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Executive, Customer Insights

Date: 31-Dec-2020

Location: Singapore, Singapore

Company: Singtel

Responsibilities:

 

The role is a key member of the Customer Insights Team and is responsible for providing insights support to Operations and Projects for Home and Mobile Services in Singtel. He/She is to take ownership for providing insights into the contact reduction, improving customer experience and operational productivity by leveraging Singtel’s Enterprise Data Warehouse and other CI data sources.

 

Key responsibilities include:

  • Supporting Insights for Digital/Contact Reduction Projects
  • Weekly & Monthly Tracking Customer Insights Support
  • Contact Drivers Maintenance and Enhancements
  • Self-Serve Channel Tracking (My Singtel App, My Account)
  • Contact Centre Operations Performance Tracking & Insights
  • Robotic Process Automation (Basic)
  • The role will provide the candidate with an opportunity to develop engaging Tableau reports or BI dashboards and hone end-to-end data wrangling skills. The candidate must be comfortable with working with large and complex datasets to derive insights and reporting on key trends.
  • The candidate needs to provide end-to-end analytics support throughout lifecycle of projects - identifying and sizing addressable space, project tracking report and calibration, root cause analyses and post-project benefits calculation.

 

Qualifications and Experience:

 

  • Degree/Diploma in IT/business management with 1 to 3 years’ experience in reports preparation / analysis
  • Experience in developing engaging Tableau reports, Advanced Excel Pivots or equivalent Business Intelligence dashboards
  • Experience in end-to-end data wrangling and ability to conceptualize and develop complex datasets with some background in reporting and analytics.
  • Experience in Call Centre Operations / Data Insights will be an advantage
  • Experience with SAS or SQL will be a plus
  • Experience with RPA tools (UIPath etc) will be a plus
  • Attention to detail and accuracy
  • Self-starter & Team Player
  • Ability to multitask and meet tight deadlines
  • Ability to communicate clearly and effectively