Customer Data Analysis

**Job Overview**

The

**Customer Development Manager (Customer Intelligence \& Automation**

**)**

is responsible for analyzing customer and CSC operational data to identify trends, root causes, performance gaps, and improvement opportunities across international markets.

The role develops customer insights, performance dashboards, and reporting frameworks to support data\-driven decision\-making, while also translating analytical findings into CRM, automation, AI, and service improvement initiatives. Working closely with Global and Market CSC teams, Operations, Data, Product, and Technology, the position turns data into actionable recommendations that improve service quality, productivity, and customer experience.

**Key Responsibilities:**

**Customer Data Analytics \& Insights**

• Analyze customer and CSC performance data across markets to identify trends, root causes, and improvement opportunities.
• Develop dashboards, segmentation, forecasting, and performance insights to support market and regional decision\-making.
• Translate data into clear recommendations and action plans for CSC leaders.

**Reporting \& Data Governance**

• Build and maintain standardized dashboards, scorecards, and recurring reports across markets.
• Standardize KPI definitions, reporting logic, and data requirements.
• Monitor data quality and coordinate with market, Data, CRM, and Technology teams to resolve issues.

**Automation \& AI**

• Identify and support automation opportunities across CSC processes, reporting, quality monitoring, and case handling.
• Develop and scale practical AI use cases across markets.
• Define business requirements, support testing and rollout, and track impact on productivity and service quality.

**CRM \& Customer Service Systems**

• Support markets in improving CRM, ticketing, contact center, and knowledge management systems.
• Gather and prioritize multi\-market business requirements and support UAT, rollout, and system improvements.
• Drive standardization of case categories, workflows, routing, and customer service processes where applicable.

**Cross\-functional \& Multi\-market Support**

• Work closely with Global CSC, local markets, Product, Technology, Data, and Operations teams.
• Support markets in solving data, system, process, and automation challenges.
• Develop common standards, SOPs, and best practices that can be reused and scaled across countries.
• Share insights and successful solutions across markets to improve overall CSC performance.

**Qualifications:**

• Bachelor’s degree in Business, Data, Information Systems, Engineering, or a related field.
• 5\+ years of experience in customer analytics, reporting, CRM, customer service, or business operations.
• Experience using Excel and dashboard/reporting tools such as Power BI, Tableau, Looker, or similar.
• Basic knowledge of SQL or other data analysis tools is an advantage.
• Experience working with CRM, contact center, or ticketing systems is preferred.
• Good understanding of customer service processes, data analysis, and process improvement.
• Interest or experience in AI and automation is an advantage.
• Strong analytical, problem\-solving, and communication skills.
• Good English communication skills and ability to work with different markets and cross\-functional teams.
• Experience in Mobility, Technology, E\-commerce, Logistics, Fintech, or other service industries is a plus.