Sr Officer-B2B & HBB Analytic & Insight

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