Business Analytics Lead

Job Description:

Get to know the Team:

From detangling complicated use cases to delighting our customers, the Customer Experience (CE) team provides customer support and solutions to in-country business units for various verticals. We aim to out-serve our users and turn their not-so-good experience into a memorable and delightful one.

Get to know the Role:

It takes a village to give a safe and delightful service to our customers. As things get more complex, “the village” needs highly multiskilled leaders who can lift their head above the noise and push us to do what is truly best for our customers. This is you. You will support projects working with different teams in Grab with the purpose of giving our customers the best service in the world. You have to be the radical advocate for our customers, laser focused on the quality and the safety of their experience with us above anything else.

The day-to-day activities:

• Explore: Uncover best customer insights through customer research and analytics in order to support decision-making
• Launch: Propose and launch impactful projects that lift the Customers experience
• Deliver: Lead cross-functional teams to implement changes at light speed
• Influence: Work closely with senior executive stakeholders to make impact happen
• Shape the customers experience through the best capabilities such as analytics, design thinking, software engineering, agile
• Lead the charge: Influence and serve with data and insights
• Role model at all times Grab 4 H to ensure we are always, always, working in a way that our behaviours would make us proud

The must haves:

• Bachelor degree with strong academic track record with at least 5 years of data analytics experience
• Advanced knowledge of analytical tools such as Tableau, PowerBI, Excel, and SQL querying on AWS/Azure data platform. Preferred knowledge of data programming (Python, R)
• High level of flexibility in working in a high-pressure working environment
• Fast on the feet - Demonstrated ability to problem solve in unfamiliar territory
• Commando - Able to work fast in small teams but with broad organisational reach
• Strong interpersonal skills and ability to influence across several organization levels and several cultures
• Impact oriented and detail-oriented
• Flair for numbers, strong analytical skills and structured process thinking, attentive to detail
• Visual person - Ability to use data visualization to summarize meaningful insights
• Structured head - Demonstrated understanding of business processes
• Familiar with Customer Experience function and tools is good to have
• Familiar with startup environment and understanding of dynamics between design, engineering, product and customer service are a plus
• Experience in engaging across Asian markets and cultures
• Demonstrated project/program management of small teams

For further information, and to apply, please visit our website via the “Apply” button below.