- Data Analysis
- Singapore - St James Power Station Headquarters
Dyson is a technology and engineering pioneer and currently operates in the categories of Floorcare, Environmental Control (“Air Multiplier” bladeless fans/heaters/humidifiers/purifiers), Lighting, and Professional (“Airblade” hand dryers). Dyson began 27 years ago with James Dyson and a handful of engineers questioning everyday products, thinking differently and making them better.
Dyson invented the world’s first bagless vacuum with Root Cyclone™ technology, and also the bladeless fans with Air Amplifier™ technology. Currently, Dyson holds 4,550 patents and patents holding, and have a team of over 2,000 engineers and scientists. Dyson also holds a Queen’s Award for Innovation.
Dyson vacuum cleaners are now available in 70 countries worldwide, and on average one machine is sold every 5 seconds. 90% of our machines are sold overseas, this was 30% just 10 years ago. Dyson was recently awarded the Queen’s Award for International Trade, which reflects the company’s growth over the last few years. We are now the world's number one vacuum cleaner manufacturer by value in the UK, US, Western Europe, Japan, Hong Kong, Taiwan, Singapore, and Australia.
“That’s really what Dyson is all about – new thinking to solve everyday problems.” - James Dyson
About the Role
Responsible for shaping and developing the APAC Customer Services analytics and reporting landscape.
Develop forecasting & workforce management dashboard for predictive Contact Centre and Repair Operations transactions to be used for operational planning and budgeting to achieve workforce management optimization
Improve current analytical offering in the APAC CS arena, delivering advanced visualizations and actionable insights that allow Management to understand what our consumers think about our products and accompanying experiences
Use data to share insights on past customer interactions, to forecast future interactions and advise stakeholders what needs to change to ensure that future interactions are met with world-class leading service levels.
Work with Group and market Analytics personnel to deep dive into top drivers that impact NPS/ SLAs across all channels and seek improvement opportunities. Improve survey structure (reclassify surveys, text summarization), methodologies as well as to spot new topics/ trends in owners' verbatim for early warning,
Reviews customer satisfaction and other operational metric results to identify trends in performance and digitalization opportunities; produces monthly management reports
Excellent SQL for both 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)
Experience in using statistical and forecasting techniques
Data Quality investigation and enhancement
Familiarity with Data Visualization software such as Tableau, Looker, Qlik or Power BI
Ability to manage multiple projects at any one time, and deliver results to deadlines
Excellent verbal and written communication skills
Dyson Singapore monitors the market to ensure competitive salaries and bonuses. Beyond that, you’ll enjoy a transport allowance and comprehensive medical care and insurance. But financial benefits are just the start of a Dyson career. Professional growth, leadership development and new opportunities abound, driven by regular reviews and dynamic workshops. And with a vibrant culture, the latest devices and a relaxed dress code reflecting our engineering spirit, it’s an exciting team environment geared to fuelling and realising ambition.
At Dyson, it's about more than our machines. We recognise that our success comes from our inventive people. We believe in including everybody and supporting you on your journey with us
We are following the government guidelines regarding COVID19. At this time all interviews will be conducted via video or telephone. We’re taking these precautionary measures to protect both our employee and candidate wellbeing. Our Talent Acquisition team will work with you and provide further information as appropriate.