Assistant Manager, Data Analyst
TLDR
Leverage your analytical skills to enhance customer experience by building dashboards, conducting advanced analyses, and providing actionable insights using data-driven methods.
Role: Assistant Manager, Data Analyst
Location: Singapore
Responsibilities:
Customer Experience & Journey Analytics
End-to-end analytics for priority journeys (e.g., Voice of Customer, Feedback acquisition, onboarding, billing, service, retention).
Build CX scorecard Dashboards linking journey health to business outcomes such as churn and ARPU.
Create diagnostic drill-downs to identify root causes and quantify improvement opportunities.
Train and Maintain AI/LLM models for auto topic classification among Customer Feedback.
Map data according to key journeys to identify moments of drop-off and run data driven conversion rate optimization projects.
Data Collection, Preparation & Quality
Use SQL to source data across platforms and ensure data accuracy and completeness.
Define and enforce data quality checks and documentation for analytical datasets.
Visualization & Self-Service Intelligence
Develop and maintain Tableau dashboards for executives and journey owners.
Standardize metric definitions and ensure consistent usage across the organization.
Advanced Analysis & Experimentation
Use Python for statistical analyses, modelling, and automation.
Automate recurring reporting processes
Insights to Action & Business Engagement
Run structured insight reviews with Journey Owners and leadership teams.
Translate analysis into prioritized recommendations with measurable outcomes.
Collaboration & Governance
Work with Data team, BI Lead and Data Engineering on data models, governance, and access.
Key data and customer insights partner to the CX, Product and Channel teams.
Uphold privacy and compliance standards.
Requirements:
Bachelor's degree in Computer Science, Information Systems, Business Analytics, or a related field. Master’s degree (preferred) in a related field.
4–7+ years of experience in analytics/BI
Advanced SQL, Tableau, and Python. Proficiency in SQL for data extraction and manipulation.
Expertise in Tableau for data visualization. Ability to use Python for advanced statistical analyses.
Preferred certifications include Tableau Desktop Associate or Professional, and Python programming certifications like PCEP or PCAP.
Excellent communication and storytelling skills.
Team player with a proactive atude. Adaptability to changing business requirements.
Cygnify develops innovative software solutions tailored for the telecommunications industry, focusing on infrastructure support and digital transformation. The company partners with leading telecom clients to enhance operations and offers specialized cybersecurity solutions, ensuring robust protection against cyber threats.