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Global Aftersales Analytics Manager

Summary

Salary
Competitive
Team
Data Analysis
Location
Singapore - St James Power Station Headquarters

About Us

Dyson has 68m interactions with our owners every year across multiple touchpoints and geographies.  We recognise that excelling at service as well as technology is how we grow our business.  We delight owners and strive to drive advocacy and repurchase.

In this role you can become a key member within Dyson Global Aftersales department to shape our data-driven strategy across Contact Centre, Repair Ops and Sustainable Sales.  Whether it’s working with data from web chats or calls, you will be instrumental in delivering exciting and impactful new analysis to our global markets, ensuring that Dyson offers our customers world-class services and experiences.

About the Role

As a Global Aftersales Analytics Manager, your mission is to help shape and develop the Global Aftersales analytics and reporting landscape. Working in collaboration with Visualization experts and Data Scientists, you will make it your business to improve the current analytical offering in the Global Aftersales arena, delivering advanced visualizations and actionable insights that allow us to better understand what our consumers think about our products and accompanying experiences.

Using data to share insights on past customer interactions, you’ll also be using that data to forecast future interactions and advising stakeholders on what needs to change to ensure that future interactions are met to achieve our company’s objectives and strategies. A strong focus on Owner Experience is expected, to ensure all Contact Centre, Repair and Sustainable Sales interactions with Customers are delivered with high quality standards consistently across all the service operations globally.

As a Subject Matter Expert, you will also be called upon to support the business in the development of reporting tools, in the monitoring of compliance, ensuring effective triage and troubleshooting, with process insights to drive continuous improvements. This role will develop strong relationships with CRM Product Owners, the Global Aftermarket Community, Quality Data and IT teams.

  • Work closely with other functions for high-level understanding of Aftermarket drivers using data insights that impact customer satisfaction and how we can transform our operations towards revenue generating model.

  • Develop deeper understanding of Aftermarket CRM interactions with wider IT infrastructure, to enable resolution of complex issues.

  • Develop reports to facilitate analysis of Key Performance Indicators and provide process and performance insights to key stakeholders.

  • Provide support to the development of all reporting tools and methodologies, by understanding and clearly articulating outputs with customer value and business value in all processes.

  • Ensure effective execution of the reporting tools to drive performance improvement across the regions.

  • Act as CRM escalation point for the Aftermarket community.

  • Investigation of recurring or chronic system issues that remain unsolved, with the appropriate follow-up to other Dyson teams to progress and work towards resolution.

  • Supporting the Incident management team with analysis and impact assessment, where required.

About You

  • Excellent SQL for bother data manipulation and querying is a ‘must have’.

  • An established track-record of dealing with Customer Services data sources and metrics (e.g. NPS, Call handling data)

  • Knowledge and experience in CRM applications, Salesforce, and SAP S4 Hana

  • Experience in using statistical and forecasting techniques.

  • Exposure to Cloud database platforms such as Google BigQuery or AWS Redshift

  • Programming skills in Python, R, Java or C#

  • Data Quality investigation and enhancement

  • Familiarity with Data Visualization software such as Tableau, Looker, Qlik or Power BI

  • Advanced use of Microsoft Excel.

  • Ability to manage multiple projects at any one time and deliver results to deadlines. 

  • Excellent verbal and written communication skills, comfortable in working at all levels of the organisation. 

  • Ability to explain complex, highly technical information to non-technical colleagues using clear and simple language.

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Dyson is an equal opportunity employer. We know that great minds don’t think alike, and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity.