Job Description

Growth Analytics, CLV Management & Outcome Modeling

The specialist will drive the full lifecycle of analytical and predictive modeling capabilities:

• CLV Management & Outcome Modeling (Execution Focus):
  • Develop and implement predictive models to forecast key business outcomes (e.g., customer lifetime value, churn probability, conversion rates), ensuring models are production-ready and highly accurate.
  • Utilize advanced statistical methods and machine learning techniques to execute analyses that identify the core drivers of business performance and scalability.
  • Work closely with data engineers (likely from the Platform & AI Team or IT & Data Back-Office) to ensure high data quality and availability for model development and deployment.
  • Collaborate with front-end Value Unit Heads and business stakeholders to translate their strategic needs into precise analytical and modeling requirements.
  • Monitor model performance post-deployment, conducting rigorous A/B tests and iterations for continuous improvement.
  • Communicate complex analytical findings and model results clearly and concisely to non-technical audiences, influencing day-to-day decisions.
• Data Governance (Execution Focus):
  • Collaborate with the internal Platform team (part of the Strategy/Data CoE or IT Back-Office) to execute and disseminate standardized data analysis tools, dashboards, and strategy frameworks.
  • Act as a technical steward for data quality and measurement consistency across assigned projects.
• Performance Monitoring & Analytics (Execution Focus):
  • Execute the setup and monitoring of reporting mechanisms to ensure real-time financial and operational data is available to Value Unit leaders, enabling quick, data-backed decision-making and efforts to scale-up or scale-down resources (Nhanh & Nhiều).
  • Conduct deep-dive analysis on organizational North-Star metrics (e.g., Rev/FTE, NPS) to provide diagnostic insights.

Customer Success: Net Promoter Score (NPS) Improvement

The specialist will bring an analytical and execution focus to client quality initiatives:

• NPS Analysis & Action:
  • Drive initiatives by providing the core analytical support to improve the overall Net Promoter Score (NPS) across all customer touchpoints.
  • Analyze NPS feedback data and service quality metrics to identify key pain points and areas for enhancement in customer experience.
  • Collaborate with CoE, PoD leaders and the central Growth team to develop and implement action plans based on NPS insights.
  • Monitor and report on the trend of NPS and the measurable impact of improvement initiatives, ensuring that Tinh Chất (quality/essence) is consistently delivered.