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Customer Journey & Insight Manager (CX)

Customer Journey & Insight Manager (CX)

LazadaKuala Lumpur, Kuala Lumpur, Malaysia
1 hari lalu
Penerangan pekerjaan

Overview

Lead the development of comprehensive customer experience strategies aligned with the company's goals and objectives.

Responsibilities

  • Lead the development of comprehensive customer experience strategies aligned with the company's goals and objectives.
  • Conduct in-depth analysis of customer feedback, trends, and market insights to identify opportunities for improvement.
  • Define and track key performance indicators (KPIs) to measure the effectiveness of customer experience initiatives and drive continuous improvement.
  • Collaborate with cross-functional stakeholders to ideate multi-faceted solutions that could consist of product development, operational process design, setting financial guidelines, and evolving platform policies.
  • Ensure complex initiatives are executed on time, within scope, with successful implementation.
  • Champion a customer-centric culture throughout the organization, fostering empathy and understanding of customer needs and preferences.

Qualifications

Experience :

  • 5-7 years of hands-on experience in customer experience strategy, business consulting, strategy development, and / or project management roles.

    • Skills :

  • Demonstrated proficiency in business acumen, evidenced by a track record of strategic problem-solving and data-driven decision-making.
  • Proficiency in business and data analytics tools such as Excel, with the ability to analyze complex datasets and derive actionable insights.
  • Proven expertise in generating and evaluating Key Performance Indicators (KPIs), metrics, and customer feedback to drive business improvements.
  • Strategic mindset with the ability to think creatively and develop innovative solutions to complex problems.
  • Strong project management skills, including the ability to prioritize tasks, manage deadlines, and coordinate multiple projects simultaneously.
  • Demonstrated enthusiasm and commitment to enhancing customer experience through innovative strategies and solutions.

    • Communication and Collaboration

  • Excellent stakeholder management skills, with the ability to engage and influence senior leaders and cross-functional teams.
  • Effective communication skills, both written and verbal, with the capability to convey complex ideas and findings clearly and concisely.
  • Proven ability to collaborate effectively with colleagues at all levels of the organization, fostering a culture of teamwork and shared success.

    • Seniorities

  • Mid-Senior level

    • Employment type

  • Full-time

    • Job function

  • Analyst, Research, and Project Management

    • Industries

  • Internet Marketplace Platforms
  • Technology
  • Information and Media
  • Retail

    • #J-18808-Ljbffr

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