Assistant Manager, Data Analyst

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 atude. Adaptability to changing business requirements.