WeLab Bank - Senior Manager, Customer Experience Analytics

WeLab, a leading pan-Asian fintech platform, operates two digital banks (WeLab Bank and Bank Saqu) as well as multiple online financial services in Hong Kong, Mainland China, and Indonesia, with over 70 million individual users and over 700 enterprise customers. WeLab uses game-changing technology to help users access credit, save money, and enjoy their financial journey.

At WeLab, we always put our people first. Embarking on a career with WeLab means being part of the driving force to make financial services accessible for everyone. In our flat and agile organization, you will get all the opportunities to make real impacts and deliver change. Most importantly, while you achieve greatness, we will ensure you have an amazing experience at WeLab!

Our team is energetic and passionate who can deliver and execute, and we are looking for intellectually curious, open-minded, and smart-working individuals who are just as passionate as we are about making financial services enjoyable.

Join us to build a better financial future for everyone! 

About You:

• You're a go-getter with mad juggling skills (or multiple hats) who can thrive in a fast-paced, agile environment
• You enjoy doing purpose-led and meaningful work
• You have a strong thirst for knowledge and are driven to find solutions that don't exist yet
• You are comfortable with ambiguity and extremely resourceful (in your past life, you could've been a detective)
• You always find a way to get things done without sacrificing the quality of your work, integrity, and values
• No task is off limits for you
• You are humble and prioritize the success of the team over your own with an eagerness to help those around you
• You don't shy away from challenges and can bounce back from setbacks

About this Role:

• You will be the heartbeat of our Customer Experience & Innovation team, translating behavioral data into clear, actionable insights that drive product growth, higher conversion, and a superior customer experience. Working closely with Product, Marketing, and Business Intelligence teams, you will design and deliver analytics-led strategies that make every customer interaction at WeLab Bank more intuitive, personalized, and impactful.

What you’ll do and what success looks like in this role

• Map, analyze, and optimize end-to-end customer journeys across digital channels (web, mobile app, onboarding, loan application, account management, wealth product etc.)
• Design and implement robust data tracking strategies using Google Tag Manager (GTM) and Google Analytics 4 (GA4) to capture accurate, granular customer footprints
• Identify friction points, drop-offs, and conversion bottlenecks across key funnels (e.g., registration, KYC, daily banking activities, transactions, wealth etc.) and deliver actionable insights to improve experience and conversion

• Partner closely with Product and Marketing teams to design and test data-backed growth strategies, including segmentation, personalization, and campaign analytics
• Build and evaluate the impact of product recommendations, nudges, and cross-channel engagement strategies

• Develop and maintain automated dashboards (using Tableau, Looker, or Power BI) to monitor key customer experience metrics such as NPS, conversion rates, retention, drop-off rates, and funnel performance
• Define and track CX KPIs, ensuring data consistency, accuracy, and alignment with business objectives
• Provide regular insights and executive-level reporting to support strategic decision-making

• Work with data and product teams to ensure high-quality data collection, event naming standards, and data governance
• Support the adoption of analytics best practices, including A/B testing, cohort analysis, and predictive modeling where applicable

• Explore and pilot emerging analytics approaches (e.g., AI-driven insights, customer segmentation using machine learning, predictive churn modeling) to continuously enhance our customer experience
• Champion a culture of experimentation, continuous improvement, and customer-centric decision-making

What is required and what we’re looking for

• 8+ years of experience in digital analytics, with a focus on fintech, digital banking, or financial services
• Proven track record of leading analytics initiatives that directly impact customer experience, product adoption, and business growth

• Advanced proficiency in Google Analytics 4 (GA4) and Google Tag Manager (GTM)
• Strong SQL skills for data extraction, transformation, and analysis
• Experience building dashboards and reports in Tableau, Looker, or Power BI
• Knowledge of Python or R is highly preferred for advanced analytics, statistical modeling, or automation
• Strong ability to translate complex data into clear, actionable business insights and strategies
• Experience in funnel analysis, cohort analysis, retention analysis, and cross-sell modeling
• Understanding of customer journey mapping, UX principles, and digital product metrics
• Ability to present data insights clearly to both technical and non-technical audiences

• Fluency in English, Cantonese, and Mandarin (preferred) with excellent written and verbal communication skills

Perks and Benefits to enrich your experience at WeLab:

• Learning and development stipend - we value lifelong learning and believe the best way to invest in our employees is to encourage them to continue to learn
• Wellness and happiness – Numerous activities to let you focus on your physical and mental wellbeing, complemented by happiness dollars (basically, an extra stipend!) to spend on anything that makes you happy. We allow flexible time offs to take care of personal matters and to enjoy time with family and friends
• Comfortable and positive work environment – Open plan office for easy collaboration and social with your colleagues, or branch out into your own thinking pods when needed, with FREE food and drinks for when you want to recharge
• Work smart, play hard – Connect with your colleagues over food and drinks at the stocked pantry, in the spacious social area with board games and a ping pong table, or over activities like hiking, yoga, badminton, etc.
• A big and contagious smile on everyone’s face to make you happier :)

WeLab’s Awards & Recognitions:

• Asia Banking Finance Retail Banking Awards: Virtual Bank of the Year - Hong Kong  
• CNBC Disruptor 50: the only Hong Kong-based company on the list 
• Financial Times Asia-Pacific High-Growth Companies: #2 in ranking  
• The Chinese University of Hong Kong “Corporate Innovation Index”: #1 in ranking 
  

We offer a competitive salary package to the successful candidate. If you are interested in joining this exciting team, please apply with resume via the "Apply" button below.

All information provided by applicants will be used for recruitment purposes only. Information of unsuccessful applicants will be destroyed within 24 months of receipt.