • Perform business analysis, identify root cause, and develop recommendations and solutions to drive business improvements • Collaborate across departments to develop and implement improved workflows and processes • Ensure the timeliness and accuracy of internal and external report deliverables • Manage scheduled and ad hoc reporting needs of the organization • Execute and manage the completion of large reconciliation tasks • Responsible for the quality and completeness of data in core systems by performing and overseeing the auditing of data • Oversee large systems and data-related projects • Mentor and manage a team of data analysts of variable skill and practice levels • Lead and execute complex data-related analytical projects to drive business decisions and efficiencies Perform business analysis, identify root cause, and develop recommendations and solutions to drive business improvements • Collaborate across departments to develop and implement improved workflows and processes • Ensure the timeliness and accuracy of internal and external report deliverables • Manage scheduled and ad hoc reporting needs of the organization • Execute and manage the completion of large reconciliation tasks • Responsible for the quality and completeness of data in core systems by performing and overseeing the auditing of data • Oversee large systems and data-related projects • Mentor and manage a team of data analysts of variable skill and practice levels • Lead and execute complex data-related analytical projects to drive business decisions and efficiencies

 Responsible for working closely with data Analyst to Manage and optimize processes for data ingestion, validation, mining and engineering as well as modeling, visualization and communication deliverables via the data pipeline.  Responsible for working closely with data analyst to establish a computing environment to enable the development of Artificial Intelligence, Machine Learning and Natural Language Processing/capabilities.  Lead the Bluechip Transformation with a focus on automation and process improvements to increase client’s satisfaction and drive new revenue opportunities through data insights.  Providing support to internal marketing and sales groups to educate them and enable them to incorporate the relevant products messages into their materials.  Responsible for creation a “Model Factory” for Data Science Models and Algorithms to ensure  Responsible to drive business engagement with leaders (both those who are already on board and those who are not) to support and implement high-quality, data-driven decisions.

Proven experience as an Analytics Manager or Data Scientist Solid experience in data analysis and reporting; industry experience is a plus Background in market research and project management Knowledge of Excel, R and SQL; familiarity with business intelligence tools (e.g. Tableau, SAS) Superb communication skills Analytical skills and strong organizational abilities Attention to detail Problem-solving aptitude

customer care