Role: Assistant Manager, Data Analyst
Location: Singapore
Responsibilities:
Customer Experience & Journey Analytics
- End-to-end analytics for priority journeys (e.g., Voice of Customer, Feedback acquisition, onboarding, billing, service, retention).
- Build CX scorecard Dashboards linking journey health to business outcomes such as churn and ARPU.
- Create diagnostic drill-downs to identify root causes and quantify improvement opportunities.
- Train and Maintain AI/LLM models for auto topic classification among Customer Feedback.
- Map data according to key journeys to identify moments of drop-off and run data driven conversion rate optimization projects.
Data Collection, Preparation & Quality
- Use SQL to source data across platforms and ensure data accuracy and completeness.
- Define and enforce data quality checks and documentation for analytical datasets.
Visualization & Self-Service Intelligence
- Develop and maintain Tableau dashboards for executives and journey owners.
- Standardize metric definitions and ensure consistent usage across the organization.
Advanced Analysis & Experimentation
- Use Python for statistical analyses, modelling, and automation.
- Automate recurring reporting processes
Insights to Action & Business Engagement
- Run structured insight reviews with Journey Owners and leadership teams.
- Translate analysis into prioritized recommendations with measurable outcomes.
Collaboration & Governance
- Work with Data team, BI Lead and Data Engineering on data models, governance, and access.
- Key data and customer insights partner to the CX, Product and Channel teams.
- Uphold privacy and compliance standards.
Requirements:
- Bachelor's degree in Computer Science, Information Systems, Business Analytics, or a related field. Master's degree (preferred) in a related field.
- 4–7+ years of experience in analytics/BI
- Advanced SQL, Tableau, and Python. Proficiency in SQL for data extraction and manipulation.
- Expertise in Tableau for data visualization. Ability to use Python for advanced statistical analyses.
- Preferred certifications include Tableau Desktop Associate or Professional, and Python programming certifications like PCEP or PCAP.
- Excellent communication and storytelling skills.
- Team player with a proactive attitude. Adaptability to changing business requirements.
