Portfolio Analyst-Program & Loyalty

About the Role

The Portfolio Analyst – Program & Loyalty will support the strategic and operational aspects of customer engagement programs within the Retail Liabilities division of Retail Banking. This role involves working closely with the Strategy, Loyalty, Alliances, and Program Management teams to track key metrics, evaluate campaign effectiveness, and monitor benefit utilization. The analyst will also enable data-driven decision-making and support Relationship Managers (RMs) in enhancing program performance and customer engagement.

Key Responsibilities

• Support the Strategy team in designing and evaluating customer engagement campaigns.
• Collaborate with the Loyalty Head to track and report key loyalty metrics.
• Work with the Alliances team to assess the effectiveness of partner offers and promotions.
• Assist Program Managers in monitoring the performance and impact of customer programs.
• Track benefit utilization and categorize benefits that contribute to organizational value.
• Provide data insights to channel teams to support program uplift through RM engagement.
• Monitor RM activation and engagement levels to ensure program effectiveness.

Qualifications

• Graduate in any discipline (Full time).
• Post-graduation (MBA/PGDM or equivalent) is preferred.
• Experience in data analysis, campaign tracking, or customer engagement within banking or financial services.
• Exposure to loyalty programs, alliances, or portfolio analytics is desirable.

Skills and Attributes

• Strong analytical skills with proficiency in data interpretation and reporting.
• Ability to work collaboratively across multiple teams and functions.
• Detail-oriented with a focus on tracking performance metrics and program outcomes.
• Fluent in English with strong stakeholder management skills.
• Familiarity with CRM tools, dashboards, and campaign management platforms is a plus.