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

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

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.

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

Minimum Requirements

Education:

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