Company Description

About Grab and Our Workplace

Grab is Southeast Asia's leading superapp. From getting your favourite meals delivered to helping you manage your finances and getting around town hassle-free, we've got your back with everything. In Grab, purpose gives us joy and habits build excellence, while harnessing the power of Technology and AI to deliver the mission of driving Southeast Asia forward by economically empowering everyone, with heart, hunger, honour, and humility.

Job Description

Get to Know the Team

At Grab Support Regional Analytics (GSRA), a part of the Commercial, Support and Finance Analytics Team (CoSFA), we work together with Grab Support Operation to ensure exceptional service delivery. Our experienced analysts translate data into relevant insights, helping Grab Support Operations make decisions that benefit the people who use our services. As part of this high-performing team, you'll help create meaningful impact by applying analytical expertise to address complex challenges.

Get to Know the Role

You will bridge technical analytics and Grab Support operations to improve performance, align insights with strategy, and uncover growth opportunities. Collaborate with teams to turn data into impactful solutions.

You will be directly reporting to the Business Analytics Lead, Customer Experience. This is an onsite role in our Exquadra Tower, Pasig office.

The Critical Tasks You Will Perform

• Design and implement data-driven analytics solutions to improve operational processes and improve performance metrics, helping boost Grab Support's efficiency and influence.
• Collaborate across teams to define data requirements and create analytical approaches that address business and operational challenges.
• Conduct comprehensive analyses—including text analysis, quasi-experimental methods, NLP, and Large Language Models—to uncover insights that inform decisions and improve customer support operations.
• Develop dashboards to monitor performance metrics across operations, support teams, and overall growth.
• Lead projects to roll out advanced data analytics capabilities, including refining data pipelines or infrastructure, alongside data engineering teams.
• Communicate analytical findings through presentations, reports, and visualizations tailored to all kinds of audiences, including leadership partners.
• Mentor junior team members to enhance their technical proficiency and encourage a culture of learning.

Qualifications

What Essential Skills You Will Need

To perform the tasks above, you will need:

• 7+ years in Analytics, BI, and Data Science within high-volume, consumer-focused companies
• Proficient in PySpark, Spark, Databricks, and SQL for managing and analyzing complex datasets
• Solid foundation in advanced statistical methods and machine learning (e.g., text analysis, quasi-experimental techniques)
• Experience with Power BI for impactful data visualizations and storytelling
• Experienced in identifying operational improvements through data-driven impact analysis

Optional, but advantageous:

• Familiarity with Snowflake or multidimensional modeling for advanced analytics design.
• Insights into customer support operations, helping tailor your analytics directly toward operational improvements.

Additional Information

Life at Grab

We care about your well-being at Grab, here are some of the global benefits we offer:

• We have your back with Term Life Insurance and comprehensive Medical Insurance.
• With GrabFlex, create a benefits package that suits your needs and aspirations.
• Celebrate moments that matter in life with loved ones through Parental and Birthday leave, and give back to your communities through Love-all-Serve-all (LASA) volunteering leave
• We have a confidential Grabber Assistance Programme to guide and uplift you and your loved ones through life's challenges.
• Balancing personal commitments and life's demands are made easier with our FlexWork arrangements such as differentiated hours

What We Stand For at Grab

We are committed to building an inclusive and equitable workplace that enables diverse Grabbers to grow and perform at their best. As an equal opportunity employer, we consider all candidates fairly and equally regardless of nationality, ethnicity, religion, age, gender identity, sexual orientation, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique.