Senior Business Analyst

Get to Know the Team

At Grab Support Regional Analytics (GSRA), we partner with Grab Support Operations to deliver exceptional service through data-driven insights. As part of the CoSFA team, you'll apply analytical expertise to solve complex challenges, improve user experience, and drive brand loyalty. Join us and make a real impact!

Get to Know the Role

You will bridge technical analytics and business 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. Benefits like Term Life Insurance, Medical Insurance, leaves, and GrabFlex will be available upon hire.

The Critical Tasks You Will Perform

• Design and deliver data-driven analytics solutions to increase operations, improve performance metrics, and increase growth for Grab Support
• Collaborate across teams to define data needs and develop analytical approaches to solve challenges
• Conduct in-depth analyses—including text analysis, quasi-experiments, NLP, and Large Language Models (LLMs)—to uncover relevant insights
• Build dashboards to monitor metrics and support data-driven decision-making
• Communicate findings through clear presentations, reports, and visualizations for both technical and non-technical audiences
• Lead programs to enhance analytics capabilities and data infrastructure in collaboration with engineering teams
• Mentor junior analysts and promote a culture of learning and development
• Stay up to date with latest technologies and analytics trends to drive innovation across the team

What Essential Skills You Will Need

• 7+ years of experience in Analytics, BI, or Data Science in high-volume, consumer-focused companies
• Proficient in handling complex datasets using tools like PySpark, Spark, and Databricks
• Experience with advanced statistical methods and machine learning (e.g., text analysis, quasi-experiments)
• SQL experience building visualizations with tools like Power BIOptional, but advantageous:

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

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.