Business Analyst (Customer Experience)

You will take an important role to maintain user experiences. More particularly, you need to observe and ensure all the operation processes meet the requirements and standards from the Customer Excellence Experience & Business Unit Departments. With the high responsibility, this position would take remarkable ownership in decision making to resolve user problems.
• Identify common pain points and think critically about how to deep dive and find the moment of truth.
• Give recommendations on change, improvement initiatives, or solutions to the current process that enhance our customer experience.
• Interpret and analyze qualitative and quantitative data, and present concepts and findings to departments internally. Report problems over monitoring period that impact OKR.
• Execute on internal follow up for journey mapping, sharing insights regularly with the Product team and keeping internal stakeholders up to date with customer feedback.
• Plan Implementation Roadmap – develop a roadmap to implement the new
• Monitor & Measure the day to day the product performance (Funnels, transactions, customer services) to ensure swift customer experience at all stage of the customer journey.
ways/solutions/improvement.

Qualifications:
• Experience multi-tasking with ability to problem solve.
• Willing to learn new skills and to adapt to new and changing technologies and environments.
• Good MS Office skill: Excel, word, power point
• Be well organized with ability to work individually and as part of a team.
• Excellent interpersonal skills together with a strong customer focused approach.
• Proficient English (IELTS 5.0 and above)
• Basic statistic analytic skill
• Flexibility and adaptability when working on internal or customer related projects often with short deadlines.
Nice to haves:
• Ability to lead and control meetings, internal & external.

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Du Lịch
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Cập nhật gần nhất lúc: 2021-01-12 03:10:02