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.

