Job Description

Singapore, Singapore
Company: Singtel Group
Powering the Future with AIDA
To lead the next phase of our AI evolution, we've launched a new business unit AIDA - Artificial Intelligence & Data Analytics - a strategic engine driving our transformation designed to scale our AI ambitions with precision and purpose. This marks a pivotal shift in how we operate, innovate, and serve to embed intelligence into every layer of our business.
At Singtel, this is more than a technology upgrade. It's a strategic transformation that redefines how value is created across the enterprise core- augmenting human capabilities and unlocking entirely new potential. It is a transformation journey by aligning people, platforms, and processes under one cohesive strategy. Our mission is to build AI literacy, and foster a culture where intelligence empowers people.
We welcome you to join us on a transformational journey that's reshaping the telecommunications industry - and redefining what's possible with AI at its core. Grow with us in a workplace that champions innovation, embraces agility, and puts human potential at the heart of everything we do.
Be a Part of Something BIG!
As a Senior Data Scientist within the AI & Data Analytics (AIDA) business unit, you will play a leading role in developing advanced AI solutions that transform how Singtel understands customers and drives business decisions. Your work will influence critical decisions across the organization, enabling data-driven strategies that uncover new customer insights, optimize operations, and unlock new revenue streams.
In this role, you will spearhead the design and development of AI pipelines that analyze unstructured data (including transcripts, interaction logs, and behavioural signals) to surface patterns, friction points, and growth opportunities. Your work will focus on leveraging LLMs, Generative models, Machine Learning and data analytics to uncover customer intent and extract actionable insights from tele-sales and service conversations. By combining telco domain knowledge with state-of-the-art generative AI techniques, you will help shape next-generation customer intelligence capabilities that enhance service quality, optimise sales performance, and drive measurable business impact across Singtel's digital and customer experience ecosystem.
Make an Impact by:

• Lead Data Science Initiatives: Drive end-to-end AI initiatives focused on conversation intelligence. Work closely with stakeholders across Customer Care and Sales team to define business problems, translate them into technical solutions, and architect scalable LLM/RAG pipelines aligned with strategic objectives.
• Model Development & Integration: Leverage LLM-based models and RAG for insight study and modeling. Ensure robust model deployment through best practices in evaluation, prompt governance, observability, scalability, and continuous performance monitoring across a variety of customer touchpoints.
• Customer Conversation & Behavioural Analysis: Analyze large volumes of tele-sales, service conversations, and customer interaction data to reveal friction points, behavioural patterns, and actionable insights. Develop analytical frameworks that identify drivers of churn, dissatisfaction, failed conversions, and operational root causes; supporting both tactical interventions and long-term CX improvements.
• Data Exploration, Experimentation & Insight Discovery: Enable deep exploration of structured and unstructured customer data to support hypothesis testing and business experimentation. Design and execute data-driven experiments (e.g., conversational A/B tests) to validate insights and guide enhancements to sales scripts, care flows, and customer targeting strategies.
• Technical Mentorship & Code Quality: Provide guidance to junior data scientists and collaborate on code reviews to ensure adherence to best practices, maintain high code quality, and promote knowledge sharing within the team.
• Stakeholder Communication: Communicate complex analytical findings and recommendations to diverse audiences-ranging from technical teams to senior leadership-in a clear, concise, and compelling manner.

Skills for Success:

• Bachelor or Postgraduate degree in computer science, mathematics, statistics, or a related field, with at least 3 years of relevant working experience.
• Experience in developing AI/ML solutions involving unstructured data, LLMs, NLP, or conversation analytics. Telecom or Customer Care / Sales analytics experience will be an advantage.
• Deep technical and data science expertise, demonstrating proficiency in:
• LLM & Gen AI: Experience with fine-tuning, evaluating, and deploying LLMs (e.g., GPT, LLaMA), prompt engineering, RAG pipelines, prompt governance, and model observability.
• NLP & Text Analytics: Experience with intent classification, topic modelling, summarization, sentiment analysis, and embeddings-based retrieval.
• Machine Learning & Statistical Modelling: Proficiency with supervised/unsupervised learning, experimentation frameworks (e.g., A/B testing), clustering, and causal inference.
• Efficient data manipulation (with skills in SQL, Python, Spark, Hadoop/Hive, and Databricks) and data visualization (using tools like Power BI).
• Familiar with software engineering best practices, including modular code design, reproducibility, and testing. Proficient with version control tools such as GitHub, GitLab, and Bitbucket
• Exposure to cloud platforms (e.g., Azure AWS, GCP) and ML lifecycle tools (e.g., MLflow, Airflow)
• Strong problem-solving skills, with the ability to identify and solve complex business problems through data analysis.
• A team player with a customer-focused mindset, able to work well in a team and passionate about delivering exceptional customer experiences.
• Excellent data visualization and communication skills, with the ability to present insights and findings in a clear, concise, and compelling manner, both in written and verbal form.
• Experience in mentoring junior team members through collaborative problem solving, pair programming, and constructive code reviews.

Are you ready to say hello to BIG Possibilities?
Take the leap with Singtel to unlock new opportunities and accelerate your growth. Apply now and start your empowering career!

Skills Required