Responsible for conducting in-depth Customer Experience analysis and coming up with data driven strategies to propel foodpanda Malaysias growth.
Understand NPS scoring structure and be able to improve overall Pandamart NPS scoring.
Able to communicate the Customer insights to respective store managers and help the store managers to improve their service quality.
Perform data quality checks.
Prepare reports on findings while illustrating data with graphs and translating complex results into written texts that are clear and understandable.
Provide insights on performance against targets.
Track and forecast trends in both incident rates and be able to identify growth areas and propose strategies to tap into these growth opportunities.
Gather information on competitors and conduct analysis on their services and methods of distribution to provide management with insights on the competition.
Collect and analyze data regarding customer preferences, demographics, buying habits and needs to better identify market potential and factors that influence product demand.
Manage and run any initiatives from the regional team.
Day to day activities
Analyze NPS
Conduct random checks on customer verbatims
Monitor and analyze incidents of Pandamart
Plan projects and initiatives to ensure customers experience & satisfaction are managed
Actively communicate with related department to discuss findings
Monitor and analyze reorder rate
Maintain a CX Tracker to keep track of projects and initiatives