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.

The Experience Insights Data Scientist plays a pivotal role in advancing data-driven initiatives within the CLM team at StarHub. This role focuses on employing advanced analytics, machine learning models, and predictive analytics to improve NPS scores across all touchpoints. By analysing large datasets, the Data Scientist uncovers insights, forecasts trends, and identifies patterns that inform strategic decisions and operational improvements. 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
• Apply machine learning and statistical modeling to analyse complex datasets, uncovering insights that drive strategic decisions
• Develop predictive models to forecast NPS trends and identify key drivers of customer satisfaction
• Design and deploy data products (e.g., automated reporting tools, dashboards) that provide actionable insights to business stakeholders
• Collaborating with different teams to streamline operational processes that impact the customer journey, aiming to enhance overall NPS score
• Engage with business units to understand their specific data needs, creates valuable insights, and translate these into actionable business activities

Qualifications

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

• Minimum of 3-4 years of experience in data science or a closely related field, with a proven track record of applying machine learning and statistical analysis in a business context
• 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
• NPS and customer experience analytics knowledge is highly advantageous

Professional Qualification / Certification Requirements

• Preferred certifications include Certified Data Scientist, Tableau Desktop Associate or Professional, Python/R programming certifications

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