WeLab Bank - Senior Manager, Customer Experience Analytics

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    "description": "<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">WeLab, a leading pan-Asian fintech platform, operates two digital banks (WeLab Bank and Bank Saqu) as well as multiple online financial services in Hong Kong, Mainland China, and Indonesia, with over 70 million individual users and over 700 enterprise customers. WeLab uses game-changing technology to help users access credit, save money, and enjoy their financial journey.</span></p>\n<p><br></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">At WeLab, we always put our people first. Embarking on a career with WeLab means being part of the driving force to make financial services accessible for everyone. In our flat and agile organization, you will get all the opportunities to make real impacts and deliver change. Most importantly, while you achieve greatness, we will ensure you have an amazing experience at WeLab!</span></p>\n<p><br></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Our team is energetic and passionate who can deliver and execute, and we are looking for intellectually curious, open-minded, and smart-working individuals who are just as passionate as we are about making financial services enjoyable.</span></p>\n<p><br></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Join us to build a better financial future for everyone! </span></p>\n<p><br></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt; font-weight: bold\">About You:</span></p>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">You're a go-getter with mad juggling skills (or multiple hats) who can thrive in a fast-paced, agile environment</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">You enjoy doing purpose-led and meaningful work</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">You have a strong thirst for knowledge and are driven to find solutions that don't exist yet</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">You are comfortable with ambiguity and extremely resourceful (in your past life, you could've been a detective)</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">You always find a way to get things done without sacrificing the quality of your work, integrity, and values</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">No task is off limits for you</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">You are humble and prioritize the success of the team over your own with an eagerness to help those around you</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">You don't shy away from challenges and can bounce back from setbacks</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt; font-weight: bold\">About this Role:</span></p>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">You will be the heartbeat of our Customer Experience &amp; Innovation team, translating behavioral data into clear, actionable insights that drive product growth, higher conversion, and a superior customer experience. Working closely with Product, Marketing, and Business Intelligence teams, you will design and deliver analytics-led strategies that make every customer interaction at WeLab Bank more intuitive, personalized, and impactful.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt; font-weight: bold\">What you’ll do and what success looks like in this role</span></p>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Map, analyze, and optimize end-to-end customer journeys across digital channels (web, mobile app, onboarding, loan application, account management, wealth product etc.)</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Design and implement robust data tracking strategies using Google Tag Manager (GTM) and Google Analytics 4 (GA4) to capture accurate, granular customer footprints</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Identify friction points, drop-offs, and conversion bottlenecks across key funnels (e.g., registration, KYC, daily banking activities, transactions, wealth etc.) and deliver actionable insights to improve experience and conversion</span></li>\n</ul>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Partner closely with Product and Marketing teams to design and test data-backed growth strategies, including segmentation, personalization, and campaign analytics</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Build and evaluate the impact of product recommendations, nudges, and cross-channel engagement strategies</span></li>\n</ul>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Develop and maintain automated dashboards (using Tableau, Looker, or Power BI) to monitor key customer experience metrics such as NPS, conversion rates, retention, drop-off rates, and funnel performance</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Define and track CX KPIs, ensuring data consistency, accuracy, and alignment with business objectives</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Provide regular insights and executive-level reporting to support strategic decision-making</span></li>\n</ul>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Work with data and product teams to ensure high-quality data collection, event naming standards, and data governance</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Support the adoption of analytics best practices, including A/B testing, cohort analysis, and predictive modeling where applicable</span></li>\n</ul>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Explore and pilot emerging analytics approaches (e.g., AI-driven insights, customer segmentation using machine learning, predictive churn modeling) to continuously enhance our customer experience</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Champion a culture of experimentation, continuous improvement, and customer-centric decision-making</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt; font-weight: bold\">What is required and what we’re looking for</span></p>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">8+ years of experience in digital analytics, with a focus on fintech, digital banking, or financial services</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Proven track record of leading analytics initiatives that directly impact customer experience, product adoption, and business growth</span></li>\n</ul>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Advanced proficiency in Google Analytics 4 (GA4) and Google Tag Manager (GTM)</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Strong SQL skills for data extraction, transformation, and analysis</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Experience building dashboards and reports in Tableau, Looker, or Power BI</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Knowledge of Python or R is highly preferred for advanced analytics, statistical modeling, or automation</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Strong ability to translate complex data into clear, actionable business insights and strategies</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Experience in funnel analysis, cohort analysis, retention analysis, and cross-sell modeling</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Understanding of customer journey mapping, UX principles, and digital product metrics</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Ability to present data insights clearly to both technical and non-technical audiences</span></li>\n</ul>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Fluency in English, Cantonese, and Mandarin (preferred) with excellent written and verbal communication skills</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt; font-weight: bold\">Perks and Benefits to enrich your experience at WeLab:</span></p>\n<ul>\n<li><span style=\"font-size: 12pt\">Learning and development stipend - we value lifelong learning and believe the best way to invest in our employees is to encourage them to continue to learn </span></li>\n<li><span style=\"font-size: 12pt\">Wellness and happiness – Numerous activities to let you focus on your physical and mental wellbeing. We allow flexible time offs to take care of personal matters and to enjoy time with family and friends </span></li>\n<li><span style=\"font-size: 12pt\">Comfortable and positive work environment – Open plan office for easy collaboration and social with your colleagues, or branch out into your own thinking pods when needed, with FREE food and drinks for when you want to recharge </span></li>\n<li><span style=\"font-size: 12pt\">Work smart, play hard – Connect with your colleagues over food and drinks at the stocked pantry, in the spacious social area with board games and a ping pong table, or over activities like hiking, yoga, badminton, etc. </span></li>\n<li><span style=\"font-size: 12pt\">A big and contagious smile on everyone’s face to make you happier :) </span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt; font-weight: bold\">WeLab’s Awards &amp; Recognitions:</span></p>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Asia Banking Finance Retail Banking Awards: Virtual Bank of the Year - Hong Kong  </span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">CNBC Disruptor 50: the only Hong Kong-based company on the list </span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Financial Times Asia-Pacific High-Growth Companies: #2 in ranking  </span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">The Chinese University of Hong Kong “Corporate Innovation Index”: #1 in ranking </span><br></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">We offer a competitive salary package to the successful candidate. If you are interested in joining this exciting team, please apply with resume via the \"Apply\" button below.</span></p>\n<p><br></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">All information provided by applicants will be used for recruitment purposes only. Information of unsuccessful applicants will be destroyed within 24 months of receipt.</span></p>",
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