Collaborate with product, engineers and partnerships to identify new opportunities to expand Grab’s universe of data by identifying and collecting adjacent data to enrich insights.
Design market intelligence metrics and performance measurement dashboards. -
Manage end-to-end data projects; identify issues, gather information from various sources, analyse data, interpret patterns and trends with the purpose of generating insights about the market.-
Build strong relationship with management and operational executives; translate data speak to human speak in order to effectively conceptualise analysis and proposing solutions to business stakeholders with the purpose of enhancing operational performance.-
The day-to-day activities:
Partner with our Business and Senior Management to understand business patterns, develop customer insights and understand behavior
To analyze and provide feedback and insights from the voice of the customer channels across the business (online and offline) in the region
Continuously look for opportunities to improve online functionalities to improve customer self-serve with aim of reducing calls to the call center.
Working and improving reporting metrics (automating where possible) on daily, weekly, monthly and quarterly reports
Preparing regular performance reviews decks for operation reviews
The must haves:
Bachelor's Degree in Statistics, Economics, Computer Science, Marketing, Psychology, Applied Mathematics, or similar field required. Graduate research degree / experience preferred
Minimum 3 years of relevant working experience in FMCG/ Contact Centre industry preferred
Possess excellent analytical skills and ability to design analytical models
Able to multitask and keep on track in a fast paced and ever changing environment
Strong knowledge of SQL and strong excel user
Excellent communication, collaboration and negotiation skills
Prior experience with BI tools – Business Objects, Oracle BI, Jaspersoft, Spotfire, Tableau will be advantageous
Experience with call center metrics and understand how they relate to each other