Customer Insights & Analytics Lead

HKT; Hong Kong; On-site; HKD 900,000 - 1,200,000; Full time

Job summary

HKT is seeking a highly analytical Manager to lead Customer Service reporting, data analysis, and system improvements. You will own management information delivery, identify risks and opportunities, and drive change with a hands-on, owner mindset.

You will oversee dashboards, KPI packs, data validation, and governance across multiple data sources, delivering insights to senior management and stakeholders to improve service performance.

Qualifications

• Minimum 10 years in MI, operations reporting, or related analytics.
• Experience in service operations or regulated environments preferred.
• Advanced Excel use including pivot, lookups, and data cleansing.
• Strong SQL data extraction and reconciliation skills.
• Experience in dashboard development and performance reporting.

Responsibilities

• Lead reporting for BAU ops using Excel, SQL, and BI tools.
• Develop dashboards, KPI packs, and management reports.
• Perform data validation, trend analysis, and variance investigations.
• Establish governance controls and validation processes.
• Translate data into actionable insights for senior leaders.
• Drive automation and continuous improvement of reporting processes.
• Oversee system enhancements, UAT, data migration, and testing.
• Prepare management reviews and present outcomes to stakeholders.
• Collaborate across operations, customer relations, tech, and business teams.
• Lead ad hoc analytics projects and coach team members.

Skills

Excel

SQL

Power BI

Qlik Sense

Data governance

Leadership

Stakeholder management

Analytical thinking

Problem solving

Process improvement

Education

Bachelor's degree

Tools

Power BI

Qlik Sense

Job description

HKT is seeking a highly analytical Manager to lead Customer Service reporting, data analysis, and system improvements. You will own management information delivery, identify risks and opportunities, and drive change with a hands-on, owner mindset.

You will oversee dashboards, KPI packs, data validation, and governance across multiple data sources, delivering insights to senior management and stakeholders to improve service performance.