Job Description

Department Purpose
The Customer Lifecycle Management (CLM) team at StarHub is dedicated to understanding, enhancing, and optimizing the end‑to‑end customer journey—from acquisition to retention. Combining data science, business intelligence, customer insights, NPS, and digital analytics, the team ensures StarHub’s offerings align with customer needs, driving loyalty, satisfaction, and growth.

Role Overview
We are seeking a hands‑on analytics leader to transform customer and operational data into actionable experience insights and measurable business impact. Reporting to the Head of Customer Experience and the Head of Data, you will design CX measurement frameworks, build robust data pipelines and dashboards, train and maintain AI models to support actionable insights that lift NPS/CSAT, reduce churn, and improve journey performance.

Key Responsibilities:
1) 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.

2) 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.

3) Visualization & Self‑Service Intelligence
• Develop and maintain Tableau dashboards for executives and journey owners.
• Standardize metric definitions and ensure consistent usage across the organization.

4) Advanced Analysis & Experimentation
• Use Python for statistical analyses, modelling, and automation.
• Automate recurring reporting processes 

5) Insights to Action & Business Engagement
• Run structured insight reviews with Journey Owners and leadership teams.
• Translate analysis into prioritized recommendations with measurable outcomes.

6) 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.

Qualifications

• 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 attitude. Adaptability to changing business requirements.

Nice to Have
• Understanding of CX metrics such as NPS and journey analytics.
• Experience with Adobe Analytics, Medallia/Qualtrics or similar VoC platforms.
• Familiarity with causal inference, uplift modelling, churn prediction.