Position Type:
Permanent

Experience Required:
Relevant work experience in the field and or a Degree qualification (including but not limited to a qualification in Business administration, finance, analytics/statistics)would be desirable.

Job Category:
IT

Job Location:
Bangkok (BKK) Thailand (Hybrid)

Customer Performance Analyst

Position Overview

The Customer Performance Analyst (CPA) will enable and support a meaningful Customer Performance Cadence by jointly working with the Customer Success Manager (CSM) and the Data Analysts to create a Monthly/Quarterly Performance Story Deck for carriers. In addition, the CPA will also work with Product Owners to facilitate any customer specific rollout of product deliverables.

General Responsibilities

  • Own the activities surrounding the customer performance cadence, including reporting and analysis, storyline preparation, and follow-up support with the CSM.
  • Support the production of monthly, quarterly, and annual business reviews – with informed analysis and performance trends.
  • Collect data and update standard performance slides and share them with CSMs and other CPAs as required.
  • Work with the Business Analytics & Process Excellence (BAPE) team to develop the Customer Dashboard for their respective customers, including JP and Performance KPIs.
  • Discuss and initiate individual customer data analysis in cooperation with the CSM teams to enhance service quality.
  • Document the processes and limitations of any created reports and analysis via Confluence.
  • Constantly share valuable data analysis with other Customer Performance Analysts to ensure a consistent customer experience.
  • Facilitate any customer-specific rollouts of new products/features in cooperation with the relevant product owner/s.
  • Additional duties as assigned.

Qualifications

  • Relevant work experience in the field and or a Degree qualification (including but not limited to a qualification in Business administration, finance, analytics/statistics)would be desirable.
  • Demonstrable experience working with KPIs and performance management domains with close focus on customer impact.
  • Experience in defining KPIs and data analysis/insights.
  • Extensive storytelling (presentation) capability in translating complex information and analytical findings into actionable insights.
  • Knowledge of the following programming languages is preferred, not mandatory (R / Python / SQL / git).
  • Basic understanding of how Coding/Programming is executed to be able to read the logic and translate.
  • Established business and financial acumen.
  • Open minded, positive and constantly seeking for solutions.
  • Structured, organized, driven with high level of energy.
  • Excellence knowledge of Microsoft Office application.
  • Robust analytical and quantitative skills, as well as attention to detail.
  • Excellent verbal and written communications.
  • Strong interpersonal and influencing skills.
  • Demonstrated success in a high pressure, dynamic, fast-paced environment.
  • Discretion and confidentiality.
  • Eager to learn new technologies and skillsets