Sr Officer-B2B & HBB Analytic & Insight

Job Description

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 work 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 solutions. The outcome will translating technical network insights into strategic improvement initiatives that enhance service quality, reduce customer issues, and strengthen IOH’s competitiveness in the B2B and home broadband market

Key Responsibilities 1

• Customer Experience Analytics
• Analyze 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 customer 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:
• Customer churn prediction
• Trouble ticket prediction
• Service degradation detection
• Network quality anomaly detection
• Customer satisfaction prediction
• Upsell and retention opportunities
• Utilize Google AI/ML ecosystem including:
• Vertex AI
• BigQuery ML
• AutoML
• Gemini or others AI capabilities
• Develop scalable AI-driven recommendation and prioritization engines to support proactive customer handling and operational improvement.
• Continuously improve model performance, explainability, and operational usability
  

Key Responsibilities 2

• Cloud Data Analytics & Engineering
• Process and analyze large-scale structured and unstructured datasets from multiple sources including:
• CRM
• Network performance systems
• Trouble ticket systems
• NPS/CSAT surveys
• Usage and traffic data
• Service assurance platforms
• Build and maintain scalable cloud-native data pipelines and analytical frameworks using Google Cloud Platform (GCP).
• Utilize tools such as:
• BigQuery
• Cloud Storage
• Dataflow
• Looker / Looker Studio
• Cloud Functions
• Ensure data quality, consistency, governance, and security compliance.
• Business Insight & Decision Support
• Translate analytical findings into clear business recommendations and operational actions.
• Support management presentations with insight-driven storytelling and quantitative evidence.
• Develop executive dashboards and automated reporting for customer experience and service quality monitoring.
• Collaborate with stakeholders to define measurable improvement initiatives and business impact tracking
  

Key Responsibilities 3

• Operational & Service Quality Improvement
• Identify service quality gaps and operational inefficiencies through advanced analytics.
• Support root cause analysis for customer complaints, network degradation, and service instability.
• Develop proactive monitoring frameworks and early warning systems for customer experience risks.
• Support continuous improvement initiatives and customer experience transformation programs.
• Collaboration & Innovation
• Work closely with Network, IT, Commercial, Customer Experience and Operations teams to operationalize data-driven initiatives.
• Promote adoption of cloud analytics, AI/ML, and automation capabilities across the organization.
• Explore innovative use cases leveraging Google ecosystem technologies and Generative AI solutions for customer experience enhancement.
• Strategic Reporting & Executive Insights
• Develop executive-level reporting on B2B & HBB customer experience performance and improvement opportunities.
• Present insights and recommendations to senior leadership including VP, SVP and CTO organizations.
• Provide strategic analysis on how B2B & HBB experience improvements contribute to:
• customer satisfaction
• reduction of service complaints and trouble tickets
• potential area for development
  

Education

Minimum Requirements

• Bachelor’s degree in Data Science, Computer Science, Statistics, Telecommunications Engineering, Electrical Engineering, Information System or related field.
• Master’s Degree is advantage
  
  

Experience

• Minimum 3-5 years experience in Data Science, Machine Learning, Customer Analytic, Business Intelligence.
• Experience working with 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