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We are now ONE! #CelcomDigi                                                                                                                                                                                                                                                                  Celcom and Digi have merged with the aim to create Malaysia’s most inspiring telco-tech company, building on two well-loved brands with over six decades of combined strengths in innovation and connecting Malaysians.

Data Analytics Specialist

Date:  29 Apr 2025
Requisition ID:  13782
Employment Type:  Permanent
Work Location:  CelcomDigi Hub, Subang Jaya
Job Description: 

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
Division:  TECHNOLOGY

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

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, we aspire to be Malaysia’s leading telco-tech company — the nation’s digital growth engine — powering transformation through 5G, AI, and innovation that impacts over 20 million customers. Here, your role goes beyond work. It’s about enabling businesses to thrive, connecting communities, and advancing society, as we build a brand rooted in trust, reliability and customer excellence. Aligned with our employer value proposition, Grow with Purpose. Build with Trust, you’ll have the opportunity to innovate responsibly and create digital solutions that truly make a difference. If you're driven, future focused, and ready to be part of something bigger, we want you on our team. 

Let’s advance and inspire Malaysia together! #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. 


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