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Assistant Manager, Data Analytics

CygnifySingapore
On-site Full-time

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Experience Level

Manager

Qualifications

To be successful in this role, you should possess:Strong analytical skills with proven experience in customer experience analytics. Proficiency in SQL and Python for data analysis and automation. Experience with data visualization tools such as Tableau. Ability to communicate complex insights clearly to stakeholders. A collaborative mindset with the ability to work across various teams.

About the job

Role: Assistant Manager, Data Analyst

Location: Singapore

Responsibilities:

Customer Experience & Journey Analytics

  • Conduct comprehensive analytics on key customer journeys (e.g., Voice of Customer, feedback acquisition, onboarding, billing, service, retention).

  • Develop CX scorecard dashboards to correlate journey health with business outcomes such as churn and Average Revenue Per User (ARPU).

  • Create diagnostic analyses to pinpoint root causes and quantify areas for improvement.

  • Train and manage AI/LLM models for automated classification of customer feedback topics.

  • Map data according to critical journeys to identify drop-off moments and execute data-driven conversion rate optimization projects.

Data Collection, Preparation & Quality

  • Utilize SQL to extract data from various platforms, ensuring accuracy and completeness.

  • Establish and maintain data quality checks and documentation for analytical datasets.

Visualization & Self-Service Intelligence

  • Design and sustain Tableau dashboards tailored for executives and journey owners.

  • Standardize metric definitions to guarantee consistent usage throughout the organization.

Advanced Analysis & Experimentation

  • Leverage Python for statistical analyses, modeling, and process automation.

  • Automate routine reporting tasks to enhance efficiency.

Insights to Action & Business Engagement

  • Conduct structured insight reviews with Journey Owners and leadership teams.

  • Translate analytical findings into prioritized recommendations with measurable outcomes.

Collaboration & Governance

  • Collaborate with the Data team, BI Lead, and Data Engineering on data models, governance, and access.

  • Act as a key partner for data and customer insights with CX, Product, and Channel teams.

  • Adhere to privacy and compliance standards in all data-related activities.

About Cygnify

Cygnify is a leading analytics company focused on enhancing customer experiences through data-driven insights. We leverage advanced analytics and innovative technologies to help businesses optimize their operations and improve customer satisfaction.

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