Manager, Customer Experience

3 weeks ago

Malaysia Lazada Full time

Location:
**Malaysia**
- Department: Customer Service- Location: Malaysia- Team and Role Introduction:

- MIO (Market Insights & Operations) is a function in Lazada Customer Care that analyses customer & seller data, conducts root cause and trending analysis, provides insights and recommendations that result in great buyer & seller experience.**Responsibilities**:

- Reporting to the MIO lead, your responsibilities would include:
- Lead Qualitative (e.g. focus group discussions, 1-to-1 interviews), Quantitative (e.g. survey, benchmarking exercise) study, and data analysis
- Responsible for sample design, questionnaire design, data spec, data consolidation, report preparation, and presentations to senior management
- Formulate and validate hypotheses by understanding, interpreting, and synthesizing data from various sources (e.g. NPS/PSAT, brand health data, operational data) to help build appropriate, relevant, and impactful stories
- Translate insights into engaging stories with clear and concise implications that will help to drive buyer and seller experience improvement initiatives
- Identify opportunities to deepen insights using further analysis
- To facilitate ad hoc tasks when needed within MIO

**Job Requirements**
- Bachelor degree with 5 years of related working experience in a research agency
- Excellent working knowledge of research techniques and methodologies
- Strong analytical skills, a systematic thinker with the ability to understand the holistic picture and complex consideration
- Acute deductive skills, with exceptional problem-solving capabilities and attention to details
- Ability to present complex ideas and solutions in a structured manner with excellent written and verbal communication skills in English
- Effective listening and interpersonal skills with achievements in obtaining buy-in and cooperation
- Proficient in MS PowerPoint, MS Excel (i.e. Vlookup, Xlookup, pivot)
- Adaptive to change and flexible in an evolving fast-paced environment
- Project Management/Consulting background with sound communication and presentation skills is a plus

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