Business & Team: 

CDAO has a vision building a brighter future for all. Using data, analytics and AI. We’re delivering on this by working together with our business colleagues jointly solve problems with customer centricity and technical innovation, cultivating a world-class team of empowered people and building technology solutions for the future.

We put the customer at the centre of everything we do and measure our performance against the groups’ external customer satisfaction measures.

Impact &contribution: 

A Customer Remediation Analyst at ASB plays a key role in helping the bank “make things right” for customers who may have been negatively impacted by system issues, product errors, fees, or other mistakes. The work directly supports ASB’s commitment to fairness, trust, and regulatory compliance.

This role sits within ASB’s Remediation Business Unit, which was established to correct customer harm and prevent future issues. The unit delivers multiple projects across Personal, Business, and corporate banking, working with structured processes and specialised squads.

Roles & responsibilities:

• Perform advanced analysis to help answer questions.

• Conduct analysis to understand customer behaviours, customer profiles and customer impact, etc.

• Fostering a culture of continuous learning by encouraging the team to consistently apply and demonstrate the same.

• Delivering sound business decision making insight using superb data analytics, statistical modelling and data visualization

• Knowledge sharing and technical leadership – creating a drive for ‘craftsmanship’ and taking pride in inspiring and motivating others to share knowledge and upskill each other in your area of expertise

• Ability to mentor junior analysts in the team.

• Adhering to guardrails – contributing to and adhering to the standards and policies defined by the Practice. 

• Work Timings: 5.30am – 2.30pm (IST)

Essential skills:

• 7+ years of experience

• Naturally curious and proactive analytics professional with deep technical expertise.

• Intermediate-Advanced SQL expertise.

• Familiarity with customer remediation processes and regulatory expectations (nice to have).

• Experience with Tableau or Power BI for data visualisation (nice to have).

• Prior exposure to banking products, including fees, interest, and disclosure requirements (nice to have).

• Advanced analytical skills, able to work with complex data to deliver meaningful, relevant, actionable insights.

• Can correctly analyse and interpret results and apply standard analytical techniques.

• Ability to deliver high quality, accurate and on-time insights and analytics.

• Good problem-solving skills, comfortable working in complex, challenging environments.

• Strong written and presentation skills, comfortable presenting to groups.

• Outcome orientated, persistence to challenge the status quo and deliver customer results.

• Skilled in using advanced analytics to improve remediation and speed up issue resolution and payments.

• Familiar with statistical and machine learning methods.

• Able to identify AI opportunities and apply analytics while meeting regulatory requirements

Education Qualification: B.E. or B.Tech. or equivalent or post-graduate degree in Computer Applications or IT or Business Administration