Job description
Location:
Malaysia
Department: Customer Service
Location: Malaysia
Job Description
As a part of the Customer Care leadership team, this role leads a team that covers the collection, analysis and reporting of customer experience data, customer research and mystery shopping. The successful candidate is customer obsessed and skilled in data analysis and storytelling, translating quantitative and qualitative data into actionable insights that influence business decisions results in great Customer (CX) and Seller Experiences (SX).
Reporting to the Head of Customer Care, your responsibilities will include:
Reporting to the Head of Customer Care, your responsibilities will include:
- Monitor and maintain the execution of customer/seller satisfaction measurement studies (e.g. NPS, CSAT, PSAT) and share findings to stakeholders to enable continuous improvements towards elevated CX and SX
- Develop data driven insights and identify improvement areas for CX/SX and initiate improvement projects
- Work with cross functional teams to understand priorities and deliver insights and actions to improve our customers' experience
- Manage and grow customer experience data collection channels
- Automate reporting processes and develop dashboards for timely reporting
- Propose actionable recommendations while escalating any risks from emerging trends which impact customers and business
- Collaborate with cross-functional teams to implement, track and manage continuous improvements
- Driving Lazada directionally towards becoming a customer centric organization
Job Requirements
- Minimum Bachelor’s Degree, in statistics, economics/econometrics, data science or similar.
- 6-8 years of working experience in customer experience, consumer insights, market research or similar experience.
- Advanced proficiency in SQL and MS Excel. Familiarity with Python R preferred
- Strong analytical and presentation skills with excellent written and verbal communication skills in English
- Demonstrated ability to understand business priorities and create links within complex data sets
- Effective listening and interpersonal skills with achievements in obtaining buy-in and cooperation
- Acute deductive skills, with strong problem-solving capabilities and attention to details
- Entrepreneurial, adaptive and resilient. Able to navigate an ambiguous and fast-paced
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