Customer Personalization & Engagement Specialist

The Customer Personalization & Engagement Specialist will be responsible for designing, governing, and executing enterprise-wide personalized customer engagement strategies across all products and customer segments. The role ensures consistent, relevant, and data-driven communication across all customer touchpoints, including digital platforms, service channels, and campaigns. This position plays a critical role in driving customer growth, retention, experience, and revenue outcomes by leveraging advanced customer insights, segmentation, and behavioural engagement techniques. The role is expected to deliver measurable commercial value and ROI and align customer communications with global financial services best practices.

Key Responsibilities

• Design, govern, and execute enterprise-wide personalized customer engagement strategies across all products and customer segments.
• Ensure consistent, relevant, and data-driven communication across all customer touchpoints, including digital platforms, service channels, and campaigns.
• Drive customer growth, retention, experience, and revenue outcomes by leveraging advanced customer insights, segmentation, and behavioural engagement techniques.
• Deliver measurable commercial value and ROI.
• Align customer communications with global financial services best practices.

Academic Background & Relevant Qualifications

• Bachelor’s degree in Marketing, Communications, Business, Data Analytics, Finance, or related field.
• Certification in Digital Marketing, Customer Experience (CX), CRM, or Data Analytics is an added advantage.
• 3–5 years’ experience in customer engagement, CRM, digital marketing, or customer analytics.
• Experience in financial services or a data-driven customer environment preferred.
• Proven track record in driving customer growth, engagement, or revenue through campaigns.