Get to know the Role:

  • 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
  • Comfortable with Individual Contributor Role

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