Head: Customer Analytics & Revenue Optimization (SP8) – Digital, Data & Customer Transformation
- Listing reference: capbw_002913
- Apply by: 12 December 2025
- Location: Windhoek
- Industry: Banking
- Job category: Banking, Finance, Insurance, Stockbroking
- Contract: Permanent
- Remuneration: Market related
Position summary
Responsible for data analytics related to the customer area and for identifying and delivering insights from these analytics — with a special focus on customer profitability. The insights should drive improved customer experience, new/improved customer propositions, sales, marketing, pricing and all other customer/service-related functions. The role involves identifying business opportunities/threats through research and analysis of customer data, trends and behaviour, especially targeting revenue optimization.
Contents
Job description
KEY PERFORMANCE AREAS (KPAs):
1. Customer Analytics and Insights
- Be the main source of customer data analytics and insight generation.
- Develop insights from customer data including — acquisition, activation, product usage, cross-sell, retention.
- Provide actionable insights to influence business decisions around customer experience, propositions, pricing, marketing and related areas.
- Offer insights and recommendations to senior management (EMTs) to support growth/retention strategies.
- Develop and maintain predictive models for customer dimensions like sales, churn, lifecycle, etc.
- Provide inputs for establishing a central customer information file (CIF).
2. Revenue Optimization
- Assess cost and value drivers per customer segment and individual customer.
- Ensure pricing strategy aligns with customer value propositions and desired business outcomes.
- Provide pricing recommendations based on customer profitability and pricing psychology.
- Identify pricing issues/challenges and recommend adjustments.
- Collaborate with product and channel teams to ensure pricing decisions are implemented effectively.
3. Customer Segmentation Support
- Support segmentation efforts by building data sets and profiling segments.
- Analyse segment performance to determine whether objectives are met.
4. People Management
- Lead and manage the team: set objectives, evaluate performance, handle recruitment/training/development.
- Implement ongoing training, ensure compliance with labour legislation, policies, procedures, and rules.
- Ensure a positive working environment that promotes staff morale and productivity.
5. Strategy
- Provide key strategic inputs on customer-related metrics (e.g. churn, acquisition, lifetime value, growth) to shape customer strategy.
6. Reporting
- Prepare periodic reports for stakeholders highlighting key analytics, findings and recommendations.
7. Innovation
- Apply innovative thinking in data analytics and customer insight generation to add business value.
8. General Duties
- Carry out any other reasonable and lawful tasks as assigned.
Minimum requirements
- At least 4 years in a data-analytics and insights role — preferably within customer services or financial services.
- At least 5 years’ experience in a business environment, ideally in financial services or retail.
- Strong understanding of profit & loss and associated performance ratios.
- Good grasp of pricing psychology and business intelligence tools / data systems / databases / data warehouses.
- Strong statistical and data analytics skills.
- Leadership, interpersonal, negotiation, influencing, presentation and communication/report-writing skills.
How to apply: Use the “Apply” button below to go to the official Bank Windhoek careers portal and submit your application.
