The Job

• Managing operational report requests via Tableau/Safe Harbor
• Attend for the development of Analytics at the EDGE project (AATE)
• Development of dashboard to cater divisional business requirements, act as the divisional SPOC and primary stakeholder for Data Translation and Data Analytics tracks and assist divisional Dashboarding and Data driven report automation projects as per the AATE program projects and deliverables as well as external requirements
• Identify and coordinate with business units and channel operations in creating performance dashboards to facilitate data driven business insights through AATE Programme
• Working in cross functional teams (internal & external) to develop & trial use cases
• Carry out data preparation, cleansing, exploratory analysis, feature engineering at scale
• Identify process/policy level levers impacting overall operational efficacy across Digital & Traditional channels and recommend quick wins and tactical improvements to respective channel owners
• Formulate a monthly data visualization on Volume vs VOC across channels with process segmentation to identify impacts on CE
• Conduct both quantitative and qualitative analysis to develop or review customer experience analytical requirements.
• Knowledge sharing and collaboration building
• Acquire certifications offered through various learning programs and institutes
• Reporting and maintaining CE Landscape data across all Channels and report monthly/quarterly/as and when required
• Tracking and reporting of cost efficiency (Cost per Call, cost per transaction) across Digital & Traditional service channels
• Involvement in Customer Experience Transformational Programs and assistance on Business Analytics aspect as well as on coordination/management for eliminating impediments and on time implementation / production
• Establish a methodology to gauge ROX (Return on Experience) and report it periodically which could be incorporated to business decision insights
• Responsible for the successful delivery of unit's SLA's established with internal/external stakeholders and monitoring and tracking/reporting – Monthly
• Requirement elicitation and evaluate project charters for setting backlog priorities.
• Ensure the business value realization / ROI.
• Contribute for improving analytical maturity score by engaging multiple projects including predictive and prescriptive analytics, rule-based models, machine learning models and publishing API.
• Practicing agile project management and ensuring higher agile maturity during periodical agile assessments.

Entry Requirements

The Person

• Should possess a BSc Degree in Mathematics, Statistics, Computer science
• Six Sigma : Green Belt / CIM would be an added advantage
• Should possess 1-2 years' experience with general purpose programming languages & SQL.
• Business Analyst experience, competent in Java, Python, PHP, Redis, R, Tableau, Power BI would be an added advantage.
• Knowledge/Expertise in the below aspects would be beneficial
• Knowledge on Human assisted channels (Contact Centre, Frontline Customer Service) Reporting, Operations and other insights
• Knowledge in Workforce Management and (Management Information Systems)
• Analytical Skills, Reporting and Presentation Skills
• Expertise in MS Excel and other office packages
• Knowledge in Business Intelligence Systems (BI Tools)
• Knowledge in Data manipulation languages
• Knowledge in coding/programming (R, Python)
• Knowledge in data visualization tools (ie. Tableau)
• Knowledge on developing prediction and forecast models