Customer Segment Insights and Solutions expert

ACG_3909_JOB

1. POSITION OBJECTIVES

• Under the Segment Led model, this is a core position responsible for leading the segment as a business unit: understanding customers, designing propositions, taking responsibility for the segment's economic performance (customer P&L), proposing product priorities, managing experiments, leading GTM, and operating the segment KPI framework. The position primarily works through influence and coordination with Product, Data, Marketing, and business units.

2. KEY RESPONSIBILITIES

2.1. Customer Insight & Proposition Design (Key Focus)

• Lead customer understanding: formulate questions, review and analyze insights together with Data, develop personas, and identify needs and opportunities across the customer lifecycle.
• Take responsibility for designing Spark's CVP and proposition; work with Product to translate them into specific products, services, and privileges, ensuring consistency with the segment's positioning.

2.2. Customer P&L & Segment KPI Framework (Key Focus)

• Develop and monitor customer P&L: revenue, servicing and privilege costs, customer acquisition costs, and lifetime value.
• Design the segment KPI framework and monitoring dashboards together with Data; analyze results, propose optimization measures, and allocate resources.

2.3. Growth & Lifecycle

• Develop growth strategies across the customer lifecycle: acquisition, activation, deepening (CASA/AUM, product holding), engagement, and retention.
• Develop and operate frameworks for customer identification, tiering, upgrade/downgrade, and portfolio quality management.

2.4. Product Roadmap, Experimentation & Solution Orchestration (Key Focus)

• Propose priorities within the product roadmap based on the segment's needs and value; coordinate with Product teams to combine individual products into comprehensive solutions for customers.
• Design and manage experiments within the segment's experimentation budget: hypotheses, measurement indicators, result evaluation, and recommendations for scaling up or discontinuation.

2.5. GTM & Execution (Key Focus)

• Develop GTM plans for the segment and its initiatives; lead implementation together with Marketing, Digital, PRM, and business units, monitoring progress and results through to completion.

2.6. Segment Led Operating Mechanism & Cross-functional Influence

• Work with the Segment Director to design the operating mechanism: proposal authority, resource mobilization mechanisms, and coordination processes between the segment and product and channel divisions.
• Influence and achieve alignment with stakeholders outside direct reporting authority to advance the segment's priorities.

3. KEY PERFORMANCE INDICATORS

• Economic Performance
  • Segment customer P&L, revenue and profit per customer.
• Growth & Value
  • Number of Spark customers, average CASA/AUM, product holding.
• Lifecycle & Portfolio Quality
  • Activation rate, retention rate, upgrade/downgrade rate.
• Experimentation & Implementation
  • Number of completed experiments, scaling rate, experimentation budget effectiveness, GTM progress.

4. DECISION-MAKING AUTHORITY

• Operate the customer tiering framework and monitor portfolio quality.
• Design and manage experiments within the approved budget limits.
• Coordinate GTM implementation and activities within approved plans.

• Priorities within the segment's product roadmap.
• Experimentation budget, resources, and segment KPI framework.
• Proposition, customer tiering criteria, and GTM plans.

• Product: Product development and packaging.
• Data: In-depth analysis and dashboards.
• Marketing/Digital/PRM: Communication, experience, personalization.
• Business Units: Implementation at points of sale.
• Note: Detailed authority and operating mechanisms will be updated in accordance with the Segment Led organizational model agreed upon by management.

Requirements

• Minimum 6–7 years of experience, including at least 3 years in roles involving segment management, customer strategy, product, proposition/CVP, growth, or brand/category management with responsibility for business results.

• Banking: Currently working in segment management or product roles with segment-based divisions.
• Consumer Tech: Growth, product, lifecycle/CRM.
• FMCG: Brand, shopper/consumer insight, customer/category P&L.
• Banking experience is an advantage but not mandatory if candidates possess an equivalent background and the ability to quickly learn financial products.

• Ask the right questions, review and analyze insights, and translate them into business opportunities.
• Design differentiated propositions, connecting customer needs with specific solutions.
• Develop business cases and customer economics, understand revenue and cost drivers.
• Coordinate multiple Product teams to create comprehensive solutions for customers.
• Develop and lead GTM plans, bringing ideas through implementation to results.

• Design growth and lifecycle strategies: acquisition, activation, engagement, retention.
• Possess sufficient ability to interpret data, validate results, and make data-driven decisions.
• Influence and achieve alignment with stakeholders outside direct reporting authority.