(Senior) Specialist, Data Analytics Customer Operations

(Senior) Specialist, Data Analytics Customer Operations

ROLE DESCRIPTION SUMMARY

The (Senior) Specialist, Data Analytics Customer Operations role focuses on leveraging data-driven insights to enhance operational performance and customer experience. Key responsibilities include conducting custom analyses, developing predictive models, and collaborating on KPI design to align with business objectives. The position requires working independently on reporting automation, dashboard support, and cross-functional initiatives with IT and service improvement teams. It also involves participating in operational reviews, identifying root causes of issues, and driving continuous service enhancements. Success in this role demands strong analytical skills, a proactive, customer-centric approach, effective cross-functional collaboration, and meticulous attention to detail.

PRIMARY RESPONSIBILITIES / KEY RESULT AREAS

• Custom Data Analysis & Insights (Single Responsibility): Perform tailored, deep-dive analyses based on stakeholder requirements. Analyze large, complex datasets to extract actionable insights that directly impact operational performance and customer experience.
• Predictive Modeling & Forecasting (Single Responsibility): Apply data science techniques, such as predictive modeling and machine learning, to optimize processes, forecast operational needs, and improve service delivery.
• KPI Development & Implementation (Shared Responsibility): Collaborate with the Head of Customer Operations Analytics to design and analyze KPIs that measure operational performance and customer satisfaction, ensuring alignment with SLAs and business objectives.
• Dashboard & Automation Support (Single Responsibility): Document reporting requirements from Operations Teams and collaborate with IT to automate performance dashboards, ensuring timely and accurate data availability for decision-making.
• Reporting & Data Analysis (Shared Responsibility): Create action plans and trend analyses to provide management with up-to-date, actionable insights. When required, collect raw data and run reports using tools such as Python (pandas), Power BI, SQL and other scripting methods.
• Cross-Functional Collaboration (Shared Responsibility): Work closely with the Continual Service Improvement team and other verticals (Enterprise, Mobility, Media & Events) to identify the root causes of operational issues, recommend preventive measures, and drive quality initiatives.
• Operational Reviews & Customer Support (Shared Responsibility): Participate in operational reviews, proactively addressing customer-impacting issues and contributing to continuous service enhancements to ensure the highest level of operational efficiency.

COMPETENCIES

• Analytical Excellence: Demonstrates strong analytical and problem-solving skills, transforming data into meaningful insights and actionable recommendations.
• Independent Task Management: Capable of working independently with minimal supervision, efficiently managing multiple tasks in a fast-paced environment.
• Customer-Centric Problem Solving: Adopts a proactive, customer-focused mindset with a results-driven approach to addressing complex operational challenges.
• Cross-Functional Collaboration: Excels in teamwork and collaboration, working seamlessly with both technical and non-technical stakeholders to achieve shared objectives.
• Detail Orientation and Organization: Possesses high attention to detail and strong organizational skills, ensuring accuracy and efficiency across all deliverables.

QUALIFICATIONS & EXPERIENCE

• Bachelor's or master's degree in Data Science, Business Analytics, Engineering.
• 5+ years of experience in data science, operational quality management, assurance, or customer operations, ideally within the Telecommunications or related industries.
• Expertise in data analytics tools such as Python (pandas), SQL, Power BI & advanced skills in Microsoft Office.
• Understanding of KPI development, service delivery metrics, and reporting frameworks, with a focus on aligning these to business goals and SLAs.
• Exceptional written and verbal communication skills in English, with the ability to clearly convey complex data findings.
• Experience in predictive modeling and advanced data analytics techniques is desirable.
• Project management experience is a plus.

SES and its Affiliated Companies are committed to providing fair and equal employment opportunities to all. We are an Equal Opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, pregnancy, sex, sexual orientation, gender identity, national origin, age, genetic information, protected veteran status, disability, or any other basis protected by local, state, or federal law.

For more information on SES, click here.