[What the role is]
You will be responsible for analysing customer feedback and customer-related data to develop deep understanding of customer behaviours, needs and expectations. This role translates data-driven insights into actionable recommendations to improve customer satisfaction, service quality and service delivery outcomes. You will be working closely with partners from service and operations to identify trends and support continuous improvements.[What you will be working on]
Review transaction data from various public feedback channels to identify opportunities to improve service experience and streamline processes
Analyse customer feedback, survey results and operational data, including those related to Contact Centre operations, such as transaction volume, Average Handling Time, Customer Satisfaction Survey results, and other performance metrics to identify trends, patterns and insights related to service delivery and operation planning
Develop customer insights to better understand behaviours, preferences and requirements
Prepare clear reports, dashboards, and presentations to communicate findings and recommendations to stakeholders
Support service improvements initiatives by providing data-backed insights and measuring the impact of implemented changes
Ensure data accuracy, consistency, and proper documentation of methodologies
Other duties as assigned
[What we are looking for]
The job might be for you if you possess the following qualities:
Professional qualifications in one of the following quantitative sciences: Market Research, Statistics, Marketing/Communications, Data Science
Minimum 2 years’ relevant working experience in the areas of data analysis, quantitative and qualitative research
Proficient in Microsoft Excel to perform statistical and regression analysis
Familiar with the use of dashboard visualization tools such as Qlik Sense, Tableau, Python
Strong analytical and problem-solving skills
Good communication skills and stakeholder engagement capabilities
Able to translate data into clear, actionable insights
Able to complete work assignments timely in a fast-paced environment
As part of the shortlisting process for this role, you may be required to complete a medical declaration and/or undergo further assessment.