Job Openings Voice of Customer Analyst

About the job Voice of Customer Analyst

Main Responsibilities

  1. Oversee the customer experience from the checkout to the end of the customer life cycle
  2. Root-cause and identify customer issues and build effective long-term solutions
  3. Develop a portfolio of Customer Experience enhancement initiatives
  4. Benchmark and advocate for processes that would improve the shopping experience
  5. Establish a Voice of the Customer (VOC) framework, contact reduction / defect elimination mechanisms and CX improvement culture with Retail team
  6. Daily interaction with Stakeholders to ensure a prompt response to emerging customer impacting issues
  7. Act as Subject Matter Expert (SME) on how product features and website performance impacts CX.
  8. Act as the liaison between various JDID teams, providing reporting and analysis to ensure change is driven in the areas which have the biggest potential for CX improvement
  9. Understand, analyze and communicate metrics such as CPO, DAU, Repurchase rate.
  10. Analyze and propose process improvement initiatives within every step of the shopping experience
  11. Work with internal teams to benchmark and design processes which improve the shopping experience
  12. Establish awareness of the way business operates to ensure process improvement initiatives can be driven through without friction
  13. Project management of initiatives identified to improve the shopping experience
  14. Oversee the roll-out of initiatives by working closely with various teams and departments
  15. Drive the customer-centric mindset in the organization by promoting CX collaboration with other teams
  16. Maintain in-depth knowledge of JDID systems and processes
  17. Work closely with the Operations team to ensure all customers have accurate and timely information on order status and/or changes

Job Requirement:

  1. Successful candidate will be able to manage several projects/initiatives at same time.
  2. Track record of sourcing and analyzing multiple sources of data to provide clear reporting of issues and how they affect the shopping experience
  3. Demonstrated skills in communicating (both verbally and in writing), and influencing stakeholders across multiple disciplines and different levels of the business
  4. Capability to make efficient and effective process improvement proposals
  5. Flexibility to respond quickly to change and to reprioritize in the face of emerging issues and daily operation’s needs
  6. Ability to deal with ambiguity and to solve problems even with limited information
  7. Strong evidence of relationship-building across various internal departments within an organization
  8. College degree is required
  9. Strong knowledge in Microsoft Excel and Word
  10. Analytical skills
  11. Project management experience
  12. Fluent Bahasa and English