Voice of Customer Analyst null

Main Responsibilities

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

Job Requirement:

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