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Sr Officer-B2B & HBB Analytic & Insight
Full-time
The Sr Officer-B2B & HBB Analytic & Insight is responsible for transforming large-scale customer, network, service assurance, and operational data into actionable insights that improve customer experience, service quality, operational efficiency, and business performance.
This role works cross-functionally with Network, IT, Commercial, Customer Experience, and Operations teams to develop analytical models, predictive insights, and data-driven recommendations leveraging Google Cloud Platform (GCP), AI/ML technologies, and advanced analytics, translating technical network insights into strategic improvements in the B2B and home broadband market.
Customer Experience Analytics
Analyze the end-to-end customer journey and service experience across B2B and HBB segments
Identify key drivers impacting customer satisfaction, churn, complaint volume, service degradation, and loyalty
Develop customer segmentation and behavioral analysis to support targeted improvement initiatives
Monitor and evaluate customer experience KPIs and service quality trends
Predictive Modeling & AI/ML Development
Develop predictive and machine learning models for churn prediction, trouble ticket prediction, service degradation detection, network quality anomaly detection, customer satisfaction prediction, and upsell/retention opportunities
Utilize the Google AI/ML ecosystem including Vertex AI, BigQuery ML, AutoML, and Gemini
Develop scalable AI-driven recommendation and prioritization engines to support proactive customer handling
Continuously improve model performance, explainability, and operational usability
Cloud Data Analytics & Engineering
Process and analyze large-scale structured and unstructured data from CRM, network performance systems, trouble ticket systems, NPS/CSAT surveys, usage and traffic data, and service assurance platforms
Build and maintain scalable cloud-native data pipelines using GCP (BigQuery, Cloud Storage, Dataflow, Looker / Looker Studio, Cloud Functions)
Ensure data quality, consistency, governance, and security compliance
Business Insight, Improvement & Executive Reporting
Translate analytical findings into clear business recommendations and operational actions
Support root cause analysis for customer complaints, network degradation, and service instability
Develop proactive monitoring frameworks and early warning systems for customer experience risks
Develop executive dashboards and automated reporting for customer experience and service quality monitoring
Present insights and recommendations to senior leadership including VP, SVP, and CTO organizations
Promote adoption of cloud analytics, AI/ML, and automation capabilities across the organization
Minimum Requirements
Bachelor's degree in Data Science, Computer Science, Statistics, Telecommunications Engineering, Electrical Engineering, Information Systems, or a related field; Master's degree an advantage
Minimum 3-5 years of experience in Data Science, Machine Learning, Customer Analytics, or Business Intelligence
Experience working with a Google Cloud Platform (GCP)-based analytics ecosystem is highly preferred
Experience in telecommunications, ISP, broadband, or digital service industries is strongly preferred
Experience handling large-scale customer and operational datasets is preferred
