Data Analytics Specialist

Job Summary

Responsible to analyze CEM (Customer Experience Management) data, apply AI-driven insights, and implement digital tools to improve service quality, customer satisfaction and operational efficiency. This role focuses on leveraging emerging technologies to optimize customer experience and drive digital transformation in network customer experience management.

Responsibilities

• Evaluate and adopt new technologies to improve customer journey on network experience.
• Drive the digital transformation of CEM processes, integrating advanced analytics and AI solutions.
• Conduct root cause analysis (RCA) for service degradations and provide recommendations for resolution. Work with technical teams to assess how network performance (speed, coverage, reliability) affects customer perception and experience.
• Stay up to date with emerging CEM technologies, AI-driven analytics and automation trends.
• Collaborate with cross-functional teams to enhance customer satisfaction through data-driven decision-making
  
  

Requirements

• Minimum 4-5 years of experience in telecommunications, customer experience strategy, or a related field.
• Hands-on experience with AI/ML models, predictive analytics, and automation tools.
• Strong understanding of service quality and customer experience metrics and customer engagement strategies.
• Strong analytical and problem-solving abilities.
• Knowledge of emerging trends in mobile telecommunications and digital transformation.
• Strong communication and presentation skills.
• Customer-oriented mindset with problem-solving abilities.
• Ability to collaborate effectively with technical and non-technical teams.
• Adaptability and willingness to learn AI and data technologies.
• Basic project coordination skills to track customer issues and feature requests

Next Steps

Thank you for taking the first step towards joining our team at CelcomDigi! After submitting your application, our Talent Acquisition team will review your CV and reach out to shortlisted candidates to guide you through the next steps, including a pre-screening conversation, interviews and or assessments.

At CelcomDigi, your work has the power to shape the future. As Malaysia’s leading Telco-Tech company, we are driving the nation’s digital transformation with 5G and AI, impacting over 20 million customers, enabling businesses to thrive, connecting communities, and advancing the nation.

Aligned with our employer value proposition “Grow with Purpose. Build with Trust.”, you will have the opportunity to innovate responsibly, creating products and services that advance society. Together, we are building Malaysia’s most trusted and responsible brand.

We look forward to advancing and inspiring Malaysia together with you #WeAreCelcomDigi

Follow CelcomDigi on LinkedIn and vote for us as Malaysia’s Most Preferred Employer at the GRADUAN Brand Awards.

CelcomDigi is an equal opportunity employer, and committed to promote employment practices that are transparent, objective and fair.