CX Insights Analyst — Quantitative & AI-Driven

PT. Indosat Tbk; Jakarta Pusat; On-site; IDR 60,000,000 - 120,000,000; Full time

Job summary

IOH is seeking a Staff Customer Experience to execute end-to-end quantitative CX research, extract data, and apply AI-assisted analytics to generate actionable insights across IOH’s products and services.

You will support management and cross-functional teams to improve NPS/CSAT, retention, and overall customer experience, while collaborating with data engineers and external vendors to drive data-driven decisions.

Qualifications

• Bachelor’s Degree in a quantitative field (S1).
• 1–3 years of experience in quantitative market research, CX research, or data analytics.

Responsibilities

• Design and execute end-to-end quantitative CX research.
• Develop instruments and surveys for NPS/CSAT tracking.
• Perform data extraction and cleaning from cloud databases.
• Create automated dashboards for CX metrics.
• Produce periodic quantitative research reports for stakeholders.
• Collaborate with data engineers and cross-functional teams.
• Apply AI-assisted analytics for sentiment and trend insights.

Skills

SQL querying

GCP / BigQuery

CX metrics (NPS/CSAT/CES)

Data visualization (Tableau/PowerBI/Lo

Python / R analytics

AI familiarity

Education

Bachelor's degree in Statistics, Mathematics, Information Systems, Computer Science, Data Science

Tools

BigQuery

Tableau

Power BI

Looker

Python

Job description

IOH is seeking a Staff Customer Experience to execute end-to-end quantitative CX research, extract data, and apply AI-assisted analytics to generate actionable insights across IOH’s products and services.

You will support management and cross-functional teams to improve NPS/CSAT, retention, and overall customer experience, while collaborating with data engineers and external vendors to drive data-driven decisions.