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Data Science Intern

Date:  10 Jul 2024

StarHub Green

Company:  StarHub Ltd

Proactive Measurement of Quality of Service Using Customer Omniview

Job Description

The Customer Lifecycle Management (CLM) team at StarHub leverages advanced data analytics and NLP techniques to understand, enhance, and optimise the customer journey. From acquisition to retention, the team employs cutting-edge strategies to ensure unparalleled customer experiences. Integrating data science, business intelligence, customer insights, NPS, digital analytics the CLM team aligns StarHub's offerings with customer needs, fostering loyalty, satisfaction, and growth

As a Data Scientist Intern, you will play a pivotal role in enabling product teams by developing a comprehensive customer omniview interface to measure the quality of services, enabling them to access multi-dimensional insights into customer profiles. This interface aims to enhance customer experience by facilitating tailored conversations for upselling and cross-selling informed by metrics such as NPS, lifestyle, and life stage segmentation, tenure, product holdings, household metrics, churn propensity, customer emotion towards Starhub, and open service tickets. This role is crucial for enhancing the customer journey through sophisticated data analysis and modeling, driving significant business impact.

Key Accountabilities  


  • Use SQL to collect data from various sources and clean it to ensure accuracy and readiness for analysis
  • Research and  Develop a deep learning model to process structured and unstructured data from different touchpoints like chatbots , audio files and extract important information like sentiment , NPS and entities explained
  • Collaborate with the data engineering/BI team to develop a comprehensive overview of customer conversation by ingesting data from various other channels like Chatbots, Social media bots, etc 
  • Develop various methodologies to improve the performance of machine learning algorithm under the circumstances of data insufficiency
  • Foster the culture of continuous improvement and innovation , staying updated on current and emerging AI technologies  and their impact on the business


Education Level


  • Bachelor's degree in Computer Science, Statistics, Data Science, or a related field. Master’s degree (preferred) in Data Science or a related field


Required Experience and Knowledge


  • Optional 1-3 Years of practical industry experience in the field of software engineering or AI and experience collaborating with cross-functional teams
  • Strong foundation in AI/ML model development, integration and deployment, with experience in using frameworks and technologies related to AI/ML and Deep Learning. Advanced NLP techniques are a plus
  • Proficiency in SQL, Python, and Tableau or similar data visualization tools
  • Experience with machine learning frameworks (e.g., scikit-learn, TensorFlow, PyTorch) and advanced statistical techniques
  • Good communication skills across a variety of audiences; ability to make complex simple and to win mindshare through storytelling and dialogue


Job-Specific Technical Skills


  • Strong proficiency in data manipulation and analysis using SQL and Python/R 
  • Expertise in applying machine learning and statistical methods to solve business problems
  • Solid experience in data visualization and the development of data-driven products


Behavioural Skills


  • Strong analytical and critical thinking skills
  • Excellent communication abilities for presenting complex data
  • Team player with a proactive attitude
  • Adaptability to changing business requirements

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