[What the role is]

[What you will be working on]

• Analyse customer feedback, service performance and operational data to identify customer behaviour, service demand patterns, emerging trends and service improvement opportunities.
• Develop customer intelligence and actionable insights to support strategic decision-making, service planning and policy implementation.
• Lead the development of predictive analytics capabilities to anticipate future service demand, customer needs and emerging issues, and support resource planning and enable proactive service interventions.
• Translate analytical findings into data-driven recommendations that improve customer experience, service delivery and operational effectiveness.
• Design and maintain dashboards, reports and analytical products to support monitoring of service performance and customer outcomes.
• Partner stakeholders across NEA to drive insight-led service improvements and measure the impact of implemented initiatives.
• Oversee and guide the team's advisory on data analytics projects, ensuring sound methodology, analytical rigour and the appropriate application of advanced analytics and AI-enabled techniques.
• Lead and develop a team of officers, while strengthening organisational capabilities in customer analytics, predictive analytics and data-driven decision-making.

[What we are looking for]

The job might be for you if you possess the following qualities:

• Professional qualifications in one of the following quantitative sciences: Market Research, Statistics, Business Analytics, Artificial Intelligence, Data Science
• Minimum 5 years’ relevant working experience in the areas of data analysis, predictive analytics, quantitative and qualitative research
• Proficient in data analytics and statistical analysis tools, with the ability to perform quantitative and regression analysis
• Experienced in using data visualisation and dashboard tools to communicate insights to diverse audiences; familiarity with tools such as Qlik Sense, Tableau or Power BI is an advantage
• Strong analytical, problem-solving, and stakeholder management skills
• Ability to translate complex data into clear, actionable insights and recommendations
• Experience in predictive modelling, forecasting, or AI-enabled analytics is preferred
• Proven experience leading and developing a team, with a track record of building organisational analytics capabilities

As part of the shortlisting process for this role, you may be required to complete a medical declaration and/or undergo further assessment.