Senior Analyst/ Manager, Customer Data Analytics
2 weeks ago
**What the role is**
- As Senior Analyst/ Manager, Customer Data Analytics in the Student Placement and Services Division, you will lead in the quantitative and qualitative analysis of MOE’s customer data recorded in its Customer Relationship Management (CRM) system and its online channels. You will identify insights and behaviour trends in customer feedback received by the Customer Service Centre and present timely ground sensing reports to improve operational processes and service delivery. You will collaborate with stakeholders and recommend areas of reviews to drive customer-centricity in MOE Headquarters and schools.
**What you will be working on**
- Analyse, forecast and prepare operations and management reports on service indicators - Highlight actionable insights and opportunities arising from customers’ feedback of pain-points to facilitate decision-making by relevant stakeholders and senior management - Provide timely identification and analysis of emergent or notable issues to aid the MOE Contact Centre in optimising its service performance and drive service excellence - Partner HQ divisions and schools to drive adoption of customer insights/ feedback through service improvement collaborations using appropriate approaches like design thinking, data-share and joint data analysis to enhance communications, processes, policies and systems - Develop data analytics capabilities in data collection, preparation, sensing and visualisation via statistical models/ methodologies - Work with relevant IT personnel and appointed vendors on the implementation, maintenance and enhancement of relevant analytics systems and tools
**What we are looking for
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